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Your rights and our obligations under New Zealand consumer law.
At Eco Pallets New Zealand Limited (“Eco Pallets”, “we”, “us”, or “our”), we are committed to supplying quality products and providing excellent customer service. This Returns, Refunds & Warranty Policy outlines your rights and our procedures for returns, exchanges, repairs, replacements, and refunds.
This policy operates in conjunction with your rights under the Consumer Guarantees Act 1993 (CGA), the Fair Trading Act 1986 (FTA), and other applicable New Zealand laws, which cannot be excluded except where permitted by law.
Our goods and services come with guarantees that cannot be excluded under the Consumer Guarantees Act 1993 where that Act applies.
You may be entitled to a repair, replacement, or refund if a product:
Where a failure is substantial, you may be entitled to reject the goods and choose a replacement or refund.
Where the failure can be remedied and is not substantial, we may elect to repair, replace, or remedy the issue within a reasonable time, as permitted by law.
Where goods or services are supplied for business purposes and both parties are acting in trade, the parties agree that the Consumer Guarantees Act 1993 shall not apply to the maximum extent permitted by law.
Nothing in this clause affects any rights that cannot legally be excluded.
We recommend inspecting all deliveries immediately upon receipt.
If your order arrives damaged, defective, incomplete, or incorrect:
For freight-related damage, we recommend notification within 7 days of delivery to assist with freight claims. This recommendation does not limit any rights you may have under applicable New Zealand law.
Following assessment, we may arrange:
At our discretion, we may accept change-of-mind returns within 14 days of delivery.
To be eligible:
Change-of-mind returns require prior approval from Eco Pallets before goods are returned.
We reserve the right to refuse returns that do not meet these conditions.
Unless required by law, we do not accept change-of-mind returns for:
Where a return is approved due to a product fault, defect, or error on our part, Eco Pallets will arrange or reimburse reasonable return freight costs where required by law or otherwise agreed.
For approved change-of-mind returns:
Any applicable restocking fee will be advised before the return is approved.
Many Eco Pallets products are supplied in bulk quantities or via palletised freight.
For commercial orders, bulk orders, project supply agreements, or custom quotations, additional return conditions may apply and will be outlined in the relevant quotation, sales agreement, or invoice documentation.
Where specific contractual terms apply, those terms will take precedence to the extent permitted by law.
To request a return, repair, replacement, or refund, please contact us with:
Email: sales@ecopallets.com.au
Please do not return goods without prior authorisation from Eco Pallets.
If approved, we will provide return instructions and advise the appropriate warehouse location.
Once returned goods have been received and inspected, we will notify you of the outcome of your claim.
Approved refunds will be processed using the original payment method unless otherwise agreed.
Please allow up to 10 business days for refund processing and banking clearance times.
For any questions regarding returns, refunds, warranty claims, or your rights under New Zealand consumer law, please contact:
Eco Pallets New Zealand Limited
Auckland Warehouse
107 McLaughlins Road
Wiri, Auckland 2104
New Zealand
Phone: +64 9 887 0297
Email: sales@ecopallets.co.nz
Website: https://ecopallets.co.nz