Warranty and consumer guarantees

Your rights under the Consumer Guarantees Act

If you are a consumer, the Consumer Guarantees Act 1993 guarantees that the goods we supply:

are of acceptable quality: fit for the purposes such goods are commonly used for, acceptable in appearance and finish, free from minor defects, safe and durable;

are fit for any particular purpose you told us about and relied on us for;

match their description, and any sample or demonstration model;

are supplied at a reasonable price where no price was agreed, and delivered within a reasonable time where no time was agreed; and

are yours to own, free of anyone else's claim.

These guarantees apply automatically and cannot be taken away by any term or notice.

If something goes wrong

If a failure can be put right, we'll put it right within a reasonable time, by replacing the goods or refunding you. Sheet, rod and tube are not usually repairable, so in practice that means a replacement or a refund.

If the failure is substantial, for example the goods are unsafe, are significantly different from their description, or could not reasonably have been bought had the problem been known, you can choose to reject the goods and have a refund or a replacement.

You may also be entitled to compensation for any reasonably foreseeable loss caused by the failure. If faulty goods have to come back, we cover the cost of returning them.

How to make a claim

Email trade@plasticshub.co.nz with your order number, a description of the problem and photos. Please don't cut, fit or alter goods you think are faulty before you've spoken to us. We'll work with the partner depot that supplied the goods and tell you what happens next.

What the guarantees don't cover

The guarantees don't cover a problem caused by how the goods were cut, worked, installed or used after delivery, normal wear, or use for a particular purpose that goods of that kind are not commonly used for and that you didn't tell us about. Sizes you gave us for a cut-to-size order are what is cut, so a cut made to the sizes you confirmed is not a fault. A cut that doesn't match the sizes you confirmed is our failure, and we'll put it right.

Manufacturer warranties

Some products come with a warranty from their manufacturer, for example on resistance to weathering outdoors. Where one applies, we'll give you its details and help you claim under it. A manufacturer's warranty is in addition to your rights under the Consumer Guarantees Act, not instead of them.

Business customers

If you are buying for a business and have agreed that the Consumer Guarantees Act does not apply, as our Terms of Trade allow under section 43(2A) of the Act, we will still replace or refund goods that are faulty when delivered or are not what you ordered, and pass on any manufacturer's warranty. Your rights under the Fair Trading Act 1986 are not affected.

More help

Consumer Protection (consumerprotection.govt.nz) explains your rights under the Consumer Guarantees Act. You can also take a claim to the Disputes Tribunal.