1.1 Delivery pricing generally

Delivery pricing shown on the website is based on the delivery information supplied by the buyer and the freight assumptions reasonably available to WCTNZ® at the time of checkout.

Residential, rural, non-metro, remote, island, restricted-access, oversized, heavy, tail-lift, manual-handling, dangerous-goods, redelivery, and special-carrier freight may attract additional charges.

Freight pricing may also change where: (a) the address is incomplete or inaccurate; (b) the freight is reclassified by the carrier; (c) site or access conditions differ from those reasonably assumed; or (d) the buyer requests a change after the order is placed.

1.2 Orders where delivery is paid online at checkout

Where delivery is paid online at checkout using the website freight calculator, WCTNZ® may adjust the delivery charge before dispatch if the actual freight cost exceeds the calculated amount by more than $15 or 5%, whichever is greater.

In that case, WCTNZ® may contact the buyer before dispatch to confirm the revised freight cost and discuss available options, including depot collection, address amendment, alternative freight arrangements, or payment of the freight balance.

Minor differences within that tolerance do not entitle the buyer to a refund of freight already paid.

Additional delivery costs caused by incorrect buyer-supplied address details, buyer-requested changes, failed delivery, redirection, storage, or undisclosed access/site conditions may be charged to the buyer at cost.

1.3 Orders where “pay shipping after” is selected

Where the buyer selects a “pay shipping after”, “calculate after”, or similar deferred-freight option, the online order is placed subject to subsequent freight confirmation.

In that case: (a) the delivery cost is not final at checkout; (b) WCTNZ® may issue a freight invoice after review of the delivery address, freight type, carrier requirements, and any applicable surcharges; (c) WCTNZ® may contact the buyer to discuss delivery options, including depot pickup, alternative delivery methods, address amendment, or other practical arrangements; and (d) the order will not be dispatched until the freight charge has been accepted and paid, unless WCTNZ® agrees otherwise in writing.

If the buyer does not accept or pay the confirmed freight charge within a reasonable time requested by WCTNZ®, WCTNZ® may place the order on hold, cancel the undisbursed order, or otherwise deal with the order in accordance with the applicable terms of sale.

1.4 No unilateral waiver of statutory rights

Nothing in this freight section excludes, restricts, or modifies any rights or remedies that cannot lawfully be excluded under New Zealand law.

1.5 Cancellation where deferred freight is not accepted

Where the buyer selects a deferred-freight option and later does not accept the confirmed freight charge, WCTNZ® may place the order on hold or cancel the undisbursed order.

If the order is cancelled in that situation, the cancellation will be treated as a cancellation of non-dispatched goods and the applicable cancellation provisions elsewhere in these terms will apply, including any reasonable cancellation fee or non-recoverable charges lawfully applicable to the order.

For custom-made, indent, special-order, non-standard, or project-supply goods, separate cancellation terms, deposit terms, or non-refundable charges may apply where disclosed at the time of order, quotation, or invoice.

1.6 Free delivery

WCTNZ® will send all “free delivery goods” on the most cost-effective carrier at the time of dispatch.

2.1 Pickup of orders

For full pickup order terms, see Terms & Conditions.

2.2 Failed deliveries

1. The buyer is responsible for providing accurate and complete shipping information. If delivery is impeded due to lack of communication or inability to physically deliver goods to the specified premises, reasonable attempts will be made to contact the customer. If successful delivery cannot be achieved within a reasonable timeframe, the freight company may retain possession of the goods for a duration not exceeding three days.
2. Should the goods remain undelivered after the stipulated three-day period, the freight company may initiate return of goods. Any back-charges incurred by WCTNZ® for return of goods will be deemed the legal liability of the customer. New delivery costs, inclusive of the incurred back-charges, will apply for re-delivery.
3. If the customer no longer desires the goods and chooses to cancel the order, the cancellation and any associated back-charges will be deducted from the refund amount.
4. If goods are unclaimed or undeliverable within three months, they will be considered unclaimed goods under this policy.

