The purpose of this Returns Policy is to define the parameters surrounding customer requests for product returns and credits that may arise as a result of: faulty product, Custom or Indent Products, left over material due to overestimated product quantities ordered.
We understand that due to unforeseen events customer and project circumstances can change and may require order cancellation prior to Advance Flooring dispatching product. Custom Manufactured Product (i.e. Entrance Matting Systems, Frames and Nosing) cancellations will not be accepted once production has commenced. Indent Orders cancellations will not be accepted once production has commenced at our suppliers. At the discretion of Advance Flooring a 60% credit may be offered for Custom or Indent product.
In the instance that your product arrives damaged please contact our Customer Service Team as soon as possible in order to have the damaged product returned to our warehouse and replaced. Damaged goods must be returned in the condition received by you in the original packaging. Our Customer Service team will supply a return note reference number. Please note this reference number on the packaging of the product being returned. Freight will be our care. Freight labels will be supplied by our Customer Service team to be adhered to the returning product. A full 100% credit will apply to product damaged in transit
Any customised orders or indent products that have been ordered to your specifications cannot be returned for a refund or credit as these products are customised to suit the specific project. It is a reasonable business expectation that the cost of customisation has been accepted by you/the client upon the order placement with Advance Flooring. Advance Flooring are only able to accept returns for refund or credit on customised orders which are incorrectly manufactured or defective.
At the discretion of Advance Flooring a 60% credit may be offered for custom entrance mat systems. Freight costs associated with the return are at the expense of the customer. If the return freight is organised by Advance Flooring the cost of the freight will be deducted from the credit amount.
Advance Flooring only accepts returns for full unopened cartons or full unwrapped rolls of excess product in its original packaging. We cannot accept returns for product that have been opened, as we cannot guarantee what elements the product has been exposed to. Advance Flooring only accepts returns for products that are stocked here in New Zealand. For batch managed product Advance Flooring must have in excess of 100m2 of that batch remaining in our stock. Returns of batches that Advance Flooring no longer have in stock will not be accepted. All returned products will be inspected to assess whether we will accept the return, as meeting our above stated terms. An 80% credit will be issued for all products accepted for return. 20% is deducted for the handling and processing of returned product. Freight costs associated with the return are at the expense of the customer. If the return freight is organised by Advance Flooring the cost of the freight will be deducted from the credit amount. Our return address is 10 Harbour Ridge Drive, Wiri, Auckland
Advance Flooring guarantees the quality of its products, in the event a product fault or defect is identified a replacement or credit is offered to our customers. Under the New Zealand Consumer Law. you are entitled to have the goods repaired or replaced if the product fails to be of acceptable quality and it does not constitute a major failure. Please note that damage as a result of incorrect installation techniques cannot be compensated by Advance Flooring. We recommend the maintenance and Installation guides provided upon the purchase of the goods are followed. Credits will be issued at 100% the value of the products originally invoiced. Returning freight costs will be our care.
Advance Flooring require the order number or invoice number the product was ordered or despatched against. If the product is faulty, photographs of the faulty product may be required. This information can be emailed to sales@advanceflooring.co.nz or our Customer Services Team contacted on 09 634 4455.
This Returns Policy applies to all customers of Advance Flooring whom purchase products and accessories that are subsequently invoiced as a sale transaction under Advance Flooring New Zealand Limited.
All exemptions are at the discretion of Advance Flooring Management.
If you have any questions about our returns policy please don't hesitate to contact us.
