Returns and Refund Policy

At R&R Aluminium LIMITED, we are committed to ensuring your satisfaction with our products. If you need to return an item, please carefully review the guidelines below to ensure a smooth and efficient process.

General Conditions for Returns

To qualify for a return, refund, or exchange:

  1. Notification: You must notify our team via email within 14 days of receiving the goods.
  2. Condition: Items must be unused, undamaged, and returned in their original packaging. Any items that appear used, damaged, or altered will not be eligible for return.
  3. Proof of Purchase: The original invoice or proof of purchase must accompany the returned item for verification.

Eligibility for Returns

To be eligible for a return:

  • The item(s) must remain in their original condition and free from any signs of use.
  • Return requests must be made within 7 days of the purchase date.
  • Proper packaging is required to ensure items are not damaged during transit.

Damaged or Defective Goods

We take great care to deliver your order in perfect condition. However, if goods are received in a damaged state:

  1. Immediate Inspection: Please inspect all goods upon delivery. If damage is apparent, do not accept the delivery and inform us immediately.
  2. Notification: Damaged items must be reported to us via email within 2 days of receipt, along with supporting photographs of the damage. Claims made outside this period may not be accepted.

Change of Mind / Incorrect Item Ordered

We understand that sometimes an item may not be suitable or may have been ordered by mistake. If this is the case:

  • Freight charges for both the original delivery and return shipping will not be refunded.
  • You are responsible for the costs associated with returning the item(s) to our facility.
  • If re-delivery is required due to an unsuccessful delivery attempt, additional charges may apply.
  • A restocking fee may be applied to items specially ordered or not part of our regular stock.

Exceptions

In cases where the return is due to an error on our part (e.g., the wrong item was shipped), we will:

  • Cover the return shipping costs.
  • Arrange for the correct item to be delivered to you at no extra charge.

Additionally, if the item is deemed defective or damaged, we will work closely with you to resolve the issue promptly by offering a replacement, exchange, or refund.

How to Initiate a Return

To start the return process:

  1. Contact Us: Email our customer support team at enquiry@r&raluminium.co.nz within the designated return period, providing:

    • Your order details
    • The reason for the return
    • Photographs (if applicable)
  2. Packaging and Shipping: Ensure the items are securely packaged to prevent damage during transit.
  3. Processing Refunds: Once we receive and inspect the returned items, we will process a refund (excluding freight costs) to your original payment method within 5 business days.

Important Notes

  • Items returned without prior approval may not be accepted.
  • Freight charges are non-refundable except in cases of incorrect or defective items.
  • Refunds may take up to 5 business days to reflect in your account, depending on your payment provider.