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Shipping & Returns

Shipping

We use:

  • PBT, Mainfreight and Transfreight for bulk and pallet deliveries.
  • Post Haste & New Zealand Couriers for standard courier deliveries.

Items that are considered dangerous goods (DG) and rural deliveries can take longer to send throughout NZ.

 

Damaged Goods

If you receive damaged goods, please alert the courier driver when signing for the goods if you notice the damage at the time of the delivery. Whether you notice the damage at the time of delivery or after delivery, you must contact us in writing within 5 days of the goods being shipped from our distribution centre. If we do not receive notice in writing within this timeframe, the delivered goods will be deemed to be correct.


Note: Damages cannot be claimed against courier companies 5 days after the original pick up.

 

Sales Taxes

We are required to automatically charge goods and services tax (GST) for orders to be delivered to you at an address within New Zealand. You will be solely responsible for all sales taxes or other applicable taxes on orders requested to be shipped to any other country.

Return & Warranty Policy

We are committed to supporting our customers with a clear and fair returns process. To ensure efficient handling of returns, please note the following:

Returns - Incorrect Goods
Should you receive incorrect goods, please notify us immediately upon receipt.
Return Merchandise Authorisation (RMA)

  • All returns must be pre-approved and accompanied by an RMA number. No returns will be accepted for processing without a valid RMA number and return freight for such instances will be the responsibility of the customer.

Return Procedure

  • You must complete a RMA request form and submit it to our customer service team.
  • The RMA request form can be obtained by clicking on the link here, either complete an online form or download a manual copy which can be emailed to sales@formula.co.nz
  • Once approved, an RMA number will be issued.
  • The product relating to the RMA Number should be returned to our warehouse within 14 days of the RMA number being supplied.

Product Assessment

  • Upon delivery, our Service Department will inspect the returned item(s).
  • The assessment will determine whether the return is due to:
    • Faulty Product (manufacturing defect or failure)
    • Non-Faulty Returns

 

Faulty Products

  • If the product is deemed faulty, we will:
    • Repair free of charge if the product fails within the warranty criteria; or
    • Repair for a fee if the warranty period has expired, or warranty has been voided, provided the product is repairable; or
    • Replace with a replacement product (at our discretion, depending on availability and warranty terms); or
    • Credit your account for the value of the product if the product is within the warranty period and a repair or replacement cannot be arranged

–All products must be returned in new condition, ensuring the product is complete. Products must not be damaged, cut or modified in any way.

 

Non-Faulty Products

  • Non-faulty return conditions:
    • Products must be returned complete and in new condition, with original packaging, manuals, and accessories.
    • In the case of products that are bagged, should the bag be opened poorly they may be accepted at our discretion, but a re-bagging fee may be applied.
    • Non faulty returns must be returned to us within 30 days of original invoice, unless otherwise agreed by our service manager.
    • A 15% restocking fee may apply.
    • We reserve the right to not issue a credit for items that are returned due to being unwanted by the customer

 

Warranty Coverage

  • Warranty terms vary depending on the product. Specific warranty periods will be provided at the time of purchase.
  • Warranty does not cover:
    • Misuse, neglect, or improper installation (if applicable).
    • Normal wear and tear.
    • Damage caused by third parties or external factors.

 

Freight & Handling

  • If the product is confirmed faulty under warranty, we will cover the cost of shipping the replacement or repaired item back to you, providing you reside in New Zealand.
  • If no fault is found, you may be asked to cover the return shipping costs.

 

Exclusions

  • Special-order or customised items are non-returnable unless faulty.
  • Returns cannot be accepted 30 days after the invoice date, unless covered by warranty.
  • Orders that are cancelled once picked and packed, may incur a 5 % cancellation fee.

All returns accompanied by an RMA number can be returned to our distribution centre, located at:
60B Cryers Road,

East Tamaki,

Auckland 2013