Shipping & Returns T&Cs

WCTNZ® affirms that all shipping and freight activities will be conducted in compliance with applicable local, national, and international shipping laws and regulations. We are committed to ensuring that all shipments meet the required legal standards and guidelines for safe and lawful transportation of goods.

We use reputable shipping carriers such as Castle Parcels, NZ Couriers, Post Haste, and Mainfreight for all deliveries, and will select the most appropriate carrier based on the destination and shipping requirements.
Our national delivery time frames range from three days to four weeks and depending on stock transitions additional time may apply. Notice of when your goods are dispatched will be provided to you at your registered email address. Tracking information will be included in the dispatch notification, allowing you to monitor your shipment's progress and the shipping method chosen. The buyer may select their preferred shipping method during the checkout process.

You Choose The Delivery Provider

You choose one of the many shipping or courier options at checkout - this gives you greater control over who you prefer as a delivery service provider.
Notes: WCTNZ® reserves the right to change the chosen delivery service provider.
Provide us with reliable contact details.

Freight services

• Delivery door-to-door; Freight requires appropriate contact details to ensure your goods are delivered safely and at the desired drop point on-site.
• The Freight company will always call you before delivery to confirm the delivery time and access to the property.
• Delivery to depots for pickup; Freight Companies understand time restraints, therefore they will not charge customers for warehousing time if the goods are picked up in a timely fashion, of course, your appropriate contact details are required.
• If you have unreliable contact details, please nominate another person who can be reached and/or reach you to relay delivery information.
• Shipping Restrictions and Limitations: We do not ship to P.O. boxes addresses. Certain geographic restrictions may apply, particularly for international shipping. Please contact customer service for specific information about shipping to your location. We reserve the right to refuse shipment to certain addresses or regions at our discretion.

 Courier services

• Delivery door-to-door; Courier requires appropriate contact details to ensure your goods are delivered safely and at the desired drop point on-site.
• Delivery attempts failure: Courier will attempt to deliver your goods but if delivery fails the goods will be returned to the depot for later pickup by the customer.
• If you have unreliable contact details, please nominate another person who can be reached and/or reach you to relay delivery information.

1. COST OF DELIVERY

We have set up an at-cost delivery calculator that is built into our online sales system (website) that provides you with live delivery costs (estimations only) from our on-account rates. If however, you feel the calculator has not provided you with a correct rate please contact us immediately to have this looked into.

1.1. ADVERTISED DELIVERY PRICES

1. We will not refund any delivery costs differences between the online price and a revised price if the purchase and payment have already been made online.
2. Residential and non-metro areas may attract further surcharges.
3. All delivery and shipping charges are considered quote estimations only.

 1.2. SURCHARGES, BACK-CHARGES

1. The surcharge will be charged to the customer if real shipping costs exceed $15 or 5% of the shipping estimate.
2. We will invoice the customer any balance of the cost of delivery if not within an acceptable margin of the original cost of delivery (less than 5%)
3. The buyer is required to confirm the shipping address before dispatch. Any changes to the delivery address post-order confirmation may incur additional fees if the new shipping costs exceed the original shipping costs. Fees are $15 or the entirety of the shipping balance, whichever's greater.
4. The right to exercise this clause remains at the discretion of WCTNZ®.

1.3. FREE DELIVERY OPTION

1. WCTNZ®will send all "free delivery goods" on the most cost-effective carrier at the time of dispatch.

2. DELIVERY TIME FRAMES

1. Delivery times vary between three days to four weeks depending on the status or location (warehouse) of the products. Please refer to the stock status indicator and listed times on the product pages for more details.
2. If the stock is not available in the Australasian area, goods will have a restock wait time of one to three months. Notice will be given, and alternative options presented if the wait time is undesired.
3. WCTNZ® is not liable for any delays in shipping unless such delays are directly caused by WCTNZ®'s negligence. In cases of force majeure or circumstances beyond WCTNZ®'s control, including but not limited to natural disasters, strikes, or government actions, WCTNZ® shall not be held liable for any resulting shipping delays.
4. In the event of significant shipping delays beyond our control, we do not offer monetary compensation. However, we will make every effort to expedite your order and keep you informed of its status.

