Shipping, Collection, Returns & Refunds Policy
Effective date: [insert date]
This policy applies to goods sold by Import Retail Wholesale Investments Limited, trading as Tower Temporary Fencing.
Company number: 8658986
GST number: 138-591-484
Address: 2/22 Maich Road, Manurewa, Auckland
Email: info@towerfencing.co.nz
Phone: 021 170 9461
This policy should be read together with our Sale Terms & Conditions.
1. Order Processing
Please allow up to 72 hours for us to process an order before collection or delivery.
Processing times are indicative only and may vary depending on stock availability, order size, payment clearance and other operational requirements.
We will confirm when an order is ready for collection or scheduled for delivery.
Products shown as available on our website may occasionally be unavailable due to stock movements, inventory discrepancies, damaged stock or other circumstances.
Backorders may be accepted. Any estimated availability or delivery date for a backordered product is indicative only unless Tower has expressly agreed otherwise in writing.
We will not substitute an alternative product without the customer’s approval.
2. Auckland Delivery
Our standard delivery service is available throughout the Auckland region.
Tower Temporary Fencing generally delivers Auckland orders using our own vehicles.
The applicable delivery charge will be displayed during checkout, quoted before the order is accepted, or otherwise agreed with the customer.
Delivery charges are additional to the price of the goods unless expressly stated otherwise.
3. Delivery Outside Auckland
Standard online delivery is not currently offered outside the Auckland region.
Customers requiring delivery outside Auckland may contact us for a personalised freight or delivery quotation.
Acceptance of an order requiring delivery outside Auckland is subject to Tower confirming:
that delivery can reasonably be arranged;
the applicable delivery charge;
the expected delivery method; and
the estimated delivery timeframe.
Outside-Auckland freight or delivery must be separately agreed before Tower accepts the order.
4. Delivery Timeframes
Any delivery date or timeframe provided by Tower is an estimate unless expressly confirmed as guaranteed in writing.
We will use reasonable efforts to complete delivery within the estimated timeframe.
For customers protected by the Consumer Guarantees Act 1993, goods must be delivered within the agreed timeframe or, where no timeframe has been agreed, within a reasonable time.
5. Delivery Access
The customer must provide a safe and reasonably accessible delivery location.
Before delivery, the customer must ensure that:
the delivery address is correct;
access is available for Tower’s delivery vehicle;
gates, driveways and accessways are suitable and accessible;
any required site access arrangements have been made; and
an authorised person is present to receive the delivery unless unattended delivery has been specifically agreed.
Tower may refuse to enter an area that our driver reasonably considers unsafe, inaccessible or unsuitable for the vehicle or unloading operation.
6. Failed Delivery and Redelivery
If Tower is unable to complete delivery because of circumstances within the customer’s control, including:
incorrect delivery information;
inaccessible premises;
locked gates;
insufficient vehicle access;
no authorised person being available; or
unsafe unloading conditions,
the goods may be returned to our premises.
The customer may be charged a reasonable redelivery fee and any other reasonable costs arising from the failed delivery.
7. Unattended Delivery
Someone must normally be present to receive the goods.
Tower may leave goods unattended only where the customer has expressly authorised us to do so.
Where the customer requests unattended delivery, the customer must provide clear instructions identifying where the goods are to be left.
To the maximum extent permitted by law, risk of theft, loss or damage occurring after delivery passes to the customer once the goods have been left at the agreed location in accordance with the customer’s instructions.
This does not exclude Tower’s responsibility for damage caused by Tower during delivery or any responsibility that cannot lawfully be excluded.
8. Inspection on Delivery
Customers should inspect delivered goods as soon as reasonably practicable.
Where obvious delivery damage, incorrect quantities or incorrectly supplied goods are identified, customers should notify Tower as soon as possible.
For visible delivery damage, we request notification within 5 working days where reasonably practicable so that we can investigate the matter promptly.
This requested notification period does not remove or restrict any statutory rights available under New Zealand law.
9. Customer Collection
Customer collection is available from:
Tower Temporary Fencing
2/22 Maich Road
Manurewa, Auckland
Customers must wait until Tower has confirmed that their order is ready before arriving to collect it.
Please allow up to 72 hours for processing unless Tower confirms an earlier collection time.
We may require:
an order confirmation;
invoice or order number; or
reasonable identification
before releasing an order.
10. Risk on Collection
For customer collections, responsibility for the goods passes to the customer when the goods are handed over to the customer or their authorised representative, subject to any rights that cannot legally be excluded.
The customer is responsible for ensuring that their vehicle, trailer, restraint system and transport arrangements are suitable for safely transporting the goods.
11. Change-of-Mind Returns
Tower Temporary Fencing does not accept change-of-mind returns.
We do not provide refunds, returns or exchanges where a customer:
changes their mind;
orders the wrong item;
orders the wrong quantity;
no longer requires the goods;
incorrectly measures or specifies their requirements; or
subsequently determines that the product is unsuitable for their intended purpose,
unless Tower agrees otherwise in writing or applicable law requires us to accept the return.
