5.1 This policy distinguishes statutory remedies under the Consumer Guarantees Act 1993 from voluntary change-of-mind returns.
5.2 Nothing in this policy limits or excludes customer rights under the Consumer Guarantees Act 1993, Fair Trading Act 1986 or other New Zealand law that cannot be excluded.
5.3 If a product is faulty, damaged, incorrectly supplied, not of acceptable quality, not as described, or otherwise fails to meet a consumer guarantee, Panamex New Zealand Limited will assess the issue and provide the remedy required by law.
5.4 Remedies may include repair, replacement, refund or another remedy required by the Consumer Guarantees Act 1993 depending on the circumstances.
5.5 To make a claim, customers should provide the order number, contact details, product name, batch or lot number if available, photographs, description of the issue, date the issue was noticed, how the product was stored and used, whether instructions were followed, and any relevant packaging or courier evidence.
5.6 Panamex New Zealand Limited may request return of the product, further photographs, inspection, courier investigation or other reasonable evidence before confirming the appropriate remedy.
5.7 Customers should preserve the product, packaging, affected surface and evidence until the claim is resolved.
5.8 Return shipping for accepted statutory claims will be handled in accordance with the Consumer Guarantees Act 1993 and applicable law.
5.9 Panamex New Zealand Limited does not offer change-of-mind returns.
5.10 Returns, refunds, replacements or other remedies are available only where required by law, including where a product is faulty, damaged, incorrectly supplied, not of acceptable quality, not as described, or otherwise fails to meet a consumer guarantee.
5.11 Refunds will usually be processed to the original payment method, subject to payment-provider processing times.
5.12 Panamex New Zealand Limited may refuse remedies for issues caused by customer misuse, failure to follow instructions, unsuitable surface use, product mixing, commercial use, alteration, contamination, storage contrary to directions, damage after delivery or other causes not attributable to Panamex New Zealand Limited, except where a statutory remedy applies.
Back to Neopol