Refund policy
Damages and Issues (in accordance with the New Zealand Consumer Guarantees Act)
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you have received the wrong item. Under the New Zealand Consumer Guarantees Act (CGA), you are entitled to a remedy if the goods are faulty, not fit for purpose, or do not match their description.
To resolve the issue, we will evaluate your concern and, depending on the situation, provide a repair, replacement, or refund as required by the CGA. Contact us promptly with details of the problem, including relevant photographs or documentation, to help us process your request efficiently.
To start a return, please contact us at support@heat-it.co.nz. Returns should be sent to the following address:
heat it NZ Ltd
102 Doncaster Drive
3118 Papamoa
New Zealand
If your return is accepted, we will send you a return shipping label along with instructions on how and where to send your package. Please note that items sent back to us without prior authorization will not be accepted.
For any return-related inquiries, feel free to contact us at support@heat-it.co.nz.
Refunds
Once we have received and inspected your return, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed to your original payment method within 10 business days. Please note that your bank or credit card company may take additional time to process and post the refund.
If more than 15 business days have passed since your refund was approved, please contact us at support@heat-it.co.nz.
Voluntary Right of Withdrawal
You have the right to withdraw from this contract within 100 days without providing a reason. The withdrawal period begins on the day you, or a third party designated by you (other than the carrier), take possession of the goods.
The right of withdrawal does not apply to:
- Goods that are not prefabricated and are made based on your individual specifications or clearly tailored to your personal needs.
To exercise your right of withdrawal, please inform us of your decision by submitting a clear declaration (e.g., via post or email). The withdrawal deadline is met if you send your notification before the 100-day period has expired.
Contact details for withdrawal:
heat it NZ Ltd
102 Doncaster Drive
3118 Papamoa
New Zealand
Email: support@heat-it.co.nz
Consequences of Withdrawal
If you withdraw from this contract, we will reimburse all payments received from you, including delivery costs (excluding additional costs incurred by choosing a delivery method other than our standard delivery option). Refunds will be processed without undue delay, no later than 14 days after receiving your withdrawal notification.
Reimbursements will be made using the same payment method as the original transaction, unless otherwise agreed. No fees will be charged for the refund. We may withhold the refund until we have received the goods back or you provide proof of return, whichever comes first.
Goods must be returned without undue delay and no later than 14 days from the day you notify us of the withdrawal. The deadline is met if you send the goods before the 14-day period expires.
You will bear the direct costs of returning the goods.
You are only responsible for any reduction in the value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functionality.