Customers should therefore confirm product dimensions, quantities, specifications and suitability before placing an order.
This policy does not affect rights relating to faulty, damaged, incorrectly supplied or otherwise non-compliant goods.
12. Faulty Products
Customers should inspect products as soon as reasonably practicable after receiving them.
If a product appears faulty, please contact Tower as soon as reasonably practicable and provide:
the order or invoice number;
the product concerned;
a description of the fault;
photographs where reasonably practicable; and
any other information reasonably required to assess the issue.
Contact:
Email: info@towerfencing.co.nz
Phone: 021 170 9461
Tower may reasonably require an opportunity to inspect or assess the product before determining the appropriate remedy.
13. Damaged or Incorrectly Supplied Products
If goods are damaged before or during delivery by Tower, or Tower supplies an incorrect product or quantity, customers should notify us as soon as reasonably practicable.
Where reasonably possible, photographs should be supplied to assist us in investigating the issue.
If Tower confirms that the goods were damaged or incorrectly supplied, Tower will arrange an appropriate remedy in accordance with applicable law.
14. Remedies for Faulty Goods
Where goods fail to meet an applicable statutory guarantee, the appropriate remedy will depend on the nature of the problem and the customer’s legal rights.
Depending on the circumstances, this may include:
repair;
replacement;
refund; or
another remedy required by applicable New Zealand law.
Nothing in this policy restricts any right or remedy that cannot lawfully be excluded under the Consumer Guarantees Act 1993 or other applicable legislation.
15. Return Freight for Faulty or Incorrect Goods
Customers should contact Tower before returning goods.
Where Tower confirms that goods are faulty, damaged or incorrectly supplied and Tower is responsible for the issue, Tower will:
arrange collection; or
reimburse reasonable return freight costs,
as appropriate.
Because many of our products are large or heavy, customers should not arrange significant return freight without first contacting Tower.
If a product is inspected and is found not to be faulty, Tower may decline to reimburse return costs where permitted by law.
16. Return Address
Unless Tower arranges collection or agrees otherwise, authorised returns should be sent or returned to:
Tower Temporary Fencing
2/22 Maich Road
Manurewa, Auckland
Customers should contact Tower before returning goods so that the return can be identified and processed correctly.
Unauthorised returns may be refused where Tower is not legally required to accept them.
17. Original Packaging
Faulty goods do not need to be in their original packaging for a customer to exercise statutory rights where those rights apply.
Where Tower voluntarily agrees to accept a return that it is not legally required to accept, Tower may impose reasonable conditions on that return, including requirements relating to condition and packaging.
18. Refund Processing
Where a refund is approved, Tower will process the refund within 5 business days after the customer’s entitlement to the refund has been confirmed.
Refunds will normally be made to the original payment method where reasonably practicable.
Banks, credit card providers and payment services may require additional processing time before funds appear in the customer’s account.
19. Refund of Delivery Charges
Where goods are faulty, damaged or incorrectly supplied and applicable law requires Tower to bear the associated return or delivery costs, Tower will refund or pay reasonable applicable delivery costs.
Original delivery charges are not refundable where a return is not required by law and Tower has merely agreed to accept the return as a commercial accommodation.
20. Custom and Special-Order Products
Custom-made, printed, personalised, imported or specially ordered goods cannot be returned because of change of mind.
This includes custom signage and other products produced or procured specifically for a customer.
Customers are responsible for approving relevant specifications, artwork, wording, dimensions, quantities and other details before production or procurement begins.
This does not affect rights where custom or special-order goods are faulty, damaged, incorrectly supplied or otherwise fail to comply with applicable law.
21. Product Suitability
Customers are responsible for confirming that products are suitable for their intended application before purchase and installation, except where applicable law provides otherwise.
Customers should consider relevant factors including:
required dimensions;
intended use;
site conditions;
installation requirements;
wind exposure;
loading;
applicable standards;
engineering requirements; and
health and safety obligations.
The fact that a product is unsuitable for a customer’s intended purpose does not create a change-of-mind return entitlement where the customer selected the product without relying on a specific representation or recommendation that gives rise to legal rights.
22. Consumer Rights
Nothing in this policy excludes, restricts or modifies rights or remedies that cannot lawfully be excluded under New Zealand law.
For consumer purchases covered by the Consumer Guarantees Act 1993, goods must comply with applicable statutory guarantees, including requirements relating to acceptable quality, description, fitness for purpose and delivery.
Where Tower arranges delivery to a consumer, Tower remains responsible for satisfying applicable delivery obligations.
23. Business-to-Business Transactions
Where goods are supplied and acquired in trade, separate provisions in Tower’s Sale Terms & Conditions may apply, including provisions relating to contracting out of the Consumer Guarantees Act 1993 where legally permitted.
This Shipping, Collection, Returns & Refunds Policy does not override any separate written commercial agreement entered into between Tower and a business customer.
24. Contact
For delivery, collection, return or refund enquiries:
Tower Temporary Fencing
Import Retail Wholesale Investments Limited
2/22 Maich Road
Manurewa, Auckland
Phone: 021 170 9461
Email: info@towerfencing.co.nz