Return and refund Policy
1. Purpose
The document explains Perkinz policy where a customer wishes to seek a return or refund of their order purchased from our online website or directly from us.
We endeavour to do our best to ensure your order is fulfilled correctly. However, on occasion an issue may occur during dispatch, or the product may have a fault.
We will work with you to find a solution for any of the following situations:
- The product is damaged or faulty, or
- Wrongly described, or
- Different to sample shown, or
- Does not do what it is supposed to do.
It is unlikely we will return or refund to customers where:
- The purchase has been made in error, or
- You have had a change of mind, or
- The product has not been returned in original condition, is damaged or missing parts for reasons not due to our error, or
- It is outside of the period for notifying us of an issue.
Our return and refund policy is valid for 30 days from the purchase date. Unfortunately, if you do not advise us immediately of damage during transit or upon opening/using the product and contact us after the 30 days have gone by, we will be unable to offer you’re a refund or exchange. Note products that are under warranty will still be honoured outside of the 30 days however the same process for contacting us and returning the product apply.
All customers must inspect the goods upon arrival, prior to signing and inform us of damage (if any) within 24 hours. If damage has occurred, please note damage on the delivery docket before signing for the delivery. If multiple items are on the delivery only sign for those which are undamaged and that you are happy to accept. If the goods have been left without you present to sign, please inspect immediately and inform us of any issues. Concealed damage needs to be reported within 24hrs after delivery so ensure you open the packaging to perform a visual inspection of the product as well. We ask that if you are having items sent to a 3rd party location i.e., rural trade store that you request they complete the inspection process for signing on your behalf.
2. Returning a product
2.1. Damaged or incorrect items
We will accept a return and replace where you have received a damaged or incorrect order. The product must be in the same condition that you received it, unused, in original packaging and with all parts present.
We do not accept products that comprise hazardous materials, flammable liquids, or gases. If you have used products that fit this description with our product, then you must drain them and ensure measures are taken to clean/remove hazardous substances from where a person may reasonably touch the product on returning if the product proved faulty when using.
Before returning a product, please email wayne@perkinz.co.nz ensuring you include your Name, Invoice #, Reason for Returning, Photos as appropriate and any other relevant details you wish to include that will help us in processing your return.
2.2. Faulty or damaged item
Inspect your purchase immediately upon arrival. If you notice any damage, take photographs and contact us using the method in 2.1. If you have used a product and find it faulty, please contact us on 0800 228 082 to discuss, as we may be able to assist you over the phone. All faulty or damaged items will need to be returned to us for inspection. Once your returned product is received and inspected, we will notify you of the outcome of this inspection and what will happen next.
2.2. Incorrect item or quantity
We will exchange for the correct product or correct the order quantity. To exchange, the incorrect product must be returned to us using the method in 2.1. Upon receipt of the returned product, we will action sending the correct product immediately. If the order quantity is incorrect, please contact us so we can settle the outstanding items.
3. Returns and Refunds
You are responsible for paying freight costs for returning the item and must use a trackable service.
All returns should be sent direct to us at the address listed below unless you are instructed by us to send somewhere else.
Once your return is received and inspected, we will notify you that we have received your returned item. A repair or replacement of the product to resolve the issue will be actioned as quickly as possible. If the damage/fault has been caused by you or a 3rd party, then any costs with repair or replacement will incur additional charges. No replacements or refunds will be actioned prior to us receiving and inspecting the item(s).
If a refund is approved, then it will be processed less any costs associated with freight on the original sale. Refunds will either be processed back to the card used when purchasing online or via bank transfer. If you haven’t received a refund within ten days of being advised, you are due a refund, please contact accounts@ebengineering.co.nz.
Send your returns to
E B Engineering Solutions
16 Wilkie Road
Kensington
Dunedin 9012
Sale items
Sale items purchases are final and cannot be refunded
4. Consumer Law
4.1. Your rights under New Zealand Consumer Law
This returns policy is in addition to those which are mandatory as implied by the Consumer Guarantees Act and Fair Trading Act.