2.1 These Terms of Sale apply to products sold by Panamex New Zealand Limited trading as Neopol through Neopol.co.nz.
2.2 Sales are intended for New Zealand consumers purchasing household consumer products for personal, domestic or household use.
2.3 Ecommerce orders are not intended for delivery outside of New Zealand, wholesale supply, resale, trade use, commercial cleaning, manufacturing use or other business purposes unless Panamex New Zealand Limited agrees separate written terms.
2.4 Where a purchaser acquires products in trade and the law permits, the parties agree that the Consumer Guarantees Act 1993 does not apply to that business purchase.
2.5 Customers select products, provide delivery details, review pricing, delivery charges and GST-inclusive totals, and submit payment through Shopify checkout.
2.6 An order is an offer to buy and is accepted only when Panamex New Zealand Limited confirms acceptance or dispatches the products.
2.7 Panamex New Zealand Limited may decline or cancel an order before acceptance for stock, pricing, technical, fraud, payment, delivery, promotional, customer conduct or legal compliance reasons.
2.8 If an order is cancelled after payment, Panamex New Zealand Limited will arrange a refund of the amount paid for the cancelled products, subject to payment-provider processing times.
2.9 Prices are stated in New Zealand dollars and include GST unless stated otherwise.
2.10 Delivery charges, discounts and checkout conditions will be shown before purchase.
2.11 Payment must be received before dispatch.
2.12 Payment gateways, Shopify and fraud-prevention providers may collect and process payment, device, transaction and verification information.
2.13 Panamex New Zealand Limited may request reasonable verification before dispatch and may delay, cancel or refund an order if fraud, unauthorised use or payment risk is reasonably suspected.
2.14 Customers are asked to contact Panamex New Zealand Limited first about payment or order concerns before raising a chargeback, unless doing so would affect a legal right.
2.15 Panamex New Zealand Limited will use reasonable efforts to dispatch accepted orders within the processing timeframe stated on the website.
2.16 Delivery is by third-party courier providers. Delivery estimates are not guaranteed unless expressly stated.
2.17 Customers must provide accurate delivery details and ensure someone can receive the parcel where signature is required.
2.18 If a parcel is delayed, marked delivered but not received, lost, damaged or returned, Panamex New Zealand Limited may investigate with the courier before confirming any remedy.
2.19 Panamex New Zealand Limited may request photographs, packaging, tracking information, delivery details, authority-to-leave details and other reasonable evidence.
2.20 Risk passes on delivery to the delivery address, collection point, authorised recipient or location selected under an authority to leave, subject to non-excludable consumer rights.
2.21 Products come with guarantees under the Consumer Guarantees Act 1993, including guarantees as to acceptable quality, fitness for purpose where applicable, correspondence with description, reasonable delivery and other applicable guarantees.
2.22 If a product fails to meet a consumer guarantee, the customer may be entitled to a remedy under the Consumer Guarantees Act 1993.
2.23 Change-of-mind returns are separate from statutory remedies and are available only if Panamex New Zealand Limited offers them under the Returns & Refunds Policy.
2.24 Panamex New Zealand Limited may decline a non-statutory return where products are opened, used, damaged, altered, not in resaleable condition, purchased on clearance, or otherwise excluded by the Returns & Refunds Policy.
2.25 Nothing in this clause excludes statutory rights.
2.26 Customers must use products only for ordinary household purposes and strictly in accordance with labels, packaging, website instructions, warnings, Safety Data Sheet (SDS) references and product-specific guidance.
2.27 Customers must not misuse products, overuse products, mix products, transfer products to unlabelled containers, use products on unsuitable surfaces, ignore warnings, use expired or contaminated product, or use products for commercial cleaning, manufacturing, trade or industrial purposes.
2.28 Panamex New Zealand Limited may request order details, batch or lot information, photographs, video, packaging, affected surface details, cleaning history, storage details, use instructions followed, injury information and other reasonable evidence before assessing a product complaint, surface damage claim, damaged parcel claim or refund request.
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