3.1 Inspection

The buyer should inspect the goods as soon as reasonably practicable after delivery to confirm that: (a) the goods supplied match the order; (b) the goods delivered are complete; and (c) there is no visible transit damage, obvious defect, or other issue that should reasonably have been identified on delivery or on an initial inspection.

If the buyer identifies any shortage, visible damage, obvious defect, or other issue, the buyer should notify WCTNZ® in writing within the 30-day inspection period, specifying the nature of the issue.

If the buyer does not inspect the goods and notify WCTNZ® within that period, the goods will be treated as accepted for the purpose of any apparent issue that ought reasonably to have been identified on delivery or on a reasonable initial inspection.

This inspection requirement does not limit any rights or remedies that cannot lawfully be excluded under New Zealand law, including in relation to hidden defects, delivery failures, or goods that do not comply with applicable consumer guarantees.

3.2 Loss or damage

The buyer should notify WCTNZ® promptly of any loss, shortage, non-delivery, or damage in transit so that WCTNZ® can assist with the carrier process and preserve any relevant claim rights.

Where a carrier requires a formal claim to be lodged within a specified period, the buyer must provide WCTNZ® with reasonable cooperation, photographs, delivery documents, packaging information, and any other evidence reasonably required for that process. As a guide only, carrier claim periods may include within 7 days of delivery for loss or damage claims, and within 14 days after a reasonable delivery period has elapsed for non-delivery claims.

Any carrier liability limits, including any Mainfreight, courier, LCL, parcel, or other carrier limitation amounts, apply as between the freight service and the shipment, but do not by themselves exclude or limit any rights or remedies that cannot lawfully be excluded under New Zealand law where WCTNZ® arranged delivery.

A signed bill of lading, proof of delivery, or other delivery document will be treated as evidence of apparent receipt and apparent condition at the time of delivery only. The buyer should note any visible shortage or damage on the document where possible. A signed delivery document does not, by itself, waive rights or remedies that cannot lawfully be excluded under New Zealand law.

The buyer remains responsible for accuracy of delivery details, access conditions, unloading arrangements, and any site-specific delivery constraints notified to WCTNZ®.

The buyer will not make or settle third-party shipping claims in WCTNZ®’s name without WCTNZ®’s consent. Where a third-party claim arises from incorrect buyer-supplied delivery information, undisclosed site/access issues, or buyer-controlled unloading/handling after delivery, the buyer will indemnify WCTNZ® to the extent that the claim arises from those matters. This indemnity does not apply to the extent the loss, damage, delay, or claim arose from WCTNZ®’s own act, omission, negligence, packaging failure, or breach of law.

3.2.1 Trade / commercial / project supply

For trade, commercial, project, indent, or other non-consumer supply, the buyer must cooperate with WCTNZ® in relation to carrier claims and provide all delivery documents, photographs, packaging information, and other evidence reasonably required.

Carrier liability for transit loss, damage, or delay is limited in accordance with the applicable carrier’s terms and any governing transport law. Freight and courier claims may also be subject to carrier caps in force at the time of shipment.

A signed bill of lading, proof of delivery, or other delivery document will be treated as evidence of apparent receipt and apparent condition at the time of delivery. The buyer should note any visible shortage or damage on the relevant document where possible.

Where delivery loss, damage, delay, failed delivery, redirection cost, or third-party claim arises from incorrect buyer-supplied delivery information, undisclosed site/access constraints, buyer-controlled unloading, or buyer instructions to the carrier, the buyer indemnifies WCTNZ® to the extent caused by those matters.

This clause does not apply to the extent the relevant loss, damage, delay, or claim arose from WCTNZ®’s own breach, negligence, packaging failure, or any liability that cannot lawfully be excluded.

3.3 Insurance options

Freight insurance is not included in the standard shipping cost unless expressly stated otherwise. Customers may be offered freight insurance at an additional cost, depending on the freight type and carrier options available.

If freight insurance is purchased, the buyer must notify WCTNZ® as soon as reasonably practicable after discovering damage or loss and, where possible, within 48 hours of receipt in the case of apparent transit damage. The buyer must provide photographic evidence, packaging information, order details, and any other information reasonably required to assist with the insurance claim process. WCTNZ® may assist with claim administration as part of the shipping service.

