Terms & conditions
We’ve tried to keep our Terms and Conditions as clear as possible, and give you all the information we can (but not too much) about your online/telesales transactions so that you completely understand the whole process, from order to delivery and beyond. It’s really important to us that your online/telesales shopping experience meets expectations, so please spend a few minutes and read on. You’ll need to accept our T’s & C’s every time you make a purchase – they might change from time to time, so do check the date at the top of the page.
Please note that different terms (including prices, charges for services, availability, delivery times and returns policies) apply to purchases made in one of our stores.
Our contract after you have ordered
We take all reasonable steps to ensure all details, descriptions and prices of products and services are correct at the time the information was entered onto the system. Sometimes we have to hold our hands up and admit we have made a mistake by unintentionally publishing inaccurate information on the site (e.g. the price, description or availability of a product you have ordered). In this instance we may have to cancel your order at any time, even if you have received your Order Confirmation email, and you will receive a full refund of any charges already paid.
Prices and payments
As you would expect all our prices are in NZD exclusive GST. The total cost of your order will be the price of the products you order, the delivery charge (if any), plus GST. You’ll see all these in your Shopping Basket before you submit an order. Payment is deducted once an order is submitted.
When deciding whether to accept your order we may use certain information about you, including any received from our accredited identity verification partner. For example, we may pass on your details for them to check against certain public and private databases. This will help to protect you and us from fraudulent activities.
If we identify a transaction as being potentially fraudulent we may ask our courier to return the goods to our warehouse, we may cancel your order even though you will have received the Order Confirmation email.
Damaged, missing or incorrect orders
We want you to be absolutely satisfied with your product and would recommend that, where practicable, you unpack and check it for damage as soon as it arrives. If you receive a damaged product please contact us as soon as the damage is discovered.
We do everything we can to ensure your order arrives at your door complete and in pristine condition. If you don’t receive all your products at once, you can check that they have been dispatched using our tracking facility detailed in the confirmation email. If it’s not on its way, you can contact us by telephone 0800 DRYFLEX or firstname.lastname@example.org
Returns/cancellations and after sales policy
If for whatever reason you change your mind and would like to return your order after delivery, we’re happy to refund or exchange your purchase as long as it’s unopened and in its original packaging. This option is available for 21 days after delivery.
Following The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations, we will accept items back even if you have opened the goods to inspect them. You are entitled to a refund as long as you inform us of your decision to cancel within 14 calendar days from the day after delivery of the goods. You can examine the goods as you would in a shop but to obtain a full refund you must not start using them, install them or input any data/software. The goods must be in an ‘as new’ condition and returned in the original, undamaged packaging, along with any accessories and free gifts received with them.
There is one way to refund/cancel your purchase:
- By phoning us on 0800 DRYFLEX with your order reference number and delivery details to hand
Once we have received the goods back from you, we will give you a refund for the cost of the product plus the delivery charge paid (except for the additional costs arising if you selected a type of delivery other than the least expensive type of standard delivery offered by us).
We may make a deduction from the refund for any loss in value of the goods if the loss is a result of any unnecessary handling by you.
If you have requested we begin the performance of any service, such as installation of a product, within the 14 day cancellation period we have the right to retain any charge paid for services which have already begun or been completed.
Refunds take 3-5 working days to be credited to your payment card.
We cannot refund/cancel your purchase:
- If you return your product to a store without proof of purchase
- the goods were a special order to your specification
It’s bad enough that your product develops a fault, so we try to make our returns service as painless as possible.
We will offer either an exchange or refund if the fault occurs within 30 days of purchase. If the fault with your product occurs within its guarantee period (normally 12 months from delivery) we will offer you a prompt refund. In all cases we reserve the right to inspect the product and verify the fault.
For a refund or exchange, the product must be in otherwise ”as new” condition, complete with any accessories and free gifts offered and if possible, with the original box and packaging.
To return a product you can either:
Refunds for faulty goods include the applicable delivery charge and you will not be charged for collection. Replacement goods are sent by standard delivery.
We do not cover faults caused by accident, neglect, misuse or normal wear and tear.
Items sold on this website are NOT intended for normal domestic and consumer use and not for resale or commercial use. If we arrange to collect goods from you it will be at our cost.
For all returns and after sales service, please call on 0800 DRYFLEX and we will assist you
THIS RETURNS POLICY DOES NOT AFFECT YOUR LEGAL RIGHTS. DETAILS OF YOUR LEGAL RIGHTS ARE AVAILABLE FROM TRADING STANDARDS.
We own the copyright, trademarks and all other intellectual property rights in all material and content on this website, which you may use, download, copy, publish, transmit or otherwise make available by any other means only for your own personal, non-commercial use. Any other use or reproduction of the material or content is strictly prohibited.
You may not create any link to this website without our prior written consent, nor may you restrict or inhibit the use or enjoyment of it by anyone else.
These terms and conditions, and all transactions relating to this website and all non-contractual obligations arising from any transaction carried out on this website are governed by New Zealand law and are subject to the non-exclusive jurisdiction of the New Zealand courts. We do not accept amendments to these terms and conditions.
Additional terms and conditions may apply for prize competitions and our added value services and offers. If so, you will be alerted to them at the relevant juncture.
These terms and conditions only cover this website. Any other websites to which you link from this site are governed by their own terms and conditions. We accept no responsibility or liability for the content or operation of websites which are not under our control. We are required by law to tell you that sales can be concluded in New Zealand only and that no public filing requirements apply. We acknowledge we have a legal duty to supply goods that are in conformity with a contract.
Under NZ Regulations we are required to provide consumers with an electronic link to the Online Dispute Resolution (ODR) platform. You can submit a complaint via the Online Dispute Resolution platform, which can be found at https://www.nzdrc.co.nz