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          Shipping & Returns Details

          SHIPPING & FREIGHT INFORMATION

          Waterless Composting toilets NZ Ltd prides itself on providing you with reliable companies for delivery services.

          That is why we have chosen to use a range of service providers where you can choose the best provider and best price.

          WE USE

          Freight Providers

          Mainfreight for our freight deliveries exclusively.

          Mainfreight has a good record of accomplishment, for getting goods delivered on time, without damage, and they are well experienced in delivering to rural New Zealanders.

          Courier Providers

          Castle Parcels, Post Haste, New Zealand Couriers Post & Urgent Couriers for our Courier Services.

           

          YOU CHOOSE

          • 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 provided

          Note:

          • 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 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

          Courier services...

          Delivery Policy

          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.

          Notes

          • 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
          • Residential and non-metro areas may attract further surcharges
          • 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%)
          • All delivery and shipping charges are considered quote estimations only

          Surcharges &  Charges over Quote Estimates   

          All shipping costs provided on the website are estimates only. If real shipping costs exceed $15 or 5% of the shipping estimate, the surcharge will be charged to the customer.

          • This surcharge will be deducted from the customer's account points without prior notice if there are available points to do so.

          • If the customer has no account point, they will be notified about the surcharge and given payment options to fulfill the cost of delivery.

          The right to exercise this clause remains at the discretion of WCTNZ®.

          Free Delivery Option

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

          Delivery Time Frames

          • Delivery times vary between 2 days to 6-8 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

          Failed Deliveries 

          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.

          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.

          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. 

          If goods are unclaimed/undeliverable within 3 months, they will be considered unclaimed goods - please see our Unclaimed Goods policy.

          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 5% of the original shipping costs. The fee to change the delivery address is $15 or the entirety of the shipping balance, whichever's greater. 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

          Unclaimed Goods

          In the event that 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.

          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. 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.

          International Shipping

          • 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 info@wctnz.co.nz. We will provide terms of export and clear shipping costs.

          RETURN 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.

          Terms of refund.

          Refunds are only applicable to products that have not been used. Once used, products are eligible for Buy Back only.

          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

          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. The product or component has proven to have been damaged in transit see note 1.
          5. Unused products may be returned upon request.
          6. The return is at the buyer’s risk and cost during the 30 days cooling-off period (plus 5 days for delivery) for a total of 35 days from the shipped date
          7. 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
          8. 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
          9. All fees will be deducted from the sum of the refund

          Non-Dispatched Goods Caveats 

          1. Goods that have not been dispatched will incur a 15% cancellation fee if canceled. This covers transaction fees and administration costs
          2. The minimum charge on all refunds will be 10 dollars admin fee plus the cost of transactional fees
          3. All fees will be deducted from the sum of the refund

          Notes; On the receipt of goods by the 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

          Notes; On the return of goods to the seller

          1. Products returned without prior notice will be rejected and shipped back at the buyer's cost or otherwise negotiated by the seller
          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 Returns” followed by the original order/invoice number
          4. Return request approval requires the recite 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

          Customer Instructions for Returns

          1. Package your system:
            - Package the system in suitable containment to prevent damage in transit. Use original boxing if available.
            - Include all accessory parts and components that are to be found with the system.
            - Do not include any organic or liquid consumables.
          2.  Ship to WCTNZ®
            - Label your package "WCTNZ Att: Returns", followed by the original order number.
            - Ship to WCTNZ, 8A Woodruffe Ave, Henderson, Auckland
          3.  Wait for Return Approval
            - Allow up to 2 weeks for inspection of goods
            - You will be notified once the return request has been approved. Your bank account details will be required for your account to be credited.
            - Your account will be credited 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.

          ORDER SWAPS

          If you need to change your order, order swaps can be performed on non-dispatched orders only, within 21 days of the original order date. Please get in touch via email: sales@wctnz.co.nz. Order swaps will incur a $100 administration fee.

          BUY BACK

          For your convenience, we can provide the service of returning your product to market as a Refurbished Composting Toilet with Limited Warranty. Buy Backs 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 Buy Back

          1. Prepare your system for Buy Back:
            - Remove your system
            - Performing 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. Inspect for risiduals - if present, repeat the cleaning procedure.
          2.  Package your system:
            - 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.
            - Include all accessory parts and components that are to be found with the system.
            - Do not include any organic or liquid consumables.
          3.  Ship to WCTNZ®
            - Label your package "WCTNZ Att: Buy Back", followed by the original order number.
            - Ship to WCTNZ, 8A Woodruffe Ave, Henderson, Auckland
          4.  Wait for Buy Back Approval
            - Allow up to 2 weeks for inspection of goods
            - Once approved, you will be notified of Buy Back value. Your bank account details will be required for your account to be credited.
            - 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).

           

          Last updated 19/12/2022