Return, Refund & Shipping Policy

Return Policy

Our policy lasts 3 business days from the date you received your purchase. If 3 days have gone by, 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, including instruction booklets and accessories.

Several types of goods are exempt from being returned. Perishable goods such as food, and hygienic products such as continence products. Where products or equipment have been specially ordered or made specifically. 

                                                                                                                               In the circumstance that an item has been specially ordered for you, you will be notified at time of purchase that this is non-returnable.

Additional non-returnable items:

  • Gift cards
  • Health and personal care items
  • Toileting products
  • Bathroom products 
  • Personal hygiene products and equipment 
  • Beds 
  • Clothing 
  • Lift assist chairs

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer. Please contact us via phone or email to discuss returning the item.

Refund Policy

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within five business days.

If you refund is declined, you will have the option to collect the item from our premises within 14 days from our notification. 

We do not refund delivery costs except where goods are faulty.

NorthAble reserves the right to pass on any incurred freight charges associated to a returned item

If goods are faulty, we will meet our obligations under the Consumer Guarantees Act.


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 equipment@northable.org.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 equipment@northable.org.nz and send your item to: NorthAble EQ+, 73 John Street, Whangarei 0110, New Zealand.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping Return 

To return your product, please mail your product to: NorthAble EQ+, 73 John Street, Whangarei 0110, New Zealand.

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 over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Shipping Policy

Shipment processing time

All orders are processed within 1-2 business days. Orders are not processed on weekends or holidays.

Processing times may vary if you live at a rural address, in the South Island or if your order requires customisation.  This also applies to the current demand to supply owing to COVID-19

If there will be a significant delay in processing of your order, we will contact you via email or phone.

Shipping & delivery

Most orders are delivered in 2 - 3 business days.

Please note: Delivery times may vary if you live at a rural address, in the South Island or if the product requires customization. We currently only deliver within New Zealand and not overseas. We do not deliver to PO Boxes.

Shipping charges for your online order will be calculated and displayed at checkout.

Delivery delays can occasionally occur.

Shipment confirmation & Order tracking

We currently do not offer this service however we are more than happy to track the parcel on your behalf. We track the parcels ourselves on a daily basis during the working week.

Damages

NorthAble Equipment Plus is not liable for any products damaged or lost during shipping. This is couriers liability. However, please contact us immediately for us to resolve the issue. 

Please save all packaging materials and damaged goods before filing a claim with us.