Refund policy

IBC Sales & Service

Refunds, Repairs and Consumer Guarantees

Our Obligations

IBC Sales & Service complies with the Consumer Guarantees Act 1993 (CGA). The CGA provides consumers with automatic guarantees when purchasing goods and services in New Zealand. These rights apply in addition to any manufacturer’s warranty or service agreement.

Consumer Guarantees

Under the CGA, goods supplied by IBC Sales & Service must:

Be of acceptable quality and safe
Be fit for their intended purpose
Match their description or demonstration model
Be free from manufacturing defects
Last for a reasonable period, taking into account the nature of the goods and the price paid

The CGA does not apply where a fault results from misuse, accidental damage, unauthorised modification, or failure to follow instructions.

Remedies for Faulty Goods

Minor Faults
Where a fault is minor and can be remedied within a reasonable time, IBC Sales & Service may choose to repair the product, replace it with an equivalent product, or provide a refund if repair or replacement is not practicable.

Major Faults
A fault is considered major if the product is unsafe, cannot be repaired, differs substantially from its description, or has repeated failures. In the event of a major fault, the customer may choose either a replacement or a refund of the purchase price.

Assessment and Repairs

Returned goods may be assessed in-store or by an authorised repair agent.

If a manufacturing fault is confirmed, repairs or remedies will be provided at no cost
If the product is outside the manufacturer’s warranty but covered by the CGA, an appropriate remedy will be provided
If the fault is not covered under the CGA, assessment and repair costs may be charged, subject to customer approval

Returns and Proof of Purchase

Proof of purchase is required when requesting a remedy. Customers may be asked reasonable questions regarding product use to assist with fault assessment. Where possible, products should be returned with relevant accessories.

Business and Trade Purchases

Goods and services supplied for business, trade, or commercial purposes may not be covered by the CGA, where contracting out is permitted under sections 2 and 43 of the Act.