Refunds Policy

Returns 

Our policy lasts 15 days. If 15 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. 

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. 

Several types of goods are exempt from being returned. Large items, such as culverts, pipes and tanks as some of these products are made to order.

To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer. 

There are certain situations where only partial refunds are granted (if applicable) 

- Any item not in its original condition, is damaged or missing parts for reasons not due to our error 

- Any item that is returned more than 30 days after delivery 

Refund or Cancelling Order

If your order is eligible for a refund or you're wanting to cancel your order, please note, if paid through our online website using a card, you will receive a full refund, minus the card transaction fee. This fee is 2.7% of total transaction. If you've paid through invoice or bank transfer this does not apply to your order. 

Return Process:
If you are wanting to return products, please email Rural Water with the following information. 

• Name
• Contact phone number
• Order Reference
• The reason for returning products
• What Products are being Returned
• Reason for Returning Product
• If Incorrectly Ordered - Which product you wanted or thought needed.
• If Incorrectly Supplied - What product was Ordered and Received
• If Damaged - How and Where is the Product Damaged
• Please include images of products for identification and inspection. Please take clear images of the product as a whole as well as details on product (e.g. If damaged, a photo of the damaged area. If incorrect size, a image of the size if written on the product).

Late or missing refunds 

If you haven’t received a refund yet, first check your bank account again. 

Then contact your credit card company, it may take some time before your refund is officially posted. 

Next contact your bank. There is often some processing time before a refund is posted. 

If you’ve done all of this and you still have not received your refund yet, please contact us at hello@ruralwater.co.nz. 

Sale items 

Only regular priced items may be refunded, unfortunately sale items cannot be refunded. 

Exchanges 

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at hello@ruralwater.co.nz

Shipping 

To return your product, please email hello@ruralwater.co.nz to organise the return process. 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. 

If you are shipping an item of considerable value, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.