Return and Refund Policy

1. Before requesting a return

Please check all goods promptly after delivery and confirm that the product, size, flange standard, connection type, material and quantity are correct before installation or use.

Contact Titan Bolt Kits before returning any goods. Returns sent without prior approval may be refused or returned to the sender.

2. Incorrect, damaged or missing goods

Please notify Titan Bolt Kits as soon as reasonably possible if:

• the incorrect goods were supplied;
• goods arrived visibly damaged;
• items are missing from the delivery; or
• the shipment does not match the order.

We recommend reporting visible damage, shortages or incorrect goods within five working days of delivery, together with the order number, photographs and any relevant packaging or courier information.

Do not discard damaged packaging until the claim has been assessed.

Where Titan Bolt Kits supplied incorrect or faulty goods, we will arrange an appropriate remedy and cover reasonable return freight where required.

3. Faulty goods

Contact Titan Bolt Kits before arranging repairs, alterations or replacement through another supplier.

We may require reasonable information, photographs or inspection of the goods to determine the cause of the problem.

Depending on the circumstances and applicable law, the remedy may include:

• repair;
• replacement;
• resupply;
• credit; or
• refund.

Goods do not qualify as faulty where the issue was caused by incorrect selection, unsuitable application, incorrect installation, misuse, modification, excessive loading, chemical incompatibility, failure to follow technical requirements, or normal wear and tear.

Nothing in this policy limits any right or remedy that cannot lawfully be excluded under New Zealand law.

4. Change-of-mind returns and ordering errors

Titan Bolt Kits does not automatically accept returns where the customer:

• changes their mind;
• orders the wrong size, standard, connection type, material or quantity;
• no longer requires the goods; or
• finds an alternative product or price elsewhere.

We may, at our discretion, approve the return of standard stocked goods where:

• approval is requested within 30 days of delivery;
• the goods are unused, uninstalled, unmodified and undamaged;
• the goods remain complete and in resalable condition; and
• the original packaging, labels and product identification are intact where reasonably applicable.

Approved non-faulty returns may be subject to:

• return freight payable by the customer;
• inspection before acceptance;
• a reasonable restocking or supplier return fee advised before approval; and
• a credit rather than a cash refund for credit-account purchases.

5. Non-returnable goods

Unless faulty, incorrectly supplied or otherwise required by law, the following goods are normally non-returnable:

• special-order or non-stock goods;
• valves, bellows or other goods specifically procured for a customer;
• custom, cut, altered, assembled or modified products;
• goods manufactured or configured to customer requirements;
• used or installed goods;
• incomplete goods;
• damaged or contaminated goods;
• goods without sufficient product identification; and
• clearance goods identified as final sale.

Cancelling an accepted special-order or specifically procured item may require payment of supplier cancellation charges and costs already incurred.

6. Return process

To request a return, email:

sales@titanboltkits.co.nz

Please include:

• Titan order number;
• purchase order number, where applicable;
• product and quantity;
• reason for the return;
• photographs where relevant; and
• contact details for the person managing the return.

Titan Bolt Kits will provide return instructions if the request is approved.

Goods remain the customer’s responsibility until received by Titan Bolt Kits. We recommend using suitable protective packaging and a tracked freight service.

7. Inspection and processing

Returned goods will be inspected before a credit, refund, repair or replacement is approved.

We may decline a non-faulty return where the goods are not in the approved condition or do not match the return request.

Approved refunds will normally be made using the original payment method. Approved returns from credit-account customers may be processed by credit note against the relevant account.

Original freight charges are not refundable for change-of-mind or customer ordering-error returns.

8. Contact

Titan Bolt Kits
Email: sales@titanboltkits.co.nz
Website: www.titanboltkits.co.nz