Refund policy

Returns and refunds

We want you to receive the correct product in good condition. This Refund Policy applies to purchases made through the HWHP Parts Shop and operates alongside your rights under the New Zealand Consumer Guarantees Act 1993 and Fair Trading Act 1986. Nothing in this policy limits or excludes any rights or remedies you may have under New Zealand law.

Change-of-mind returns

You may request a return of an eligible standard-stock item within 14 days of receiving your order.

To be eligible for a change-of-mind return, the item must be:

  • Unused and uninstalled
  • In its original packaging
  • In new and resalable condition
  • Accompanied by proof of purchase

Please contact info@waterheating.co.nz  before returning any item. Returns sent without prior approval may not be accepted

For approved change-of-mind returns, return freight is the customer's responsibility. A restocking fee of up to 15% may apply where reasonably required to cover inspection,repackaging, administration or supplier charges.

Faulty, damaged, incorrect or missing goods

Please check your order when it arrives and contact us as soon as reasonably possible if an item is faulty, damaged in transit, incorrect or missing.

Please provide your order number and photographs where relevant so we can assess the issue.

Where a product is faulty, damaged, incorrect or otherwise covered by applicable consumer law, we will assess the issue and provide the appropriate remedy. This may include repair, replacement or refund, depending on the circumstances and your rights under New Zealand law.

Any timeframe mentioned in this policy for reporting an issue does not limit your rights under the Consumer Guarantees Act 1993 or other applicable New Zealand leglislation.

Items that cannot be returned for change of mind

Unless required by law, change-of-mind returns are not available for:

  • Custom-made or specially ordered products
  • Gift cards
  • Hazardous materials
  • Products that have been installed or used
  • Sealed electrical or electronic products that have been opened and cannot reasonably be resold
  • Other products that are specifically identified as non-returnable at the time of purchase

Sale and clearance items remain covered by applicable consumer rights.

Return condition and shipping

Please package approved returns securely and include your order number and relevant order details.

For change-of-mind returns, return freight is the customer's responsibility. We recommend using a tracked delivery service, as we cannot be responsible for items lost or damaged while being returned to us.

If your return relates to a fault, damage, incorrect item or an error on our part, please contact us before sending the product back so we can confirm the appropriate return method.

Refunds

Once your returned item has been received and inspected, we will notify you whether the return has been approved.

Approved refunds will normally be issued to the original payment method within 10 business days. Your bank or payment provider may require additional time to process the refund and make the funds available to you.

If an approved refund has not appeared after 15 business days, please contact us at info@waterheating.co.nz.