Shipping and Returns

Shipping and Returns – on website www.twlnz.co.nz


Shipping Policy
Delivery Process & Times  

Shipping costs are calculated based on the size/weight of the order and travel distance.  

For residential addresses standard delivery is expected by 5pm the next business day subject to courier cut off times.

Please note, we currently cannot deliver to PO boxes. Rural deliveries can take up to 5 working days.

TWL provides this Shipping Policy as an estimate only and does not guarantee delivery times and is not liable for delays caused by the supplier or courier.

 

Signature and ATL barcode

All our deliveries require a signature unless otherwise instructed. For example, this can be overridden by the sender upon request from the purchaser with a 'No signature required' instruction on the label or parcel.

If a New Zealand Couriers ‘authority to leave’ barcode is scanned, TWL considers this equivalent to a valid signature. In such cases, claims for loss will not be entertained.

See link to NZ Couriers website Leave My Delivery | New Zealand Couriers (nzcextras.co.nz).

Calling card and exceptions

  • If nobody is home at the time of delivery, the courier will leave a calling card in the mailbox and alternative delivery arrangements can be made.
  • In rare cases, couriers may leave items without a card. If this results in loss the courier company may accept liability.
  • Delivery times can be affected by factors like road closures and ferry cancellations. 

Special order delivery

‘Special Order’ items are products which we do not keep readily available and need to be ordered from our supplier.  

Special Order items may take 2-10 business days to be delivered from the date of your order but is subject to change based on supplier availability and the delivery location. If you have not received your order within the indicated time frame above, please contact us so we can follow up for you.  

 

 

 

Delivery and Risk in the Goods

Where Goods are supplied by us:

(a) Delivery will be deemed complete when we give possession of the Goods to you (or your agent, contractor or representative) or to a carrier for Delivery to you from a TWL warehouse or TWL branch or otherwise; We will have no liability for damage to Goods in transit to you.

(b) we reserve the right to Deliver the Goods by instalments and each instalment will be deemed to be a separate Order subject to these Terms. Failure by us to Deliver one or more instalments, will not entitle you to cancel your Order; and

(c) Risk will pass to you from the earlier of:

  1. the time the Goods are delivered to the Customer (or their agent, contractor, or carrier) in accordance with clause(a); or
  2. the date on which the Customer requests a delay in delivery and TWL agree to the delay.

Once risk has passed, TWL is not liable for any loss, damage, or deterioration of the Goods.

Returns Policy
If you need to return an item, please Contact Us or your nearest https://twlnz.co.nz/store-locator/  with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.

Changes of Mind

TWL is happy to refund products if returned within 30 days of your receipt of the goods provided the products are returned with a valid invoice or delivery docket, and the goods:

  1. Is unopened and are unused;
  1. In original condition and packaging;
  1. Includes all parts and accessories that complete the product; and
  1. Is not a customised item.

Customised items include products that have been cut to length ordered, made specific to requirements and special-order items. 

Wherever possible return your items to the branch you specified on your order or to your local TWL branch. 

Refunds for change of mind exclude any freight charges.

 

 

 

 

 

Defects and faults

Where you return products to us to seek a New Zealand consumer law remedy, you will need to cover any associated costs (for example delivery costs) of you returning the products to us.

Where your claim is a valid claim under New Zealand consumer laws, we will refund your return delivery costs and, depending on the failure, either dispatch a new or repaired replacement product or refund you the price of the relevant product.

Courier Returns

If returning by courier, please contact your local branch first. They will issue a return order confirmation to include in your shipment.

Refunds

  • Refunds will be processed to your original payment method.
  • Please allow 5 - 7 business days for refunds to appear in your account.
  • Refunds exclude any freight charges. 

If you need to return an item, please Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.

TWL Drop shipping Terms and Conditions

  1. Scope of Agreement

Some products are shipped directly from our suppliers. These drop-shipped items follow slightly different terms outlined below.

These Terms and Conditions govern the sale of goods via drop-shipping from TWL (Sime Darby Motor Group NZ Ltd) to the customer. Drop-shipping refers to transactions where TWL facilitates the sale, and the supplier ships the goods directly to the customer.

  1. Ordering and Fulfilment
  • Orders are placed via the TWL website or authorised TWL channels.
  • Upon order confirmation, TWL will issue a vendor order number to the supplier.
  • The supplier will dispatch the goods directly to the customer’s nominated address.
  • Delivery may take 2-10 working days depending on location of vendor to customer.
  • TWL does not guarantee delivery times and is not liable for delays caused by the supplier or courier.
  1. Pricing and Payment
  • All prices are in NZD and include GST unless otherwise stated.
  • Full payment is required at the time of order.
  • Pricing may change without notice. Customers are responsible for reviewing the final price before confirming their order.
  1. Returns and Refunds
  • Customers must notify TWL within 7 days of delivery if the item is faulty, incorrect, or damaged.
  • Refunds or replacements will be processed in accordance with the Consumer Guarantees Act 1993.
  • Items returned without prior authorisation may not be accepted.
  • Customers are responsible for return shipping costs and any applicable supplier restocking fees.
  1. Warranty
  • Warranty claims must be submitted directly to TWL, who will liaise with the supplier.
  • Warranty coverage is subject to the supplier’s terms and may vary by product.
  • TWL is not liable for any indirect or consequential loss arising from warranty issues.
  1. Out-of-Stock and Non-Dispatch

If an item is unavailable or cannot be dispatched, TWL will notify the customer as soon as practicable and offer either;

  • a full refund.
  • An alternative product for purchase, if available and suitable.

TWL is not responsible for supplier inventory errors.

  1. Customer Responsibilities
  • Ensure accurate delivery information is provided.
  • Inspect goods upon arrival and report any issues promptly.
  • Customers must maintain communication with TWL for any post-sale queries.
  1. Limitation of Liability
  • TWL’s liability is limited to the value of the goods purchased.
  • TWL is not liable for any loss of business, revenue, or data resulting from the use or failure of the product.
  1. Governing Law
  • These Terms are governed by the laws of New Zealand.
  • Any disputes shall be resolved under the jurisdiction of New Zealand courts.

 

  1. Amendments
  • TWL reserves the right to amend these Terms at any time.
  • Updates will be posted on the TWL website and apply to all future transactions