Goods Pick up & Get Delivered:
Pick up by buyer: The purchaser must check the item and report any damages or faults to us at pick up. We reserve the right to refuse claims that are made after pick up.
Delivery arranged by buyer: The purchaser must consign the pickup person to check the item and report any damages or faults to us at pick up. We reserve the right to refuse claims that are made after pick up.
Delivery by us: The buyer must check the item immediately and report any damages or faults to our delivery team at the time of receiving the item. We reserve the right to refuse claims that are made after signing off the delivery receipt.
Delivery arranged by us: The buyer must check the item prior to signing for them as if the items are signed for “in good order”. The buyer must report any transit damages or faults to us by email or phone within 24 hours after receiving the item. We reserve the right to refuse claims that are made after this time frame.
Delivery and Assembly fees
The buyer is responsible for the costs of transporting the goods unless otherwise agreed. If at any time the goods need to be redelivered due to the purchaser not being present to receive the goods when we have organized an agreed time with them, the cost of redelivering the goods will be on the purchaser.
Standard delivery service is to deliver to ground floor door/hall way/garage with easy access and NO external stairs/steps.
The buyer has the responsibility to disclose the delivery access and situations, and pay the correct fees for the correct services.
Our delivery team/contractors will ONLY do what they are paid for (written on invoice) and have the right to refuse to do more than they are paid for.
Please check with our sales team for more details and fees for delivery and assembly if it is needed.
Product Return/Damage Claim Instructions for Just Delivered Items
- DO NOT discard of the box/original packaging. In case a return is required, the item/s must be returned in original box. Without this your return will not be accepted.
- Take photo/s of the box markings. A photo of the markings (text) on the box is required in case a part is needed for replacement. This helps our staff identify your product number/model to ensure you receive the correct parts.
- Take photo/s, Video/s of damage. A photo/video of the damage is always required to file a claim and get your replacement or refund processed quickly. Please make sure you have the box even if it is damaged.
- Send the claim and supporting information to info@newmoonfurniture.co.nz