2.1. PICKUP OF ORDERS

For full details see Terms & Conditions

2.2. FAILED DELIVERIES

1. The buyer is responsible for providing accurate and complete shipping information. In the event that delivery of goods is impeded due to a lack of communication or the inability to physically deliver goods to the customer's specified premises, all reasonable attempts will be made to contact the customer. If, despite these efforts, successful delivery cannot be achieved within a reasonable timeframe, the freight company will retain possession of the goods for a duration not exceeding three (3) days.
2. Should the goods remain undelivered after the stipulated three-day period, the freight company will initiate the return of goods. Any back-charges incurred by WCTNZ® for the return of goods will be deemed the legal liability of the customer. Additionally, new delivery costs, inclusive of the incurred back-charges, will be applied for re-delivery.
3. In the event that the customer no longer desires the goods and chooses to cancel the order, the cancellation, as well as any associated back-charges, will be deducted from the refund amount.
4. If goods are unclaimed/undeliverable within 3 months, they will be considered unclaimed goods - please see our Unclaimed Goods policy.

3. INSURANCE, DAMAGES & LIABILITY

WCTNZ® is responsible for ensuring that all goods are packaged safely and securely to prevent damage during transit.

3.1. INSPECTION

1. Goods will be considered acceptable if they match the order specifications, are free from defects, and are in proper working condition. Goods that do not meet these criteria will be considered unacceptable.
2. If the buyer finds the goods unacceptable, they must notify WCTNZ® in writing within the 30 day grace period, specifying the reasons for rejection.
3. If the buyer fails to inspect the goods and notify WCTNZ® of any issues within the specified inspection period, the goods will be deemed accepted. The buyer waives the right to reject the goods or claim any damages for defects that could have been discovered during a reasonable inspection.

3.2. LOSS OF DAMAGE

1. Any claims for loss or damage must be filed with the carrier within 30 days of the date of delivery, or in the case of non-delivery, within 14 days after a reasonable time for delivery has elapsed.

2. The carrier's liability for loss or damage during transit is limited to the extent provided by applicable transportation laws and regulations. In the event of loss or damage:

   1. the freight carrier's maximum liability shall not exceed the LCL terms of Mainfreight terms – as of 9/10/24, the maximum claim value is $2,000
   2. the Courier carrier’s maximum liability shall not exceed the Courier’s terms – as of 9/10/24, the maximum claim value is $60.
3. The assumption of risk shall be documented by the buyer's signature on the bill of lading (BOL) or other shipping documents provided by the carrier at the time of delivery. The signed bill of lading or shipping document shall serve as conclusive evidence of the transfer of risk to the buyer. It is the buyer's responsibility to ensure that the bill of lading or shipping document accurately reflects the condition and quantity of goods received.
4. The buyer agrees to indemnify and hold harmless WCTNZ® against any third-party claims related to shipping, including but not limited to claims for damage, loss, or delay, unless such claims arise directly from WCTNZ®'s negligence.

3.3. INSURANCE OPTIONS

1. Freight insurance is not included in the shipping cost. Customers may opt for freight insurance at an additional cost. WCTNZ® is not responsible for any loss or damage during transit unless freight insurance has been purchased by the customer.
2. In the event the insured goods are damaged, the buyer must initiate a claim within 48 hours of receipt. To file a claim, the buyer should contact WCTNZ® customer service with photographic evidence of the damage and the order details. WCTNZ® will provide claim processing services as part of the shipping service provided to the customer. For uninsured goods, the buyer assumes all responsibility for damage during transit.

4. CHANGE OF DELIVERY ADDRESS

If the delivery address is changed from the original specified address, shipping costs will be reevaluated. This will incur additional fees if new shipping costs exceed the original shipping costs. The fee to change the delivery address is $15, plus the entirety of the shipping balance. This applies to all delivery address changes, including those changed for the following reasons:

• Incorrect delivery address was provided originally.
• You've moved house.
• Goods have been delayed.

