Refund & Returns Policy – Purewater Products NZ

(Incorporated in and aligned with the Terms of Trade)

1. General Policy

1.1. This Refund & Returns Policy forms part of the Terms of Trade between the Customer and Secede Ltd T/A Purewater Products NZ (“the Company”).
1.2. All refunds, returns and exchanges are handled in accordance with:

• These Terms;
• The Consumer Guarantees Act 1993 (CGA); and
• Any applicable manufacturer warranties.
  1.3. Nothing in this Policy limits the Customer’s rights under the Consumer Guarantees Act 1993 unless the Products or Services are acquired for business purposes, in which case the CGA does not apply.

2. Eligibility for Refunds and Returns

2.1. The Company will accept returns or provide refunds where required by law, including where:

• Products are faulty or defective;
• Products are significantly different from their description and this difference directly impacts the product’s application or value;
• Services fail to meet the guarantees under the CGA; or
• The Company cannot supply Products or Services due to circumstances beyond its reasonable control (see Clause 12.2 of the Terms of Trade).

2.2. The Company does not provide refunds or accept returns for:

• Products made to the Customer’s specifications;
• Non-stocklist or special-order items (Clause 12.1);
• Products that have been installed, used, damaged, or modified by the Customer;
• Products that fail due to incorrect self-installation or failure to follow instructions (Clause 19);
• Change of mind purchases.

3. Reporting Issues or Defects

3.1. The Customer must inspect all Products on the date of delivery (Clause 11).
3.2. Any alleged defect, damage, incorrect item, or short-supply must be reported to the Company as soon as possible.
3.3. Upon request, the Customer must return the Products to the Company or allow the Company access to inspect them.
3.4. Products found to be defective due to misuse, improper installation, lack of maintenance, or non-compliance with instructions will not be eligible for refund, replacement, or repair.

4. Remedies for Defective Products

4.1. Where Products are confirmed to have a defect occurring prior to delivery, the Company will, at its sole discretion and in accordance with Clause 31.5:

• Repair the Product;
• Replace the Product; or
• Refund the Price paid.

4.2. Manufacturer warranties apply as set out in Clause 13, and the Customer must comply with all warranty conditions.

4.3. If the defect falls under the CGA (non-business customers), the Customer may be entitled to additional statutory remedies.

5. Returns Procedure

5.1. No Product may be returned to the Company without prior written approval.
5.2. Once approved, Products must be returned:

• In original packaging (where possible);
• With all included manuals, accessories, and components;
• In clean condition, free from contaminants, dirt, or biohazards;
• To the address specified by the Company.

5.3. The Company may charge a restocking fee for approved returns where:

• The return is not required under the CGA; and
• The Product is unused, in resalable condition, and part of standard stock.

Restocking fees typically range between 10%–20% of the item value, depending on supplier policies.

6. Shipping and Freight for Returns

6.1. If the return is required under the CGA or due to an error by the Company, the Company will cover reasonable return freight costs.
6.2. For all other returns (including Customer error and return-for-credit requests):

• The Customer is responsible for shipping costs;
• The Company is not liable for damage or loss during return transit;
• Risk transfers to the Company only once Products are received and inspected.

7. Refund Timeframes

7.1. Refunds will be processed once the Company has received and inspected the returned Products and confirmed eligibility.
7.2. Refunds will be paid using the original payment method unless otherwise agreed.
7.3. Processing may take up to 10 business days, depending on banking timeframes.

8. Services Refunds

8.1. Refunds for Services are considered on a case-by-case basis and in accordance with the CGA and Clause 13 (Warranties).
8.2. Services will not be refunded where:

• The Customer has failed to provide adequate site access (Clause 9.4);
• The Customer has provided incorrect or incomplete information;
• The issue arises from factors outside the Company’s control (e.g., site conditions, water quality variations);
• The Customer did not follow post-installation instructions or maintenance requirements.

8.3. If a Service fault is identified within the workmanship warranty period (90 days), the remedy will be re-performance of the Service, unless otherwise required by law.

9. Non-Refundable Items

The following items are non-refundable unless required under the CGA:

• Special-order Products;
• Cut-to-length or customised components;
• Filters, cartridges, membranes, and consumables that have been opened or used;
• Labour, call-out fees, travel costs, and third-party charges already incurred;
• Products damaged due to incorrect installation by the Customer or third parties.

10. Incorrect Installation or Misuse

10.1. Where Products fail due to incorrect installation performed by the Customer or a third party (Clause 19), refunds, returns, and warranty claims will be declined.
10.2. Any repair or corrective work required will be charged at the Company’s prevailing rates.

11. Cancellation of Orders

11.1. Orders for standard-stock Products may be cancelled only with the Company’s written consent.
11.2. Orders for custom-made or non-stocklist items cannot be cancelled once accepted (Clause 12.1).
11.3. If cancellation is permitted, the Customer may be liable for:

• Supplier cancellation fees;
• Restocking fees;
• Freight costs;
• Any work already undertaken.

12. Force Majeure

12.1. In situations covered by Clause 33 of the Terms of Trade, if the Company cancels an order due to events beyond its control, the Customer will receive a full refund of any amounts paid for undelivered Products or Services.
12.2. No additional compensation will be available.

13. Contact for Returns and Refunds

All return and refund enquiries must be directed to:

Purewater Products
Email: info@purewater.co.nz
Phone: 0800 746 744
Address: 431a Te Rapa Road, Te Rapa, Hamilton 3200