Click & Collect and Store/Showroom Pickups
If you are placing a click & collect order, please note that we have a 5 day pickup policy which means you need to make sure you pick up your order within 5 days of purchase. After 5 days, we charge a daily storage fee of $10 (inc. GST) for each day. We will only waive the storage fee if your order contains backorder items. If you find that you can't pick your order up within 5 days and wish to avoid incurring storage fees, we can ship the order to you. Just contact us and arrange for your order to be delivered. Please note that you may need to pay for delivery if your order doesn't meet our free delivery conditions. If the delivery option also doesn't work for you, we can put the items back in stock until you're ready to pick them up, however please note that items may be sold to other customers and go out of stock.
Standard Delivery Service
- We do our best to deliver to you quickly and cost effectively.
- We are unable to accept requests for specific delivery times, or accept liability for consequences of late, or early deliveries.
- If nobody is home the carrier will attempt to leave the goods somewhere safe.
- Delivery times and days are subject to traffic, driver availability and other issues beyond our reasonable control.
Normally we will ship your order within 3-5 working days after payment is received. Our carriers will endeavour to give you advance notice of the delivery to your address on the day, if requested and whenever practical. Driver will be on site for up to 10 minutes at drop off.
City Residential Area Deliveries
Delivery to driveway for city residential areas only. This excludes difficult driveways and unfinished sites, rural areas, multilevel apartments/dwellings etc.
South Island city residential includes Christchurch, Nelson, Dunedin Cities only.
Town and Rural Deliveries
In most cases, our carriers will attempt to deliver orders to rural addresses. In the rare case when rural delivery is not possible, your order will be sent to the nearest city or town depot and you will be notified to arrange pickup.
Please note that deliveries to some rural areas are subject to rural distance and fuel surcharges. While our system tries to present accurate delivery charges, Trade Depot Ltd. reserves the right to charge for additional delivery costs after the order has been placed. Please note that you may be contacted by our customer services in the case when the actual cost to deliver to your address is higher than the estimated checkout delivery charge.
Please note that deliveries of items weighing over 30Kg require you to have 1 suitable unloading person on site able to carry 30Kg in addition to the driver.
Small orders delivered by courier will have a rural delivery surcharge applied at the checkout, when you enter your address.
Goods Inspection on Delivery
IMPORTANT! - All deliveries require a person present to unpack and inspect the delivery and sign for goods received confirming they are in good condition and free from breakages/damage. It is advisable that you immediately open packages and inspect for signs of damage or defect.
If you accept the delivered goods without a person present you will reduce your rights to claim for transport damage or loss. This will not reduce your rights to claim for faults in manufacturing etc.
Please do not sign “undamaged” unless you are delighted with the condition of the items in your order in respect of breakages, damages or defects.
Requesting a Delivery Date
Due to our optimised logistics, we cannot offer or guarantee deliveries for a specific date or time. You may request us to not deliver before a certain date but please note that, if we need to store your order for more than 5 days from the date of purchase, you will incur our standard storage fee of $10 (inc. GST) per each day over 5 days. Please see our Delivery and Returns policies for details.
In Case of Damage
If your order has been delivered by our own Trade Depot delivery service, you will be able to arrange a return/replacement on the spot with the driver.
If your order has been delivered by our partner carriers, make sure you state that (some) goods were damaged on the proof of delivery document then please contact our customer service team to logde a return/replacement claim.
Delivery Exclusions
Please note that standard deliveries exclude special delivery services:
- Express deliveries (same day)
- Carrying up stairs
- Placement within your home
- Unpacking & assembly
- Box / pallet removal
- Installation
- More than 10 minutes on site
- After hours
Discounted and Free Delivery Terms
We offer competitive delivery rates on almost all of our items (some exclusions apply). Please check our Delivery and Returns page for details.
When you enter your delivery address in the checkout, the final freight charge is calculated by applying our free delivery rules based on the order value and delivery post code and is what will be applied to your order in the checkout as the final delivery cost.
Small items do not contribute to the discounted delivery calculations. We frequently send small items out separately so their freight is added to the large item freight for the final freight cost.
Please note that some items do not qualify for discounted delivery. Christchurch / South Island only items do not qualify for discounted delivery to the North Island.
Please note that the delivery estimates on the product details pages may differ from the final delivery charge in the checkout as the freight is calculated to your exact delivery address.
Returns
We stand behind our product range and work hard to provide you with affordable quality products. Sometimes, things might not work out for whatever reason and that's why we offer an easy (change of mind) returns policy. We'd like you to be completely satisfied with your product selection and it’s suitability!
We offer a “no questions” 28 day right of return on all goods purchased. Of course the goods must be unused and in re-saleable condition, with their original packaging. Simply contact us and let us know that you wish to return your items and we'll get things under way. Please make sure you specify your invoice, sales or order number or TradeMe reference as well as the reason for returning the item.