5. UNCLAIMED GOODS

1. If goods remain unclaimed by the customer for a period of three (3) months from the date of dispatch due to the customer's failure to pick up or receive the goods, WCTNZ® reserves the right to assume ownership of said goods. Concurrently, the associated order will be considered cancelled.
2. Legal title of the goods transfers from WCTNZ® to the buyer upon successful delivery of the goods or when the buyer picks up the goods from the designated pickup location.
3. WCTNZ® will not charge any storage fees for unclaimed goods during this three-month period.
4. WCTNZ® will make reasonable attempts to communicate with the customer regarding the unclaimed goods. This includes up to three (3) contact attempts over a two-week period using both phone calls and email, and one (1) final phone call at the end of the 3 months period, the customer may request the return of the goods within 24 hour grace period following the final phone call. Such requests must be made in writing and will be subject to a restocking fee of 25% of the original purchase price, plus any additional shipping and handling costs. In the absence of a response or acknowledgement from the customer after this communication period, WCTNZ® will consider the goods unclaimed and assume ownership thereof. The customer will be informed of the cancellation of the order and transfer of ownership via the last known contact details provided.
5. WCTNZ® reserves the right to dispose of or resell the unclaimed goods. The company may, at its discretion, donate the goods to charity, recycle them, or resell them to recover costs. Any proceeds from the resale of unclaimed goods will be used to cover storage and handling costs, with any excess being donated to a charity of WCTNZ®'s choice. The customer waives all rights to any compensation or proceeds from the disposal or resale of unclaimed goods after the three-month period has elapsed.

6. INTERNATIONAL SHIPPING

1. WCTNZ® currently does not provide international delivery services via the website. If you would like to discuss the option of importing one of our products, please email us at logistics@wctnz.co.nz. We will provide terms of export and clear shipping costs.
2. Both WCTNZ® and the buyer agree to comply with all applicable shipping laws and regulations, including but not limited to customs regulations, export/import laws, and transportation safety requirements.
3. All shipments shall be made under the Incoterms 2020 EXW (Ex Works) terms. Under these terms, the risk of loss or damage to the goods shall transfer to the buyer upon making the goods available at the seller's premises. The buyer is responsible for all costs and risks involved in taking the goods from the seller's premises to the desired destination, including clearing the goods for export and import.
4. Customs Brokerage: The buyer shall be responsible for engaging and paying for the services of a customs broker to handle all customs clearance procedures. WCTNZ® will not be responsible for any customs brokerage services unless explicitly agreed upon in writing.
5. Compliance with Customs Regulations: Both parties agree to comply with all applicable customs regulations and laws. The buyer shall be responsible for obtaining any necessary import licenses or permits and paying all customs duties, taxes, and fees associated with the importation of the goods.
6. Dispute Resolution for Customs and Duties: Any disputes arising from customs and duties issues shall be resolved through good faith negotiations between the parties. If a resolution cannot be reached within 30 days, the matter shall be submitted to binding arbitration in accordance with the rules of the International Chamber of Commerce.
7. Representation in Customs Clearance: The buyer shall be responsible for appointing a representative to handle all customs clearance procedures. This representative may be the customs broker engaged by the buyer or another designated agent. WCTNZ® shall not be responsible for representing the buyer in any customs clearance matters unless explicitly agreed upon in writing.

7. RETURN & CANCELLATION POLICY

Note: All return requests are to be performed by the original purchaser with the original order number via the MY ACCOUNT menu by viewing the order and using the return request tab.

WCTNZ® will only accept goods returned with prior notification.

7.1. TERMS OF REFUND

7.1.1. Conditions

1. Refunds are only applicable to products that have not been used (used is defined as soiled with human waste).
2. Refunds are only applicable within 30 days of dispatch.
3. Once used, products are eligible for Buy Back only OR for replacement parts if warranty applies.

If a product is purchased that satisfies one or more of the following cases, we will arrange a refund or replacement of the affected part:
Terms; “goods” & "products" are defined as the material property, not the shipping and/or handling charges or any other services associated with the goods.

