Updated: 05/07/2024

Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we cannot offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase in the form of a Packing slip or Tax Invoice.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

  • Some goods may incur a 25% restocking fee which will be deducted from the original goods purchase price.
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery

Refunds

a) Waterford Painting & Trade Supplies will repair, replace, or refund the purchase price of goods if applicable, in accordance with the Consumers Guarantees Act 1993.

b) Items are refunded at the price at time of purchase. 

c) Any approved refunds will automatically be made via your original payment method within 5 business days however you may experience further delays dependent on your Bank/credit card providers processing times.

d) Items purchased on clearance, end of line or by way of promotional prices will not be accepted for refund by way of change of mind.

e) Any unwanted goods will only be accepted for a refund if they are:

  • In a saleable condition with un-opened original packaging
  • Returned with copy of the supplied packing slip
  • Contact is made with Waterford Painting & Trade Supplies regarding the return no later than 7 days from receiving the goods.
  • Some goods may incur a 25% restocking fee which will be deducted from the original goods purchase price.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. 

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at sales@waterfords.co.nz

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges & Product Guarantees 

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sales@waterfords.co.nz about the item and with images of defects. We will then advise on return freight procedure.

Please don’t dispose of any damaged or defective items unless advised via email from a Waterford Painting & Trade Supplies representative as these maybe required from the manufacture. 

All of our Goods are covered by the manufacturers warranties and guarantees.

If the buyer has attempted to carry out remedial works on any goods, allegedly defective, without obtaining written consent from Waterford Painting & Trade Supplies, these goods will be void of all warranties, guarantees, exchanges or refunds.

Shipping returns

Where return shipping falls on your (consumer) responsibility, the product should only be shipped back to Waterford Painting & Trade Supplies, 80 Stoddard Rd, Mt Roskill, Auckland 1041. Unless advised otherwise via email from a Waterford representative.

You will be responsible for paying for your own shipping costs for returning your item.

Shipping costs are non-refundable. 

Depending on your location, the time it may take for an exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at sales@waterfords.co.nz for questions related to refunds and returns.