New Zealand Dollars
Delivery Policy
At RV Supplies we utilise a range of established national freight providers to get your orders to you as quickly and as safely as possible.
Generally, we will try to ensure your order is dispatched either on the day it is received (excluding weekends and public holidays) or on the next business day.
Please note we only deliver to New Zealand addresses.
Orders that can be dispatched using our courier providers are expected to be delivered in the following timeframes:
- North Island (2-3 business days)
- North Island Rural and islands (3-5 business days)
- South Island (2-4 business days)
- South Island Rural and islands (3-6 business days)
Where consignment freight services are used because of the weight or volume of your order you should add one business day to each of these time frames.
All deliveries are ‘tracked’ by our freight providers and tracking details will be available once your order is dispatched from our premises.
Upon arrival it’s important that you inspect the goods and confirm their condition, noting any possible damage or shortfall in goods with the delivering driver and in turn reporting this to us without delay. Where this is not practical, and in any event, any damage to the goods or shortfall must be reported to us IN WRITING (email) within 24 hours of the delivery being completed. Beyond this time, neither we, nor our freight providers will accept any claim for damage howsoever caused.
Please note that the time frames given for despatch and delivery of your order are a best estimate supplied by us and our freight providers and are given in good faith. They are not to be treated nor included as a condition of the sale. No claim shall be made by you on account of late despatch or delivery however such a delay is caused. Late despatch or delivery shall not constitute a breach of our contract with you, and you shall not be entitled to cancel the contract on these grounds.
Orders that do not arrive or are lost in transit will be investigated with the respective carrier. Please contact us as soon as you are aware of non-delivery. Any claims for non-delivery must be made within 14 days of dispatch of the order.
Should you have any questions or queries about delivery or dispatch of your order please email us at webstore@rvsupplies.co.nz quoting your order reference. Alternatively, you can call us during our normal hours of operation on 0800 78 222 78.
This policy should be read in conjunction with the relevant terms and conditions of trade that apply to your purchase. Where there may be differing provisions, those specified in the terms and conditions of trade document will supersede those specified above.
Returns Policy
If you wish to return product (s) that you have received from RV Supplies the following processes will apply:
1. Faulty or damaged product (s) upon receipt (within 24 hours of delivery)
Should a product be found to be faulty or damaged upon receipt, please contact us immediately, either by phone (during normal hours of operation) or email stating the order reference and the nature of the fault or damage. Our team will discuss the best course of action to achieve a satisfactory outcome for all parties which may include repair or replacement of the product/s.
2. Faulty product (s) (during warranty period)
Should a product (s) develop a fault during its warranty period, a return can be organised in line with the applicable Terms and Conditions of trade.
We will ask you to return the product for inspection and if appropriate will organise repair or replacement. Alternatively, we may ask you to take the product to an authorised repair agent closer to you (at the time) for further investigations to be carried out into the nature and cause of the fault.
Under no circumstances should you attempt to repair or remedy any fault yourself, nor employ the services of another person/Company to attempt any such repair or remedy, without our express approval. Failure to follow this process may result in the voiding of any applicable warranty.
Note: We are unable to assist with any guarantee/warranty claims related to product/s you have purchased from a third party (excluding Truma products) and we recommend you contact the entity who sold you the product/s to discuss your options.
3. Change of mind returns (within 14 days of receipt)
If after receiving the product(s) you change your mind about your purchase, or you find that you have made an incorrect choice of product for whatever reason we will (at our discretion) offer either a refund, store credit or exchange for the product(s) provided that:
3.1 You contact us to obtain a Returns Authorisation and provide details of your purchase, the reason for return and details of your order.
3.2 You return the product (s) in its original packaging to us within 14 days of receipt of the product (s) at your expense.
3.3 Upon receipt at our premises the product must be in as new condition and resaleable as such.
3.4 The product (s) have not been installed, assembled or used and is in its original condition.
3.5 Any electronics/electrical goods items must have their original external seal and packaging closed and intact.
Upon receipt of the product (s), our technical department will inspect the product (s) to ensure that it meets the above criteria.
Subject to meeting the criteria for return, we will apply a re-stocking fee of 10% of the order value (this covers our administrative costs in handling the change of mind returns process).
Any refund or store credit provided will not include the original delivery cost charged.
If the returned product fails to meet the criteria above for refund, store credit or exchange we will contact you to discuss next steps.
Certain products are not eligible for return to us if you have a change of mind under any circumstances. The following may not be returned under the ‘change of mind’ premise:
- Toilets and related products - hygiene reasons.
- Plumbing components – hygiene reasons.
- Any kitchenware product that has been removed from its original packaging – hygiene reasons.
- Any products that have been specially procured, modified, custom-made or installed (into your recreational vehicle/boat) to meet the requirements of your order.
- Any consumable item (such as cleaners/fluids) where the original packaging or seal has been broken.
- Any product that has been ordered specially, customised or manufactured specifically for you.
This policy should be read in conjunction with the applicable terms and conditions of trade that apply to your purchase. Where there may be differing provisions, those specified in the terms and conditions of trade document will supersede those specified above.