Refund policy
Returns & Refunds
We want you to be satisfied with your purchase from Silk Road Imports. Please contact us as soon as possible if there is an issue with your order so we can assess the situation and provide an appropriate solution.
Change of Mind
We accept change-of-mind returns where we are contacted within seven calendar days of delivery and the return meets the conditions below.
At our discretion, we may approve a change-of-mind return where:
- We are contacted within seven calendar days of delivery.
- The product is unused, uninstalled and in its original condition.
- The product is returned in its original packaging with all accessories and documentation.
- The product is suitable for resale.
- Proof of purchase is provided.
The customer is responsible for arranging and paying all return freight costs.
Original delivery and freight charges are non-refundable. Approved change-of-mind returns are subject to a 15% restocking fee.
Please contact us before returning any product. Products returned without prior approval may not be accepted.
Faulty or Damaged Goods
If a product is faulty or does not meet the guarantees required by New Zealand consumer law, please contact us and provide:
- Your order number or proof of purchase.
- A description of the issue.
- Photographs or video showing the fault, where reasonably possible.
Depending on the nature and seriousness of the fault, the appropriate remedy may include repair, replacement or refund.
Where the fault is minor and can be remedied, Silk Road Imports may choose whether to repair, replace or refund the product. Where the failure is substantial, the customer may have additional rights under the Consumer Guarantees Act 1993.
Silk Road Imports will cover reasonable return freight costs where a product is confirmed to be faulty and we are legally responsible for providing a remedy.
Products Damaged in Transit
Please inspect your order promptly after delivery.
Where possible, transit damage should be reported within 48 hours of delivery, together with photographs of:
- The damaged product.
- The packaging.
- Any freight label attached to the shipment.
Reporting transit damage promptly helps us make a claim with the freight provider. However, the 48-hour reporting request does not limit any rights you may have under New Zealand law.
Please retain the product and all packaging until we advise what to do next.
Incorrect Items
If Silk Road Imports has supplied a product that is different from the product ordered, we will arrange an appropriate remedy, which may include:
- Collection or return freight at our cost.
- Replacement with the correct product.
- A refund where appropriate.
The incorrect product must be kept unused and securely packaged while return arrangements are made.
Non-Returnable Items
Unless faulty, damaged, incorrectly supplied or otherwise required by law, we do not accept change-of-mind returns for:
- Used, assembled, installed or altered products.
- Custom-made or modified products.
- Cut-to-length products.
- Special-order products sourced specifically for the customer.
- Clearance or final-sale products.
- Products damaged after delivery.
- Products that cannot be resold because packaging, components or documentation are missing.
Scaffolding, Timber & Heavy Equipment
Due to the size, weight and industrial nature of scaffolding, timber and other bulky products:
- All returns must be approved before being sent or delivered to us.
- Change-of-mind returns are assessed individually.
- The customer is responsible for return freight unless the product is faulty, damaged in transit or incorrectly supplied.
- Products must be unused, uninstalled and in resalable condition.
- Products must be safely packaged and secured for transport.
- A restocking fee of up to 15% may apply to approved change-of-mind returns.
Natural variation in timber, including colour, grain, knots and minor dimensional variation, is not necessarily considered a product fault where the product remains fit for its intended purpose and complies with its stated specifications.
Return Process
Before returning a product, contact Silk Road Imports and provide:
- Your name.
- Order number or proof of purchase.
- Product description and quantity.
- Reason for the requested return.
- Supporting photographs where relevant.
We will provide return instructions once the request has been assessed.
Do not send products back without prior approval.
Refunds
Approved refunds will be processed after the returned goods have been received and inspected.
Refunds will normally be issued to the original payment method within five business days of approval. Banks and payment providers may take additional time to display the refund.
For approved change-of-mind returns, the refund will exclude:
- Original delivery or freight charges.
- Return freight costs.
- Any applicable restocking fee of up to 15%.
We may decline a change-of-mind return, or reduce the refund to reflect a reasonable loss in value, if the product has been damaged, used, installed, altered, incompletely returned or inadequately packaged during return transport.
This does not affect remedies available for faulty, damaged or incorrectly supplied products.
Business Purchases
Where goods are acquired for business purposes, the parties may agree in writing to contract out of the Consumer Guarantees Act 1993 where permitted by law and where it is fair and reasonable to do so.
Any applicable Silk Road Imports Terms of Trade will also apply to business and trade purchases.
Consumer Guarantees Act (NZ)
Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot legally be excluded under the Consumer Guarantees Act 1993, the Fair Trading Act 1986 or other applicable New Zealand law.
New Zealand law does not generally require a business to accept a return simply because a customer has changed their mind.
Contact
For returns, damaged goods or order issues, contact:
Silk Road Imports Ltd
21–39 Jellicoe Road
Panmure, Auckland 1072
Email: info@silkroadimports.co.nz
Phone: 021 346 742 or 021 326 172