Refunds and Returns (Online Sales)
Refund, Returns & Cancellation Policy (Online sales)
Overview
Our online sales Refund, Returns & Cancellation policy lasts 14 days.  If 14 days have passed since your purchase, we can’t offer you a full refund or exchange.
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To be eligible for a return, your item must be unused and in the same condition that you received it.  It must also be in the original packaging. For any returns, please send product to Auckland or Christchurch warehouse locations as soon as possible Monday to Friday between the hours of 9am and 3pm excluding Public Holidays and Christmas shutdown. Addresses are listed further below. ​
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To complete your return, we require a receipt or proof of purchase.
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Please do not return product back to us without prior authorisation and agreement.
A re-stocking fee of 20% will apply in all instances of returns. 
All Refunds, Cancellations, Returns and/or Replacements are subject to the conditions outlined on this page.
Damages & Exchanges
We only replace items if they are defective or damaged. If you need to exchange, contact us by phone on 0800 688 744 to confirm replacement.
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At Outright Installation we always try our very best to make sure that the materials that you order are received in full and with no damage.  Should you have any issues with the goods that you have ordered, we ask that you contact us by phone on 0800 688 744 as soon as possible. If your issue regards damages, please also send pictures of the damage to us to help us to investigate this for you to orders@outright.co.nz. This will enable us to work to resolve any issues. Any notification of issues after a 24-hour period has lapsed has to be considered on a case-by-case basis.  Emails regarding cancellations, damages amendments or shortages sent outside of our business hours will be considered to have been sent on the next business day. Our business hours are 7.30am – 4pm Monday to Friday excluding Public Holidays and Christmas shutdown.  We will provide authorisation and confirmation to proceed with a return and refund.
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Refunds
Refunds can take 3-5 business days to process. If after 5 days, funds are not showing in your account, please phone 0800 688 744 to discuss.
For any product returns, please return to Auckland or Christchurch warehouse locations as soon as possible Monday to Friday between the hours of 9am and 3pm excluding Public Holidays and Christmas shutdown. Addresses listed further below.
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Once your return is received and inspected, we will send you an email to notify you that we have received your returned item/s. We will also notify you of the approval or rejection of your refund.  If you are approved, then your refund will be processed. Please note that we are only able to refund payments onto the card originally used for purchasing the materials.​
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Late or missing refunds
Refunds can take 3-5 business days to process. If after 5 days, funds are not showing in your account, please phone 0800 688 744 to discuss.
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Cancellations and Amendments
Should you choose to cancel an order that you have placed with us, we ask that you contact us by phone 0800 688 744 as soon as possible and within 24 hours of placing your order. If a cancellation of an order is made after the 24-hour period, we will charge a 20% cancellation charge this is to cover our own costs. Orders cancelled with less than a full 24 hours’ notice of delivery would be subject to a 20% cancellation charge.
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Once your order has been through the cancellation process, please allow up to 5 working days to receive any refund due. Please note that we are only able to refund payments onto the card originally used for purchasing the materials. ​
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Returns
We encourage all of our customers to make sure that the type and quantity of products ordered is correct. You will have up to 14 days from delivery to email us and let us know exactly what you would like to return from your order and a further 14 days from your email to return materials to us. We will charge a 20% order cancellation or return charge.
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For any product returns, please return to Auckland or Christchurch warehouse locations as soon as possible Monday to Friday between the hours of 9am and 3pm excluding Public Holidays and seasonal shutdowns. Addresses listed further below.
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If the item is non-standard, made to order, or indent ordered by us for you we will not be able to return or cancel the delivery of goods at all.  Emails regarding cancellations, damages amendments or shortages sent outside of our business hours will be considered to have been sent on the next business day. Our business hours are 7:30 am – 4:00 pm Monday to Friday excluding Public Holidays and Christmas shutdown.
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Whilst we will always do our best to help, we cannot be held responsible for items ordered by you incorrectly, or arranging the collection of materials that have been over-ordered or ordered incorrectly. 
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Shipping Returns
To return your product, you will need to arrange freight/delivery of your product to return to either warehouse on Monday to Friday 9am to 3pm excluding Public Holidays and Christmas shutdown, to:
Inwards Goods
Outright Insulation - Auckland
60D Leon Leicester Avenue,
Mount Wellington,
Auckland 1060
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or
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Inwards Goods
Outright Insulation - Christchurch
76A Hayton Road
Wigram
Christchurch
8042
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You will be responsible for paying for your own shipping costs for returning any item/s.
Depending on where you live, the time it may take for an exchanged product to reach you will vary.
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Need further help?
Contact us on 0800 688 744 or email orders@outright.co.nz  for questions related to refunds and returns.
Please note that all amendments, shortages, damages, cancellations or returns can only be dealt with via email and with your original order number from the website. This is to help with fraud prevention.
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