Who this policy applies to

This policy applies to all customers and staff during any sales, support, or service interactions, whether in person, online, or via other communication channels. This includes sales of our building materials, sanitary systems, and any other products or services provided by our company.

Customer expectations and responsibilities

1. Customers have the right to expect that all interactions will be conducted with respect, professionalism, and honesty.
2. Customers are entitled to receive accurate information about our products, including their suitability for various building projects, as per the Fair Trading Act 1986.
3. Customers are expected to behave courteously and refrain from abusive, harassing, or aggressive behaviour towards staff. This includes verbal, written, or physical misconduct.
4. Customers must provide accurate information when requesting support and comply with any reasonable instructions given by our staff.

Staff expectations and responsibilities

1. Our staff have the right to a safe and respectful work environment. Any form of abuse, harassment, or discrimination will not be tolerated.
2. Staff are obligated to act professionally, provide honest information, and maintain the confidentiality of customer information as required by law.
3. Staff must not engage in misleading or deceptive conduct when promoting, selling, or advising on our products. All claims must comply with the Fair Trading Act 1986.
4. If customers engage in inappropriate behaviour, staff have the right to terminate the interaction and escalate the matter to management if necessary.

Product information, suitability, returns, and warranty

How misconduct and disputes may be handled

Product use, installation, and indirect loss

Our company will not be liable for any indirect or consequential loss resulting from the misuse or improper installation of our building materials or systems.

For sanitary systems and other building products that form part of a larger structure, we recommend that installation be performed by a certified professional. If a product defect is discovered, please notify us immediately, and we will work to resolve the issue in line with our legal obligations.

When support services may be limited or terminated

Support services may be terminated for any customer found to be engaging in repeated misconduct or who fails to comply with these terms.

We reserve the right to refuse service, subject to compliance with the Human Rights Act 1993 and other applicable legislation.

New Zealand law applies

This Sales and Support Conduct Policy is governed by the laws of New Zealand. Any disputes arising in relation to these terms will be handled in accordance with New Zealand law.