Refund policy

Return & Refund Policy (NZ)

Overview

We comply with the Consumer Guarantees Act 1993 (CGA) and the Fair Trading Act 1986. Nothing in this policy limits your rights under that legislation.

Our products are supplied for agricultural use and are built to be durable and fit for purpose. Because they're large, made-to-order or imported in limited quantities, and are usually delivered, installed and put to work on your property, our approach to returns is different from a typical small-item retail policy - this page explains how it works.

Change of Mind & Returns

We do not offer returns, refunds or exchanges simply because you change your mind, and we do not run a general exchange policy.

Once a product has been delivered to your property and has been installed, used, or exposed to horses, livestock or the farm environment, it cannot be returned or exchanged for change-of-mind reasons. Once these products have been on a farm and around stock, we can't reasonably take them back and resell them as new.

Before delivery or use, we may - entirely at our discretion - agree to change or cancel an order, or reach some other arrangement with you. This is assessed case by case and does not create a general right of return.

None of this affects your rights under the CGA or Fair Trading Act - see "Genuine Faults & Structural Failure" below.

Genuine Faults & Structural Failure

The change-of-mind restrictions above are separate from a genuine fault. If a product is faulty, damaged, or not as described, you're entitled to a remedy under the CGA - regardless of delivery, installation or use.

Examples of a genuine fault can include things like a structural component failing, a weld breaking or failing, or the product materially failing to perform as it reasonably should for its intended use. This isn't a complete list - other genuine defects covered by the CGA are included too.

If you believe there's a genuine fault, please contact us promptly with photos and details so we can assess it properly. Depending on the circumstances and your CGA rights, the remedy may include repair, replacement or refund.

Where we're responsible for a genuine fault, any remedy required under the CGA will be met by us in line with our legal obligations - we won't ask you to cover costs that are legally ours to meet.

Things That Aren't Usually a Product Fault

Some things are generally the result of normal use, environmental conditions, or how a product has been installed or used, rather than a manufacturing or structural defect. Depending on the circumstances, these can include:

Normal wear and tear
Cosmetic imperfections
Surface weathering over time
Damage caused by horses or livestock
Impact damage
Misuse
Unsuitable installation
Unsuitable or uneven ground
Failure to adequately secure the structure
Use outside the product's intended purpose

We assess each situation on its own facts, and nothing here overrides your rights under the CGA where something is actually a genuine manufacturing or structural defect.

Transport Damage

Please check your goods when they arrive. If there is any visible damage:

Note it with the freight provider at the time of delivery
Let us know within 24 hours

We will work with you and the freight company to resolve the issue. This 24-hour request is there to help us act quickly with the freight provider - it doesn't remove any statutory rights you may otherwise have, and if you miss the window, please still get in touch and we'll do what we reasonably can.

Deposits & Pre-Orders

Deposits are taken to secure stock against incoming shipments.

Deposits are non-refundable if you change your mind
If we are unable to supply the product, a full refund will be provided

Installation Services

Where installation is provided:

Ground preparation is the responsibility of the customer unless otherwise agreed
We are not liable for issues arising from:
- Uneven or unsuitable ground
- Site access limitations

Any concerns with installation should be raised promptly so they can be addressed.

Product Use & Suitability

These products are designed for general equine and livestock use.

It is the customer's responsibility to ensure:

The product is suitable for their specific use
The structure is properly secured (especially in exposed/windy areas)

Refunds

Where a refund is required under the CGA, or otherwise agreed by us, we will arrange it with you in line with the circumstances and our legal obligations.