Turfrey Terms and Conditions

These Terms and Conditions apply whenever you buy from turfrey.co.nz (our online store) or engage Turfrey for installed goods, services or subcontracted work. Part A covers retail purchases from our website; Part B covers services, installations and trade or subcontracted work. If you do both (for example, you buy a product online and also have us install it), both parts apply to the relevant part of what we're doing for you.

The seller under these terms is B R Turfrey Limited, trading as Turfrey (“Turfrey”, “we”, “us”). By placing an order, accepting a quote, or using our website, you (“you”, “the customer”) accept these terms, and anything to the contrary in your own enquiries, orders or confirmations will not apply.

Part A: Retail Terms (turfrey.co.nz)

1.                    Using our site  You must be legally able to enter a contract in New Zealand, or have a parent or guardian’s consent, and must not use the site unlawfully, interfere with its operation or security, or upload anything harmful such as malware. We may suspend or decline service where we reasonably need to (for example to prevent fraud, protect our systems, or where these terms have been breached), always consistent with the Human Rights Act 1993 and other New Zealand law.

2.                   Pricing and GST  All prices on this site are in New Zealand dollars and include GST unless we say otherwise.

3.                   Product and pricing information  We aim to keep descriptions, images and prices accurate and current, but errors happen occasionally, including typographical pricing errors. If this happens, we’ll contact you to confirm, correct or cancel the order before proceeding. Prices, availability and product details may change without notice, and we may limit quantities per customer where reasonably necessary.

4.                   Orders  We may decline or cancel an order (for example if stock is unavailable, pricing was clearly wrong, or we reasonably suspect fraud or resale purchasing), and we’ll let you know using the contact details you provided. Please keep your contact and payment details accurate and up to date.

5.                   Hold orders  Where you ask us to place an order on hold, we may, at our discretion, agree to hold it for a period we determine. Subject to applicable law, we reserve the right to review, amend or cancel any order that remains on hold for an extended period, or where circumstances have changed. If we determine an order can no longer be fulfilled on its original terms, we’ll let you know that the order has been cancelled, or that revised pricing or terms will apply before it proceeds.

6.                   Turfrey Price Promise  Found the same product cheaper elsewhere? We’ll match it, and beat it, with our Turfrey Price Promise. Bring us proof of the competitor’s price, such as a current quote, advertisement or website listing, before you buy, so we can check it against the conditions below.

The Price Promise applies when the competitor is a New Zealand retailer or service provider, the lower price is genuinely available and still within its advertised promotional period, and the product is identical (same make, model and specification, new and boxed) or, for an installed product, has the same scope of work. It must be a standard, in-stock offer, not a special event, clearance, liquidation, commercial tender, bulk or commercial quantity, parallel import, or a price affected by a typographical error, and the competitor’s final price, including delivery, taxes and any other charges, must genuinely be lower than ours. The claim can’t be linked to an insurance claim or third-party redemption or rebate scheme, and can’t be combined with any other Turfrey offer, such as bonus product or promotional finance.

If your claim qualifies, we’ll match the price and beat it by at least $10. We may need to sight or verify the competitor’s pricing before confirming a match.

7.                   Delivery  We deliver to New Zealand addresses only. Delivery timeframes shown are estimates, not guarantees; rural addresses or larger items may incur an additional freight charge, which we’ll show before you complete your order. Risk in the goods passes to you on delivery. If something arrives damaged, let us know as soon as possible; see our Returns and Refunds Policy (clause A9) for how we handle this.

8.                   Gift cards  Gift cards sold from 16 March 2026 onward are valid for a minimum of 3 years from the date of purchase. The expiry date, or that there isn’t one, is shown on the card.

9.                   Buy now, pay later  We offer payment through third-party buy-now-pay-later providers. Those services are provided under the relevant provider’s own terms and conditions, which apply in addition to ours. Please check them before choosing this option.

10.                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.

For change-of-mind returns where you arrange and pay for the return freight yourself, please ensure the product is securely packaged and use a reputable courier or freight provider. In this situation, we cannot accept responsibility for products that are lost or damaged in transit back to us. 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.

11.                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.

12.                Liability  To the extent the law allows, we’re not liable for indirect or consequential loss arising from your use of this site. Nothing here excludes liability that can’t lawfully be excluded, including under the Consumer Guarantees Act 1993.

13.                Third-party links  Our site may link to other websites we don’t control or endorse. We’re not responsible for their content or practices; please check their own terms before you engage with them.

14.                Your content  If you send us feedback, reviews or other content, you give us permission to use, reproduce and publish it. Please don’t submit anything unlawful, offensive, or that infringes someone else’s rights.

15.                Intellectual property  The content on this site, including text, images and logos, belongs to Turfrey or our licensors and shouldn’t be copied or reused without our permission.

 

Part B: Services Terms (installation, trade and subcontracted work)

1.                   Quotes and estimates  Written quotes and estimates stay valid for 20 working days and may be withdrawn any time before you accept them in writing; your acceptance must be confirmed in writing before we start work. Quoted and estimated pricing reflects costs and information current at the time: an estimate is based on the project information you’ve given us and may change once all project elements are finalised, and if supplier or government costs increase before the work is done, we’ll pass on the difference. Our Turfrey Price Promise (clause A5) also applies to quotes for installed products, where the scope of work is the same.

2.                   Deposits  A deposit must be paid in full on acceptance of a quote before we action the supply or installation of goods or services. If you cancel before supply or installation takes place, we’ll refund the deposit less any handling, restocking, consent and processing fees already incurred.