7.1.2. Dispatched Goods

1. The component is proven to be faulty within the warranty period.
2. The product does not match its description as provided when sold.
3. The product received is not the product ordered.
4. Unused products may be returned upon request. However, the following items are non-returnable: custom-made products, perishable goods, and items that have been used or installed.
5. The return is at the buyer’s risk and cost during the 30 days grace period (plus 5 days for delivery) for a total of 35 days from the shipment (dispatch).
6. In the event that the product or component has been proven to have been damaged in transit, see Insurance Damages & Liability section above, Loss Or Damage, Clause II (3.2(II)).

7.1.2.1. Refundable Sums and Return Requirements

1. The refund sum is from the GST-inclusive sum of the goods less a 25% restocking fee if the product is returned in the original condition and packaging. Refunds will be issued by bank transfer.
2. If the product is in less than original condition Waterless Composting Toilets NZ reserves the right to recoup the cost of repairs & repacking from the refund sum up to 75% of the GST inclusive sum.
3. All fees will be deducted from the sum of the refund.

7.1.2.2. Non-Dispatched Goods Caveats 

1. Goods that have not been dispatched will incur a 15% cancellation fee if cancelled. This covers transaction fees and administration costs.
2. Cancellation requests must be submitted via email to sales@wctnz.co.nz or through the online cancellation form on our website. Phone cancellations are not accepted.
3. Cancellation requests will be processed within 5 business days of receipt. The buyer will receive a confirmation email once the cancellation has been processed.
4. The refund amount will be based on the original purchase.
5. The minimum charge on all refunds will be 10 dollars admin fee plus the cost of transactional fees.
6. All fees will be deducted from the sum of the refund.
7. The seller will provide written confirmation of the cancellation to the buyer within 24 hours of processing the cancellation request.

7.1.2.3. Receipt of Goods by Buyer

1. Products that are damaged in transit should not be signed for at the point of delivery as this will incur a change of ownership to the receiver and the delivery company & Waterless Composting Toilets NZ Ltd cannot accept liability of the condition of the goods after a signed receipt of goods “bill of lading” (BOL).

7.1.2.4. Return of Goods to Seller

1. To initiate a return or exchange, customers must contact our customer service department within the 30-day period to obtain a Return Merchandise Authorization (RMA) number OR use your online account with your original order number and request a return at the Return Item(s) option (available within 30 days of dispatch only). Products returned without prior notice or without an RMA number will be rejected. If the customer ships goods without authorization the goods will be considered abandoned.
2. Please ensure that returned products are safely packed in their original packaging. We will not be held liable for damage to products incurred during the return delivery.
3. Buyer must send returned goods with signature required status and the following details “Attention; WCTNZ Return’s” followed by the order/invoice number.
4. Return request approval requires the receipt of the goods and inspection.
5. When a return request has been approved by Waterless Composting Toilets NZ the refund will be transferred on the 20th of the following month or 10 days after the approval date.

Refunds will be issued to the extent required by the Fair Trading Act 1986 (FTA) and Building Act 2004 (BA). No part of these terms of use is to be taken as an express or implied repudiation of our obligations under these pieces of legislation.

Customer Instructions for Returns

1. Prepare your system for Returns:
1. Remove your system (if installed).
2. Perform the following cleaning procedure: remove any bulking agent that was added to the system and spray and wipe residuals to a clean condition. Note: any additional cleaning that must be performed by WCTNZ® will be incur a cleaning charge.
2.  Package your system:
1. Package the system in suitable containment to prevent damage in transit. Use original boxing if available. Systems returned in good condition and with packaging fetch higher refund value.
2. Include all accessory parts and components that are to be found with the system.
3. Do not include any organic or liquid consumables.
3.  Ship to WCTNZ®
1. Label your package "WCTNZ Attn: Returns", followed by the original order number.
2. Ship to WCTNZ, 8A Woodruffe Ave, Henderson, Auckland 0612.
4.  Wait for Return Approval
1. Allow up to 2 weeks for inspection of goods.
2. Once approved, you will be notified of the refund value. Your bank account details will be required for your account to be credited.
3. Your account will be credited with the refund amount on the 20th of the month (if approved 5 days prior, otherwise on the 20th of the following month).

