Refund policy
New Zealand Market Return, Exchange and Warranty Policy
This Return, Exchange and Warranty Policy applies only to products sold by SAN QI through the New Zealand Market on this website, unless a separate written quotation, invoice, order confirmation, sales agreement, warranty document, or market-specific policy states otherwise.
This policy does not apply to International Market orders, distributor orders, customised international orders, port-to-port international shipments, or any order governed by a separate written agreement.
♠ Product Sales Scope
Our products are primarily intended for commercial users, retail clients, and individual customers in the New Zealand Market.
Product categories include, but are not limited to, stainless steel sinks, workbenches, storage racks, display cabinets, refrigeration units, and warehouse shelving. More products may be added progressively.
All product prices for the New Zealand Market are listed in New Zealand Dollars (NZD), unless otherwise stated. Prices include basic packaging but exclude shipping and installation services, unless otherwise stated in writing.
♠ Warranty and Compliance
We aim to supply products in accordance with applicable consumer protection requirements in New Zealand, including the relevant provisions of the Consumer Guarantees Act 1993, the Fair Trading Act 1986, and other applicable consumer protection laws in New Zealand.
For consumer transactions in New Zealand, nothing in this policy is intended to exclude, restrict, or modify any rights or remedies that cannot lawfully be excluded, restricted, or modified under applicable law.
For commercial users, where products are purchased or used for business, commercial, resale, manufacturing, or non-household purposes, certain consumer protection provisions may apply differently or may not apply to the same extent. Where permitted by law and agreed in writing, certain warranties, guarantees, remedies, or liability provisions may be excluded or limited for business transactions. Each case will be assessed based on the nature of the product, the actual use of the product, the applicable law, and the relevant transaction documents.
Nothing in this policy is intended to exclude, restrict, or modify any rights that cannot lawfully be excluded, restricted, or modified under applicable law.
♣ Repair Request
Where a product is found to have defects, manufacturing faults, or functional issues within the applicable warranty period or under applicable law, the customer may request a repair.
Customers must complete the repair request form with basic information and a description of the issue. Where possible, customers should provide photos or videos of the defect to help us identify the cause and arrange a suitable resolution.
We will contact the customer by email or phone within 2 working days after receiving the repair request to confirm the proposed resolution method and arrange the repair process.
Where the issue falls within the warranty scope or is covered by applicable law, we will provide the required parts and repair service free of charge.
For out-of-warranty products, user-caused damage, incorrect use, unauthorised modification, normal wear and tear, or damage caused by improper handling, installation, storage, or maintenance, we may provide a reasonable quotation for paid repair.
♣ Exchange Request
Where a product develops a non-user-caused quality issue within a reasonable period, or where a factory defect or shipping error prevents normal use, the customer may request an exchange.
Customers must complete the exchange request form with basic details, the reason for exchange, and the preferred replacement item.
We will review the request within 2 working days after receiving the exchange request and confirm whether it meets the exchange policy.
Where stock is available, the replacement product will be arranged within 2–5 working days after confirmation.
Where stock is unavailable, we will coordinate an alternative solution with the customer.
Replacement products will be of the same type, a similar model, or equal value. Where the original model has been discontinued or is out of stock, alternative options may be offered.
♣ Return and Refund Request
Where a product is significantly different from its description, has serious defects, or cannot be used due to a non-user-related issue, the customer may request a return, refund, repair, replacement, or other remedy in accordance with this policy and applicable law.
Any return or refund request relating to a confirmed quality issue, serious defect, or shipping error should be made within a reasonable time after the customer receives the product or becomes aware of the issue.
For non-quality-related returns accepted by us at our discretion, the customer should submit the return request within 7 days of receipt.
Customers must complete the return request form with basic details, the reason for return, and the preferred refund method, such as the original payment method or bank transfer.
We will contact the customer within 2 working days after receiving the return request to confirm the return details.
Returned products must be in their original packaging, unused, undamaged, and complete with all accessories, manuals, parts, and supporting materials, unless the return is due to a confirmed quality issue or another reason accepted by us.
Where the return is due to a confirmed quality issue, serious defect, or shipping error caused by us, we will cover the reasonable return shipping costs.
For non-quality-related returns, including incorrect selection by the customer, change of mind, incorrect measurements provided by the customer, or unsuitable product selection, the customer is responsible for the return shipping costs.
Once the return is approved and we receive the returned product, the refund will be processed within 5–7 working days.
Refund processing time may also depend on the customer’s bank, card issuer, or payment provider.
♦ Additional Terms
Products must not be returned without our prior confirmation.
Returned products must be sent to the return address confirmed by SAN QI.
Installation fees, shipping charges, handling fees, and other third-party costs are non-refundable unless the return is caused by a confirmed quality issue, serious defect, or error caused by us.
This policy applies only to New Zealand Market transactions and should be read together with any applicable quotation, invoice, order confirmation, sales agreement, warranty document, and shipping policy issued by SAN QI.