You will need to pay the freight for returned items, however, contact us and we'll see what we can do to minimise this cost to you.
Restocking Fee
Returns will attract a restocking fee (at least 20% of the item price) if returned after the 28 days.
Please note that to claim a return, your item must be in re-sellable condition.
Appliance Troubleshooting Self Service
Before submitting a warranty claim please see our self service help centre with articles about our appliances and products that cover basic troubleshooting and common issues.
Please check the help centre when you are experiencing issues with our appliances, it may be an easy to solve problem. If you don't find a solution to your problem, please proceed to submit a warranty claim.
Item Warranty
- Misuse of a product and/or use for which it was not designed
- Neglect, deliberate damage, failure to care for or maintain the product in an acceptable manner
- Unauthorised repairs or modifications to the product
- Minor imperfections not affecting performance or decorative value
- Damage caused after removal and reinstallation, for example when moving house
- The warranty is for personal or household use only.
Trade Depot Warranty
In general, the Trade Depot motto is: “When things go wrong, we’ll do our best to right them no matter who is at fault.” We will endeavour to assess each warranty claim on a fair basis and perform remedial actions as necessary to resolve the claim to your satisfaction.
By default, you are protected by the New Zealand Consumer Guarantees Act 1993. The Act specifies rights and remedies available to you if our goods fail to meet one or more of these guarantees. Trade Depot Limited, its warranties and its terms of sale will comply with all requirements of the Consumer Guarantees Act.
This specific warranty statement outlines terms, exclusions and guidelines over and above the standard consumer rights as stipulated by the New Zealand Consumer Guarantees Act 1993 and is applicable only to products purchased from Trade Depot Limited.
General Warranty Statement
For this product, Trade Depot Limited provides a 12 Month Replacement Warranty.
The warranty covers materials, workmanship and labour within these specified and respective timeframes. Where no labour warranty period is specified, a standard 12 months labour warranty is provided. The labour warranty is subject to terms outlined in the “Warranty Service Areas” section.
Trade Depot Limited will repair, replace or refund the item depending on how serious the fault is, except in circumstances outlined under “Warranty Conditions and Limitations”. We will endeavour to remedy the warranty claim within a reasonable timeframe. Where it is not possible to provide repair or replacement, we will offer a refund. If we offer a replacement and the specific product is not available or no longer manufactured, we reserve the right to provide a similar product.
Trade Depot Limited shall not be liable for consequential losses, damages, costs or inconvenience of any kind including loss of profit. In particular, Trade Depot shall not be liable for any loss, damage, expense, or inconvenience arising from:
a) the faulty installation of this Trade Depot product;
b) the combination, integration, or operation of this Trade Depot product with product not provided by Trade Depot;
c) where goods are used or adapted for a purpose for which they are not designed.
Proof of purchase is required for a warranty claim and warranties are not transferable. Contact Trade Depot Limited directly as soon as you can and generally before engaging tradespeople to service or repair your item.
Warranty Conditions and Limitations
This product warranty does not cover:
Warranty Service Areas
In general, free warranty service areas include homes in central city suburbs/areas of Auckland, Hamilton, Tauranga, Mt Maunganui, Wellington and Christchurch (excluding outlining areas and Islands).
In these areas, Trade Depot will endeavour to repair, replace or service your warranty claim within a reasonable period.
In other areas, a travel surcharge and callout fees will apply which will be waived in a return-to-base situation.
Items to be serviced/inspected must be in a suitable (thoroughly clean) condition otherwise costs of cleaning and repair preparation may apply.
Repairs and repairers must be authorised by Trade Depot Limited otherwise their repair costs may not be covered in full by warranty. The amount covered will be assessed by Trade Depot Limited.
Installation, Workmanship, Testing and Inspection before Commissioning
Installations and workmanship not carried out by personnel authorised by Trade Depot Limited are excluded by the provisions of this warranty. Please ensure you obtain a comprehensive written warranty from your tradesperson for all materials and workmanship completed and keep a copy of quotes, invoices, warranties and all correspondence.
All goods must be installed, serviced and/or operated by a qualified experienced tradesperson.
- Installations must comply with industry standards and normal practices including pre-installation inspection and checking and post-installation testing of all functions for failure. Failure to comprehensively inspect for defects/flaws before installation (and on immediate arrival) can in some circumstances limit your claim under this warranty. This is due to the Trade Depot Limited not having control/care or custody of the product.
- Sanitary, Plumbing and Drainage items must be installed by a registered industry professional.
- Electrical Installations must be undertaken by a licensed electrical worker and a Certificate of Compliance or Electrical Safety Certificate (including Registration / Practicing licence number) may be required.