If freight insurance is not purchased, any available carrier claim rights may be limited by the carrier’s terms and liability caps.

Where WCTNZ® arranges delivery to a consumer, optional freight insurance is an additional protection only and does not, by itself, exclude or limit any rights or remedies that cannot lawfully be excluded under New Zealand law.

3.3.1 Required freight cover for certain orders

WCTNZ® may require insured freight, protected freight, specialist freight handling, or other risk-managed delivery arrangements for certain orders where WCTNZ® reasonably considers this necessary due to the value, fragility, weight, dimensions, destination, remoteness, handling risk, or carrier requirements applicable to the goods.

Where this applies, WCTNZ® will notify the buyer before dispatch and the applicable freight or insurance cost will form part of the delivery charge for that order.

If the buyer does not accept the required freight arrangement before dispatch, WCTNZ® may place the order on hold or cancel the undisbursed order in accordance with the applicable cancellation terms.

3.3.2 Trade / commercial / project supply

For trade, commercial, project, indent, special-order, or other non-consumer supply, carrier liability for transit loss, damage, or delay is subject to the applicable carrier’s terms, any governing transport law, and any separate written delivery, quotation, or project terms agreed with WCTNZ®.

Freight and courier claims may be subject to carrier claim windows, liability caps, excesses, exclusions, and documentation requirements in force at the time of shipment.

Where freight insurance is not purchased, any available carrier claim rights may be limited by the carrier’s liability terms.

Transit risk allocation, insurance responsibility, and any applicable carrier limitations for trade, commercial, or project supply may be governed by separate written terms, quotation terms, project terms, or agreed delivery arrangements.

3.4 Claims process

If insured goods are damaged, lost, or arrive with apparent transit issues, the buyer should notify WCTNZ® as soon as reasonably practicable after discovery and, where possible, within 48 hours of receipt in the case of visible damage.

To assist with the claim process, the buyer should contact WCTNZ® customer service and provide photographic evidence, packaging information, delivery documents, and order details.

WCTNZ® may assist with claim administration as part of the shipping service provided to the customer.

Prompt notification helps preserve carrier and insurance claim rights, but this claims process does not, by itself, exclude or limit any rights or remedies that cannot lawfully be excluded under New Zealand law.

7.1 Terms of refund — conditions

1. Refunds are only applicable to products that have not been used. Used is defined as soiled with human waste.
2. Refunds are only applicable within 30 days of dispatch, unless otherwise required by law or approved in writing by WCTNZ®.
3. Once used, products are eligible for BuyBack only or for replacement parts if warranty applies.

The terms “goods” and “products” are defined as the material property, not the shipping and/or handling charges or any other services associated with the goods.

7.1.2 Dispatched goods

A buyer may be entitled to a repair, replacement, refund, part replacement, or other appropriate remedy where:

1. The component is proven to be faulty within the applicable warranty period.
2. The product does not match its description as provided when sold.
3. The product received is not the product ordered.
4. WCTNZ® is otherwise required by New Zealand law to provide a remedy.

Approved discretionary returns of unused and uninstalled goods may also be considered within 30 days of dispatch, subject to this section and any applicable restocking, repacking, inspection, freight, or cancellation deductions.

The following goods are generally non-returnable unless required by law or expressly approved by WCTNZ® in writing: custom-made products, indent goods, project-supply goods, perishable goods, goods that have been used, and goods that have been installed.

Unless WCTNZ® is required by law to meet the return freight cost, the return of goods to WCTNZ® is at the buyer’s risk and cost during the applicable return approval period.

If a product or component is alleged to have been damaged in transit, the insurance, claims, and loss or damage sections of these terms also apply.

7.1.2.1 Refundable sums and return requirements

For approved discretionary returns of correctly supplied goods, any refund will be calculated from the GST-inclusive price paid for the goods, less any applicable restocking fee, repacking cost, inspection cost, payment processing loss, or other reasonable non-recoverable cost lawfully applicable to the return.

Unless otherwise agreed in writing, the standard restocking deduction for an approved discretionary return of unused and uninstalled goods returned in original condition and packaging is 25% of the GST-inclusive price of the returned goods. Refunds will be issued by bank transfer unless WCTNZ® agrees otherwise.