Refunds will be issued to the extent required by the Fair Trading Act 1986 (FTA) and Consumer Guarantees Act 1993 (CGA). No part of these terms of use is to be taken as an express or implied repudiation of our obligations under these pieces of legislation.

8. PRODUCT EXCHANGE

8.1. Paid Orders

1. Before Dispatch - If an order is exchanged for another product that has not been dispatched, $50 administration fee applies.
2. Post Dispatch - If an order is exchanged for another product that has been dispatched, a 15% re-stock fee applies and $50 administration fee applies. Can be done within 30 days of dispatch only.

8.2. Financed Orders

1. Before Dispatch - If a financed order is exchanged for another product that has not been dispatched and restructuring of finance is required, $100 administration fee applies.
2. Post Dispatch - If a financed order is exchanged for another product that has been dispatched and restructuring of finance is required, a 15% re-stock fee applies, and $100 administration fee applies. Can be done within 30 days of dispatch only.

9. WARRANTIES

9.1. Replacement Parts

WCTNZ® is to furnish new parts to a customer whose toilet fails within the allotted warranty period for the particular component, provided that our inspection shows that such failure is due to defective material or workmanship. Any part supplied is warranted for the balance of the original warranty period based on the respective manufacturer’s warranty.

All support information for warranty claims is to be supplied by the customer to WCTNZ® within 21 days of alerting WCTNZ® to the fault. This includes SO and SN numbers from the unit, WCTNZ® order number, a description of the fault, photographs of the fault, and any other relevant information WCTNZ® requests.

1. The warranty period for a part begins from the date the original product was dispatched (plus 5 day additional days for transportation).
2. All faulty parts are to be returned to WCTNZ®, shipping of these is the customer's responsibility.
3. If a warranty replacement part is sent out and the original part is proven to not be faulty, the customer will be charged for the replacement part.

9.2. Replacement Parts Availability

WCTNZ® endeavours to hold replacement parts in stock to the best of our ability. If replacement parts are not available at the time of a warranty claim, the customer is responsible for covering all logistics costs from the point of origin.

For full details see Composting Systems Warranties

10. PRODUCT BUYBACK

For your convenience, we can provide the service of returning your product to market as a Refurbished Composting Toilet with a Limited Warranty. BuyBacks are performed at 20-40% of the original purchase ticket value (depending on condition, at the discretion of WCTNZ®) and are limited to systems under 3 years old. To organize a Buy Back, contact WCTNZ® on 0800 022 027 or sales@wctnz.co.nz to make your Buy Back enquiry. Products shipped to WCTNZ® without prior notice will not be accepted.

Customer Instructions for BuyBack

1. Prepare your system for BuyBack:
1. Remove your system.
2. Perform the following cleaning procedure: wash out and sterilize the system with conventional antibacterial treatment. If odour is present, please use alkaline water (water + baking soda) to soak, then rinse and dry.
3. Inspect for residuals - if present, repeat the cleaning procedure.
2.  Package your system:
1. Once thoroughly dry, package the system in suitable containment to prevent damage in transit. Use original boxing if available. Systems returned in good condition and with packaging fetch higher Buy Back value.
2. Include all accessory parts and components that are to be found with the system.
3. Do not include any organic or liquid consumables.
3.  Ship to WCTNZ®
1. Label your package "WCTNZ Attn: Buy Back", followed by the original order number.
2. Ship to WCTNZ, 8A Woodruffe Ave, Henderson, Auckland 0612.
4.  Wait for BuyBack Approval
1. Allow up to 2 weeks for inspection of goods.
2. Once approved, you will be notified of BuyBack value. Your bank account details will be required for your account to be credited.
3. Your account will be credited with the Buy Back amount on the 20th of the month (if approved 5 days prior, otherwise on the 20th of the following month).

HOW TO CONTACT US

If you have any questions in regard to this Shipping & Returns Policy particular policy, feel free to contact us in writing at:

•    support@wctnz.co.nz or;
•    ATTN: Support, 8A Woodruffe Ave, Henderson, Auckland 0612

This Shipping & Returns Policy was last updated 14/10/2024

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