Refund policy
Returns and Refunds Policy Your rights under the Consumer Guarantees Act 1993 (CGA) apply to every purchase, regardless of any time limit set out below. This policy describes how we handle returns in practice; it sits alongside those rights and doesn’t limit them.
Faulty Products
If a product you’ve bought from us has a genuine fault, doesn’t match its description or isn’t fit for its intended purpose, you may be entitled to a repair, replacement, refund, or compensation depending on the nature and seriousness of the issue.
For a minor fault we’ll choose to repair, replace (subject to availability) or refund the product at no cost to you and within a reasonable time.
If the product has a serious fault; for example one that you would not have reasonably purchased if you had known about it, or one that makes the product unsafe you may have the right to reject it and receive a refund or replacement. Alternatively, you can keep the product and seek compensation for the reduction in its value. You may also be entitled to compensation for any other reasonably foreseeable losses caused by the fault.
Where it’s often the fastest way to arrange a repair or replacement, we may recommend progressing a faulty product through the manufacturer’s warranty process. If you agree, we’ll manage the warranty claim with the manufacturer on your behalf so you won’t need to contact them directly. This is offered as a convenience, not a requirement. The warranty process can sometimes take time to complete. If you’d prefer you can ask us to address the fault directly instead. If a supplier’s warranty doesn’t cover labour for reinstalling a replacement item that cost may be chargeable to you.
Where a product has been installed by a third party we may need to establish whether the reported issue relates to a fault with the product or to the installation. Where the issue has resulted from incorrect installation by a third party, responsibility for rectifying the installation may rest with the installer. This does not affect your rights under the Consumer Guarantees Act where those rights apply.
Wanting to report a fault? Click here: https://turfrey.co.nz/pages/refund-exchange-request
Change of Mind
Change-of-mind returns are offered at Turfrey’s discretion and are separate from your rights under the New Zealand Consumer Guarantees Act (CGA) which continue to apply where a product does not meet the guarantees required by law.
To request a change-of-mind return you must contact us within 30 days of receiving your product. Any approved return must meet the following conditions:
● The product must be unused and uninstalled.
● The product must be returned in its original packaging and in a condition suitable for resale.
● The product must not have been damaged, modified or altered.
Depending on the circumstances we may offer a partial refund, store credit or an exchange. A change-of-mind return does not automatically qualify for a full refund.
Where a refund is approved, we may deduct our reasonable costs of processing the return, reflecting our actual handling, restocking and freight costs. This may include a restocking fee of up to 25% of the purchase price and applicable freight and/or return delivery costs.
We will assess your return request and confirm the available options and any applicable deductions with you before proceeding with the return. No return should be sent back until we have confirmed that it has been approved.
This policy does not affect any rights or remedies you may have under the Consumer Guarantees Act 1993 or other applicable New Zealand consumer protection laws.
Want to return or exchange your order? Click here: https://turfrey.co.nz/pages/refund-exchange-request
Damaged Deliveries
We take care to package your order securely for delivery. However, products can occasionally be damaged in transit.
When your order arrives it is important that you carefully inspect the packaging and product for any signs of damage before accepting the delivery. Where possible, please do not provide the delivery driver with “Authority to Leave”, as this means the delivery may be left unattended and cannot be inspected with the driver present.
Please do not sign for or accept the delivery as being in good condition until you have thoroughly checked it for any visible damage. If you notice any damage to the packaging or product, please note this with the delivery driver.
To allow us to raise a claim with our freight provider any damage must be reported to us within 48 hours of delivery. Please provide photographs of the packaging and the damaged product where possible. Prompt notification helps us investigate the damage and lodge any necessary freight claim.
If your product has arrived damaged, please contact us before attempting to install, use, repair or modify the product. We will assess the issue and work with you to determine the appropriate remedy.
Nothing in this policy limits or excludes your rights under the New Zealand Consumer Guarantees Act 1993 (CGA). Where the CGA applies, products must arrive in good condition and any applicable remedies will be provided in accordance with your rights under the Act.
Need to report damage to your order? Click here: https://turfrey.co.nz/pages/refund-exchange-request
Missing Parts or Components
If your order arrives and you believe that parts, components, accessories or other items are missing please contact us as soon as possible so we can investigate and determine what is required.
Before contacting us please check the product packaging, boxes, internal packaging and installation instructions carefully as some components may be packaged separately or secured within the product packaging.
Where possible, please provide photographs of the packaging, product and any contents received. This will help us identify what may be missing and arrange a solution as quickly as possible.
If a component required for the product to operate as intended is missing we will work with you to provide an appropriate remedy. Depending on the circumstances, this may include supplying the missing component, repairing or replacing the product, or providing another remedy where required under the Consumer Guarantees Act 1993 (CGA).
Please do not purchase replacement parts yourself or arrange third-party repairs or modifications without contacting us first, as this may affect our ability to assess and remedy the issue.
Missing parts of your order? Please email dispatch@turfrey.co.nz
Other conditions for returns
Please do not return any items to a Turfrey or supplier location until we have responded to your request and advised as to how you should proceed.
We may be unable to process exchanges, store credits or refunds until your return product has been received and inspected.
Custom products Custom-made or made-to-order products cannot be returned or refunded for change-of-mind reasons. This does not affect your rights under the New Zealand Consumer Guarantees Act 1993 (CGA).
Where you are required to arrange and pay for the return freight yourself, please ensure the product is securely packaged and use a reputable courier or freight provider. We cannot accept responsibility for products that are lost or damaged while being returned to us by a courier or freight provider arranged by you. We recommend retaining your tracking number and proof of shipment until your return has been received and processed.
Click here to complete our Returns / Refund Form Click here: https://turfrey.co.nz/pages/refund-exchange-request
Once your form has been submitted we may need some time to review your request, gather the relevant information and determine the available options. We will contact you as soon as possible with the next steps.
If your query is urgent, please call 0800 182 182.
2. Your consumer rights Nothing in these terms limits your rights under the Consumer Guarantees Act 1993 or Fair Trading Act 1986. Where you’re acquiring goods or services for business purposes and both parties agree, the Consumer Guarantees Act may not apply, as that Act allows.
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