Overview

At Kinetic Water, we want you to feel confident when purchasing irrigation equipment, parts, and accessories from our online store. If something isn’t right, we’re here to help. This policy outlines your rights and our responsibilities under New Zealand consumer law.

Refunds & Returns

Change of Mind Returns

• We accept change‑of‑mind returns within 14 days of delivery.
• Items must be unused, uninstalled, and in original packaging.
• Return shipping costs are the responsibility of the customer unless otherwise agreed.
• Once the item is received and inspected, we will issue a store credit or refund (excluding original shipping costs).
• A restocking fee of $15 will apply on all items big or small.

Faulty or Defective Products

If a product is faulty, damaged, or not performing as it should, you are protected under the Consumer Guarantees Act 1993.

We will:

• Repair the item,
• Replace it with the same or equivalent product, or
• Provide a refund if a repair or replacement is not reasonable.

Please contact us as soon as you notice the issue and include:

• Name & Phone Number
• Description of the fault
• Photos or videos (if applicable)

We will cover return shipping for faulty items.

Incorrect or Missing Items

If you receive the wrong item or something is missing from your order:

• Notify us within 7 days of delivery.
• We will correct the issue at no cost to you.

Non‑Returnable Items

For safety, hygiene, or practical reasons, the following items cannot be returned unless faulty:

• Custom‑cut pipe or hose
• Special‑order items
• Electrical components that have been installed
• Clearance or end‑of‑line products (unless defective)

Warranty Claims

Most products sold by Kinetic Water come with a manufacturer’s warranty in addition to your rights under the CGA.

Warranty claims will require:

• Proof of purchase
• Photos/videos
• Confirmation that the product was installed and used correctly

We will liaise with the manufacturer on your behalf.

How to Start a Return

To lodge a return or refund request, contact us at:

Email: kineticwater@outlook.co.nz

or

Phone: 0210792740

We’ll guide you through the process and provide return instructions if needed.

Refund Processing

• Refunds are issued to the original payment method.
• Please allow 10-15 business days after we receive the returned item for processing.
• Shipping fees are non‑refundable unless the product is faulty or we made an error.

Shipping Damage

If your order arrives damaged:

• Take photos of the packaging and product
• Contact us within 48 hours
• We will arrange a replacement or refund depending on the situation

Consumer Rights

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or Fair Trading Act 1986. Where applicable, we will always act in accordance with New Zealand consumer law.