Warranty, Returns & Refund Policy

The Plank™ will meet its obligations required under New Zealand Consumers Guarantees Act and the Fair Trading Act. Australian Customers are covered under Australian Competition and Consumer Act.

Warranty

All macrocarpa products are sold with a 5 year warranty.

WARRANTY TERMS & CONDITIONS

1. All warranties cover only the timber’s structural integrity, fasteners and any manufacturing defects.
2. The receipt or invoice is your proof of purchase.
3. Warranty exclusions:
   1. Excludes neglect, misuse, damage and normal wear and tear.
   2. Excludes natural timber movement, checking/cracking and shrinkage. Unlike metal or plastic, timber is a natural fibrous/hydroscopic material and any timber will always have a degree of movement, cracking/checking and colour change over time.
   3. Products that have oil protection require a re-application as recommended on the listing.
   4. Tampering or removal of any product serial or date stamp numbers.
   5. Chopping boards are intended for indoor use, the warranty does not cover deterioration clearly caused by the product having been neglected indefinitely in sunlight or rain.
4. All warranty claims will be settled by way of either a replacement, repair or refund. This decision is entirely at our discretion.
5. Where we supply a replacement, we require that the original product is returned prior to dispatch of the replacement.
6. We require that the customer prepares the item for return shipping at their own cost. The return must be suitably wrapped and boxed for safe shipment.
7. Where we decide to refund the original purchase in lieu of replacement, we will pro-rata the amount refunded with the time remaining under the original warranty period.

RETURNS & REFUNDS

1. In the unlikely event that our product representation is proven to be clearly inaccurate, we will accept the products for return and provide a full refund.
2. We are happy to accommodate changes to orders prior to despatch including combined shipping on multiple purchases, where available.
3. We do not provide refunds where the customer has simply changed their mind. We can however provide store credit to the value of the original purchase price once the product has been return shipped to us. It is the customers responsibility to return ship the item to us undamaged prior to the credit being issued.
4. Unless the product has been custom made, we can accept return for exchange with another product where the customer has changed their mind. However unless pre-agreed with us prior to purchase, we charge a 15% return handling fee, plus the return freight costs to cover our administrative and handling costs.