Returns & Refunds

Caford New Zealand Ltd Return and Refund Policy

At Caford New Zealand Ltd, our customer's satisfaction is paramount. If you have any concerns about your product, please contact us anytime at sales@caford.co.nz or by phone during office hours +649 444 8334.

Returns

Our returns policy operates under the New Zealand Consumer Guarantees Act, the Fair Trading Act, and the Sale of Goods Act.

If you find that your order is not quite suitable and you need to return an item purchased online, you can send it back to us in unused condition with all its original packaging within 14 business days of receiving it. In this instance, we are more than happy to help you find a suitable item as an exchange, provide a credit note for a future purchase, or in some cases, provide a refund of the purchase price, excluding the freight cost (Please refer below to the Consumer Guarantees Act 1993).

Our shipments are carefully inspected before leaving our warehouse. If the goods are damaged or defective upon delivery, please let us know within 24 hours.

If you suspect your product was damaged during delivery, please retain the packaging it arrived in, as the courier will need to inspect it. Please contact us at +649 444 8334 or accounts@caford.co.nz between 9:30 am and 3:30 pm, Monday to Friday, so we can arrange the return of the product and packaging for inspection and send you a replacement.

To complete your return, we require the receipt or proof of purchase.

How to Return an Item:

• To start the returns process, complete the Returns Form and email it to accounts@caford.co.nz along with the purchase receipt.
• Once approved, you will receive a confirmation email with the postal address for returning the item.
• If you are using a courier to return your purchase. Please let us know the courier tracking details.

Caford_Castors_Returns_Form.pdf

Please Note:

• You are responsible for the return shipping charges. You are welcome to call our warehouse to arrange a return of your item, or use a courier service.
• Original shipping charges are non-refundable.

Refunds: (if applicable)

Once your return is received and inspected, we will email you to confirm receipt. We will also notify you of the approval or rejection of your refund.
If you are approved, your refund will be processed, and a credit will automatically be applied to your credit card or original payment method within a certain number of days.

Where a refund is the remedy offered, it will be made via the payment method used for the purchase or via internet banking to the account you provide. The refund will be processed as soon as we receive your item back in our warehouse. We will notify you as soon as we receive the returned item(s) and provide remittance once the refund has been processed. It can take a couple of days for the refund to be transferred to your account, depending on your bank, or up to 14 days processing time for your bank to credit your card after we issue a card refund. Refunds can only be processed on business days.

There are certain situations where only partial refunds are granted (if applicable)

Any item not in its original condition is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery

Late or missing refunds (if applicable)
If you haven’t received a refund yet, please check your bank account again, then contact us at accounts@caford.co.nz
Then contact your credit card company; it may take some time for your refund to be officially posted.
Next, contact your bank. It can take up to 14 days for them to process transactions.

Exchanges (if applicable)
Exchange: If a product is unsuitable and you wish to exchange it for another (i.e., a different design), you must return the product with proof of purchase in resalable condition, with packaging intact, and all labels and components. Proof of purchase will also be required.

Return Address:
To return your product, you should courier your parcel to:
Caford Castors NZ
8b Target Court
Wairau Valley
Auckland, 0627
New Zealand

You are responsible for paying the shipping costs to return your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service with a signature (not authority to leave) or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

Consumer Guarantees Act 1993:

A 'consumer' is a person who:
Acquires from a supplier goods or services of a kind ordinarily acquired for personal, domestic, household use, or consumption; and
Does not acquire the goods and services, or hold themselves out as requiring the goods or services, out as acquiring the goods or services for the purpose of:

(i) resupplying them in trade;
(ii) consuming them in the course of a process of production or manufacture; or
(iii) in the case of goods, repairing or treating in trade, other goods or fixtures on land.

If the goods sold to a consumer are defective or faulty, the retailer has an obligation to repair, replace, or refund the item.

If the defects can be repaired, the retailer has the right to repair or replace the product. If the product cannot be repaired, the consumer may choose to replace it with an identical product type or request a refund of the original purchase price.

Remedies must be sorted in a reasonable time.

The CGA does not apply where the product has been misused, broken or improperly operated. Defects must not be due to a consumer using the goods in a way that the goods are not intended to be used.