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Returns Policy, Order Cancellation and Delivery Times.

New Zealand Wood Products Limited Returns Policy

The buyer should notify New Zealand Wood Products Limited (NZWOOD) in writing, within 7 days following delivery, if the buyer rejects non-conforming or defective product, NZWOOD will then be given the opportunity to inspect the products and if NZWOOD agrees that the product is non-conforming or defective, NZWOOD will either replace the product or refund the purchase price. For all other returns, products may be returned at the sole discretion of NZWOOD.

Products that cannot be returned:

  • Products that have been exposed to weather,
  • Products delivered to a building site,
  • Customer requested cut to length engineered timber,
  • Any product requiring customisation over the standard offering,
  • Engineered timber or plywood that has been LOSP treated.

No returns shall be made, or credits issued without prior discussion, inspection, and agreement with NZWOOD, no returned products will be accepted at a NZWOOD site without prior agreement of the return.

Products returned must be adequately wrapped to protect them from weather damage and arrive at an NZWOOD site in a fit and resalable condition. Products must also be accompanied by a request for credit (RFC) clearly stating:

• the original order number,

• NZWOOD’s invoice or packing slip,

• the name of the NZWOOD representative who has authorised the return.

Returns, other than for non-conforming or defective product, will attract a transaction fee of 10% of the invoice value or $100.00 whichever is the greater, plus applicable freight charges.

Order Cancellation

Cancellations or changes to orders will only be valid if made within two hours of receipt of the customer order confirmation sent from NZWOOD Customer Service. In all other cases the buyer will be legally obligated to complete the order.

Please contact NZWOOD on 0800 022 352 for the full terms and conditions of trade.

Delivery Times

While all reasonable effort is undertaken to ensure delivery times are met, no liability can be accepted by NZWOOD for late delivery of product.

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