Newtech is dedicated to bringing you top quality products by top quality people. We have been working over the years on our designed & assembled vanities to be able to streamline the process and bring it back into Kiwi hands. We are calling this process ‘Made for You’ where it is made by Kiwis, for Kiwis. Your vanity journey starts when your order is placed, it then crosses over many teams of talented Kiwi specialists such as our Customer Services Team, CAD designers, Machinery Operators, Cabinet Makers, and Dispatch team. As this is a tailored process where each vanity is Made for You per your order, we have had to make a few changes to our return policy. Please see below for complete terms and conditions.
Newtech Claims, Returns and Cancellation Policy
(Updated February 2024)
If for any reason you are not completely satisfied with a Newtech product supplied, we invite you to review our policy below:
Cancellations
For any web order cancellations containing non-manufactured items that have not yet been sent by Newtech ie 'change of mind', a 3% cancellation fee may be applied.
Freight Claims
For freight damage to be accepted, the item must have been checked upon receipt and signed for as damaged.
Any damage MUST be reported to Newtech within 24 hours of the item being received.
Contact us at sales@newtech.co.nz or phone 0800 728 662. Please have available the original purchase order or invoice number. (Including photos or a video of the damage will help support the claim.)
Non-returnable Products
As we have moved to on-demand manufacturing for our vanity cabinets, laundries, tower stations, storage units and mirror cabinets, we are unable to accept these products for return.
Orders cannot be altered or cancelled after 5pm on the day the order is placed.
The reasons for this are carefully explained in our YouTube video here.
Accepted Returns
1. If a product has been incorrectly supplied or is faulty, we will gladly replace the item and cover all costs incurred on the condition that:
- Our team is notified within 7 days of delivery, and
- All products are in their original undamaged packaging. Any items that have been installed will not be accepted.
2. Newtech manufactured items are not returnable. For all other items, returns will be accepted - subject to a return fee of 30% - if lodged within 30 working days of delivery. (The return fee includes the freight cost associated with the return.)
Note: You may be required to arrange transport of the product to a central town or city for collection
Return Process
Contact us at sales@newtech.co.nz or phone 0800 728 662 for a Return Merchandise Authority (RMA). Please have available the original purchase order or invoice number.
All returns must have an RMA attached. Returns without an RMA document will be rejected.
FAQ
1. How do I return an item?
If a product has been incorrectly supplied or is faulty, we will gladly replace the item and cover all costs incurred on the condition that:
- our team is notified within 7 days of delivery, and
- all products are in their original undamaged packaging. Any items that have been installed will not be accepted.
To return an item you will first need to call Newtech on 0800 728 662 or email us at sales@newtech.co.nz to request a RMA.
You can then return an item by sending to the following address:
RETURNS
Newtech Bathroomware
950 Great South Road
Penrose
Auckland, 1061
2. What items are non-returnable?
As Newtech have moved to on-demand manufacturing for our vanity cabinets, laundries, tower stations, storage units and mirror cabinets, we are unable to accept these products for return.
Orders cannot be altered or cancelled after 5pm on the day the order is placed.
The reasons for this are carefully explained in our YouTube video here.
However, if any of these products are faulty, not fit for purpose or do not match the sample description, they will be eligible for a return.
Any acrylic baths ordered with the painted bath upgrade is deemed custom painted and Made for You, therefore cannot be returned.
3. What if I don't have the appropriate packaging?
We are unable to accept a return of any items without original packaging or if the packaging is damaged in any way:
- Any holes or rips in the packaging
- Packaging that has been written on
- Excess tape that has been applied to the packaging (excluding clear packaging tape)
4. How long will it take to receive the Return Merchandise Authority (RMA)?
You will receive your RMA label within 2 working days from your original return request being received by our team. If this is not the case, please call us on 0800 728 662 and we will process urgently for you.
5. Why do I need to pay a return fee?
A return fee is required to help cover Newtech’s costs involved in processing the return.
A 30% return fee applies to all accepted returned items.
6. What if my item is faulty?
If your goods are faulty/damaged, please DO NOT proceed with installation. Contact us immediately at sales@newtech.co.nz or 0800 728 662 with your original order details and we will arrange an urgent solution.
7. How long will my refund take?
A credit will be processed within 7 working days of receipt of the goods in the Newtech warehouse.
8. How do I cancel my order?
Newtech manufactured items are not returnable. For all other items, returns will be accepted subject to a return fee of 30% - if lodged within 30 working days of delivery. (The return fee includes the freight cost associated with the return.)
9. What will the lead time be?
- Vista Range Products have a current lead time of 5-working days
- Laundries have a 30-working day lead time from confirmation of your order
- Standard in-stock items will have a lead time of 2-5 working days
10. What are Newtech's expectations when receiving Newtech Products?
We ask that products are checked before being delivered to site. Please report any freight damaged items within 24 hours of delivery to your store so a claim can be raised. Please do not sign any delivery as a ‘clean delivery’ if the goods are not checked upon arrival to your store.
11. What is Acceptable Packaging?
12. Can I cancel my order if I haven't received it yet?
For any web order cancellations containing non-manufactured items that have not yet been sent by Newtech ie 'change of mind', a 3% cancellation fee may be applied.
Orders containing manufactured items cannot be cancelled after 5pm on the day the order is placed.