Refund & Returns

1. INSPECTION AND NOTIFICATION

You must inspect the Goods on delivery and, within seven (7) days, notify us in writing of any evident defect, damage, shortage, or non-conformity. Other defects must be notified as soon as reasonably possible. You must allow us to inspect the Goods.

2. RETURN AUTHORISATION (RMA)

All returns must be authorised in advance. Contact us to obtain a Return Merchandise Authorisation (RMA) before returning any Goods. Goods returned without an RMA may not be accepted. The RMA process determines, based on the circumstances and fault, who bears return freight and whether any handling fee applies.

3. CONSUMER GUARANTEES ACT 1993

Where you acquire Goods as a consumer for personal, domestic or household use, the guarantees under the Consumer Guarantees Act 1993 (NZ) apply and are not affected by this Policy. If Goods fail to meet a guarantee, you may be entitled to a repair, replacement or refund, and to compensation for reasonably foreseeable consequential loss.

Where you acquire Goods for the purposes of a business, you agree the Consumer Guarantees Act 1993 does not apply to that supply, to the extent permitted by section 43 of that Act. In that case our liability for defective Goods is limited as set out in our Terms of Service.

4. RETURN WINDOW AND CONDITIONS

Subject to your statutory rights, returns will only be accepted within twelve (12) months of the invoice date and provided that: (a) you have complied with Section 1; (b) we have agreed the Goods are defective; (c) the Goods are returned within a reasonable time at your cost (where that cost is not significant); and (d) the Goods are returned in as close a condition to delivery as possible, including all original packaging.

5. DISCRETIONARY (CHANGE-OF-MIND) RETURNS

We are not obliged to accept change-of-mind returns. Where we accept a non-defective return at our discretion, we may require a handling fee of up to twenty-five percent (25%) of the value of the returned Goods plus freight costs. The actual fee and freight responsibility are determined through the RMA process. If we are required by law to accept a return, we will do so on the conditions imposed by that law.

6. EXCLUSIONS

Subject to the Consumer Guarantees Act 1993, we are not liable for any defect or damage arising from: failure to properly maintain or store the Goods; use for a purpose other than that intended; continued use after a defect was apparent; failure to follow our instructions; or fair wear and tear, accident, or act of God.

Installation requirement

All Goods sold must be installed by a suitably qualified and registered electrician. Warranties offered may be voided if Goods are not installed by a registered electrician.

7. REFUNDS AND SHIPPING

Approved refunds are processed to your original payment method within fourteen (14) days of us receiving and assessing the returned Goods, or of us agreeing a refund is payable. Your bank or card provider may take additional time.

Free shipping promotions are available for online orders only and apply within New Zealand. Please check the current promotion for any rural or remote-delivery exclusions.

8. HOW TO MAKE A RETURN

To request an RMA or report a defect, contact us at accounts@tropac.co.nz or TROPAC Industrial Electrical Solutions GP Limited, 100 Montgomerie Road, Airport Oaks, Auckland Airport 2150. Where there is any inconsistency between this Policy and the Consumer Guarantees Act 1993, that law prevails.