If returned goods are not in original condition, are missing packaging or components, or require cleaning, repair, repacking, testing, or reclassification before resale, WCTNZ® may deduct the reasonable cost of that work from the refund sum.

This clause applies only to approved discretionary returns of correctly supplied goods and does not limit any rights or remedies that cannot lawfully be excluded under New Zealand law.

7.1.2.2 Non-dispatched goods

Subject to any rights or remedies that cannot lawfully be excluded under New Zealand law, cancellation of goods that have not been dispatched may incur a reasonable cancellation fee.

For standard stocked goods, an approved pre-dispatch cancellation may incur a cancellation fee of up to 10% of the original purchase price, reflecting reasonable administration, payment processing, handling, and other non-recoverable costs incurred or typically incurred by WCTNZ® in processing and reversing the order.

For custom-made, indent, special-order, non-standard, project-supply, or supplier-committed goods, higher or separate cancellation charges may apply where disclosed at the time of order, quotation, or invoice.

Cancellation requests must be submitted in writing to sales@wctnz.co.nz or through the online cancellation form on our website. A phone request will not be treated as final unless confirmed in writing.

WCTNZ® will acknowledge receipt of the cancellation request as soon as reasonably practicable and will process the request within a reasonable time. Where practicable, undisbursed orders will be placed on hold pending review of the cancellation request.

Any refund will be calculated from the original amount paid, less any applicable cancellation fee and any other non-recoverable charges lawfully applicable to the order.

No cancellation fee applies where the customer is entitled to a remedy under the Consumer Guarantees Act 1993 or where WCTNZ® is otherwise required by law to provide a refund without deduction.

7.1.2.3 Receipt of goods by buyer

On delivery, the buyer should inspect the goods for any visible shortage, damage, or apparent issue and should note any such issue on the delivery record where possible.

A signed delivery receipt, bill of lading, or proof of delivery will be treated as evidence of apparent receipt only and does not, by itself, exclude or limit any rights or remedies that cannot lawfully be excluded under New Zealand law.

The buyer should notify WCTNZ® promptly of any visible transit damage, shortage, or delivery issue and provide photographs, delivery documents, packaging details, and order information reasonably required to assess the matter.

7.1.2.4 Receipt of goods by buyer — trade / commercial / project supply

On delivery, the buyer must inspect the goods for any visible shortage, transit damage, or apparent issue and should note any such issue on the bill of lading, proof of delivery, or other delivery document where possible.

A signed delivery document will be treated as evidence of apparent receipt and apparent condition at the time of delivery.

If the buyer signs for goods without noting visible damage or shortage, WCTNZ® and any applicable carrier may rely on that document when assessing any later transit claim.

This clause does not apply to the extent that any loss, damage, or claim arose from concealed damage, inadequate packaging, supplier fault, or any liability that cannot lawfully be excluded.

7.1.2.5 Return of goods to seller

To initiate a return or exchange, customers must contact our customer service department within the 30-day period to obtain a Return Merchandise Authorisation (RMA) number or use your online account with your original order number and request a return at the Return Item(s) option, available within 30 days of dispatch only.

Products returned without prior notice or without an RMA number may be refused. If the customer ships goods without authorisation, the goods may be considered abandoned. WCTNZ® will take reasonable steps to contact the sender before treating any unauthorised returned item as uncollected or abandoned.

1. Please ensure that returned products are safely packed in their original packaging. WCTNZ® will not be held liable for damage to products incurred during return delivery.
2. The buyer must send returned goods with signature-required status and the following details: “Attention: WCTNZ® Returns” followed by the order/invoice number.
3. Return request approval requires receipt of the goods and inspection.
4. If goods are approved for refund, exchange, repair, replacement, or store credit, WCTNZ® will process the approved remedy in accordance with the applicable policy and legal requirements.

Replacement Parts Availability

WCTNZ® endeavours to hold replacement parts in stock to the best of our ability. If replacement parts are not available at the time of a warranty claim, the customer is responsible for covering all logistics costs from the point of origin.