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Refund Policy

Refund & Returns Policy – CAW Hydraulics Ltd

Effective Date: 1st April 2026

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1. Overview

CAW Hydraulics Ltd (“CAW”, “we”, “us”) provides goods and services in accordance with New Zealand law, including the Consumer Guarantees Act 1993.

This policy outlines when refunds, repairs, or replacements may apply.

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2. Consumer Guarantees

If you are purchasing for personal or household use, you have rights under the Consumer Guarantees Act 1993.

Where goods or services are faulty, not fit for purpose, or do not match their description, we will:

  • Repair the item, or

  • Replace the item, or

  • Provide a refund (where required under law)

Nothing in this policy limits your rights under that Act.

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3. Business Customers

If you are acquiring goods or services for business purposes:

  • The Consumer Guarantees Act 1993 is excluded to the maximum extent permitted by law

  • Remedies are limited to those set out in our Terms and Conditions

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4. Change of Mind

We do not provide refunds or returns for change of mind, including:

  • Incorrect selection by the customer

  • No longer required items

  • Surplus materials ordered

At our discretion, we may accept returns subject to:

  • Prior approval

  • A restocking fee

  • Goods being unused and in original condition

  • Supplier return acceptance

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5. Faulty Goods or Services

If you believe goods or services are faulty, you must:

  • Notify us as soon as reasonably possible

  • Provide details of the issue

  • Allow us reasonable opportunity to inspect or assess

We may:

  • Repair the fault

  • Replace the item

  • Arrange supplier assessment

  • Provide a refund where required by law

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6. Exclusions (No Refund / Warranty Coverage)

Refunds or claims will not be accepted where issues arise from:

  • Normal wear and tear

  • Misuse, abuse, or improper operation

  • Lack of maintenance

  • Unauthorised repairs or modifications

  • Use of customer-supplied parts or materials

  • Damage occurring after delivery

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7. Custom Fabrication & Special Orders

  • Custom-made, fabricated, or modified items are non-refundable unless faulty

  • Special-order items may not be returnable once ordered from suppliers

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8. Installation & Service Work

  • Labour and service work is non-refundable once completed, unless:

    • The work is proven to be defective, and

    • We are given the opportunity to remedy the issue

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9. Return Process

To request a return or claim:

  1. Contact CAW Hydraulics Ltd with invoice details

  2. Provide a description of the issue

  3. Supply photos if requested

  4. Await approval before returning any goods

Unauthorised returns may not be accepted.

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10. Costs

  • Return freight and handling costs are the responsibility of the Customer unless the item is confirmed faulty

  • Inspection or restocking fees may apply where permitted

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11. Timeframes

Claims must be made within a reasonable time, depending on:

  • The nature of the goods or services

  • Expected lifespan

  • Usage conditions

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12. Contact

For all refund or return enquiries:

CAW Hydraulics Ltd
Email: info@cawhyrdaulics.nz
Phone: 0800 CAW HYD (08000 229 493)

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