3.                   Payment and interest  Invoices are due by the date shown; unless otherwise agreed in writing, payment is due before delivery of goods. Where we’ve granted credit, private customers are on 7-day terms and business customers are due on the 20th of the following month, unless otherwise agreed. For jobs running over a month, we may invoice progressively for work completed. If you dispute an invoice, tell us in writing before it’s due. All freight, packaging and other relevant costs are charged to your account as shown on the invoice, and unless otherwise stated, prices are GST exclusive (GST is payable in addition, by you).

If we consider your credit unsatisfactory, we may end any credit arrangement and require payment on delivery going forward; the costs of doing so are payable by you. Overdue accounts attract interest at 8% per annum, calculated daily, as a reasonable estimate of our cost of carrying the debt, plus our reasonable costs of recovery. We may vary this rate by giving you written notice (including on an invoice or statement). A surcharge may apply to credit card payments on commercial or large service invoices, reflecting our card processing costs.

4.                   Ownership, risk and delivery  Goods and materials we supply remain our property until paid for in full and while any money is owing. If your account isn’t paid, or you’re otherwise in breach, we or our agent may enter the site to recover and resell any or all of those goods and materials. You authorise us to register a security interest under the Personal Property Securities Act 1999 (PPSA) to protect this, and, to the extent the goods are for your business use, agree that we’ll have no obligation to give you notice, or involve you, before enforcing that security interest under Part 9 of the PPSA, and you waive your right to a verification or financing change statement.

Once delivered to your site (or, if earlier, once you or your agent are given possession of the goods at our premises or elsewhere), the goods are at your risk, and you should have insurance cover in place. We may choose the carrier and method of delivery unless we’ve agreed otherwise in writing, and may deliver by instalments, each treated as a separate part of the contract; a problem with one instalment doesn’t let you cancel the rest. Any delivery date we give is approximate only, and a delay doesn’t entitle you to cancel your order.

5.                   Access, site conditions and installation  Please give us safe, timely access and any facilities reasonably needed to do the work, such as lifts, hoists or scaffolding, within a reasonable time of accepting the quote (or a later date we’ve agreed in writing), and tell us about any site hazards. Our quote doesn’t include structural work unless we’ve said so. If access isn’t available when agreed, or the job needs to run outside normal hours to meet your deadline, extra costs may apply and are payable by you.

6.                   Time to completion and delays  We’ll complete work within a reasonable time and do our best to meet any date you’ve asked for, but we’re not liable for delays outside our control, such as weather, labour disputes, strikes, accidents, fire, supplier or manufacturer delays, or other events beyond our reasonable control.

7.                   Consents  Unless we’ve quoted for it, you’re responsible for any building consent or other approval the work needs. If a required consent hasn’t been obtained, we may apply for one on your behalf, at your cost.

8.                   Variations and retentions  Any change to the scope of work, or to these terms, needs to be agreed in writing once you’ve accepted our quote. Where extra or varied work is needed, you agree to pay for it at the agreed price or, failing agreement, at our standard retail or special pricing; we may require a written site instruction, order number or variation request before starting extra or varied work, and aren’t liable for delay caused by you not providing this.

On construction works only, and only where we’ve specifically agreed it, we may withhold retentions of up to 10% from payments due to us. Half of any retention becomes payable on practical completion, and the remainder within 12 months of practical completion (or as otherwise agreed for the specific job). Overdue retentions attract interest at 8% per annum, calculated daily, plus our reasonable recovery costs.

9.                   Plans and specifications  We’re entitled to rely on plans and specifications you give us without independently checking them, and we’re not responsible for issues caused by inaccurate information you’ve provided.

10.                Warranty  We’ll fix any faulty workmanship, and replace any faulty material we supplied, that’s reported to us in writing within 90 days of completion, following the relevant manufacturer’s warranty process where one applies. This is in addition to, not instead of, your rights under the Consumer Guarantees Act 1993, and doesn’t cover goods or materials you supplied yourself.

11.                Disputes  Most issues are best sorted by talking to us directly first. If we can’t agree, either of us can refer the matter to adjudication under the Construction Contracts Act 2002, or to the Master Plumbers Association’s Disputes Resolution Scheme, of which we are a member. For section 33(1)(c) of that Act, the Master Plumbers Association is the nominating body.

12.                After-hours callouts  Emergency work outside 7:30am to 5:00pm Monday to Friday, weekends or public holidays may incur an additional call-out fee.

13.                Payment claims  Where a payment claim is made under the Construction Contracts Act 2002, we’ll attach the notice the Act requires (explaining your options and deadlines for responding) to that payment claim.

 

General: applies to both parts

1.                   Privacy  We collect and use your personal information under the Privacy Act 2020, for the purpose of quoting, delivering, invoicing and improving what we do for you, and, for our website, to personalise and secure your use of it. See our Privacy Policy for what we collect, how we use it, and your rights to access or correct it.

2.                   Changes to these terms  We may update these terms from time to time; the version on our website, or provided with your quote or invoice, applies at the relevant time.

3.                   General  These terms are governed by New Zealand law, and any dispute is subject to the jurisdiction of the New Zealand courts. If any part of these terms is found unenforceable, the rest still applies. Together with our Price Promise, Returns and Refunds Policy and Privacy Policy, these terms are the whole agreement between us for the relevant part of what we do for you.

4.                   Contact us  Retail and returns questions: sales@turfrey.co.nz. General and services questions: info@turfrey.co.nz.