Returns Policy
At Elma Ultrasonics New Zealand, we supply professional ultrasonic cleaners, steam cleaners, cleaning chemicals, accessories and related products for a wide range of commercial, technical, workshop, industrial, jewellery, laboratory and specialist cleaning applications.
We want you to be confident when purchasing from us. This Returns Policy explains how we handle returns, faulty products, warranty claims, incorrectly ordered items and change-of-mind requests.
Nothing in this policy limits your rights under the Consumer Guarantees Act 1993, the Fair Trading Act 1986, or any other applicable New Zealand law.
Please contact us before returning any product
Before returning any item, please contact us first so we can assess the issue and provide return instructions.
Email: info@elma-ultrasonic.co.nz
Phone: (09) 827 6567
Freephone: 0800 603 603
Please include:
- your name and company name, if applicable
- invoice or order number
- product name or model
- serial number, where applicable
- description of the issue
- photos or video, if useful
- details of how the product has been used.
Products returned without prior approval may be delayed or may not be accepted.
Faulty or damaged products
If a product is faulty, damaged, not of acceptable quality, not fit for its intended purpose, or does not match its description, please contact us as soon as possible.
Depending on the situation, we may arrange for the product to be inspected, repaired, replaced, refunded, or otherwise remedied in accordance with New Zealand consumer law.
For minor faults, we may choose to repair the product, replace it, or provide a refund.
For substantial faults, you may be entitled to reject the product and request a replacement or refund, depending on the circumstances.
Damage in transit
Please inspect your order as soon as it arrives.
If your product appears to have been damaged in transit, please notify us as soon as possible and keep all packaging materials, including cartons, inserts and freight labels. Photos of the packaging and product damage will help us assess the issue and lodge any freight claim if required.
Incorrect, missing or incomplete orders
If you receive the wrong product, your order is incomplete, or an item is missing, please contact us promptly so we can investigate and resolve the issue.
Product suitability and technical selection
Many of the products we supply are technical products designed for specific applications. This includes ultrasonic cleaners, steam cleaners, baskets, accessories and cleaning solutions.
If you are unsure which product is suitable for your application, we recommend contacting us before purchasing. We can provide guidance based on the information you supply.
Unless required by law, we may not accept returns where a product has been correctly supplied but is unsuitable because the wrong product, size, chemical, accessory or specification was selected by the customer.
Change-of-mind returns
We are not required to provide a refund or replacement if you simply change your mind, no longer require the product, find it cheaper elsewhere, or ordered the wrong item.
However, we may consider change-of-mind returns at our discretion where the product is:
- unused
- in new and resaleable condition
- in its original packaging
- complete with all accessories, manuals and documentation
- returned within 14 days of delivery
- not a special-order, customised, clearance, used, opened chemical, or made-to-order item.
If accepted, change-of-mind returns may be subject to a restocking fee and the customer will usually be responsible for return freight.
Products that cannot usually be returned
Unless the product is faulty or we are otherwise required to accept the return by law, we do not usually accept returns for:
- opened or used cleaning chemicals
- products that have been filled with liquid or used in operation
- products that have been installed, modified, damaged or altered
- special-order or non-stock items
- customised products or configurations
- clearance or final-sale items
- products damaged through misuse, incorrect operation or failure to follow instructions
- products damaged by unsuitable cleaning agents, chemicals, solvents or operating conditions
- products returned incomplete, without original packaging, or not in resaleable condition.
Cleaning chemicals and consumables
Cleaning chemicals and consumable products must be selected and used carefully.
For safety and quality reasons, opened chemicals cannot usually be returned unless they are faulty, incorrectly supplied, or otherwise covered by your legal rights.
Customers are responsible for reading and following all product labels, safety data sheets, instructions and usage recommendations.
Misuse, incorrect operation or unauthorised repair
Returns, refunds, repairs or replacements may not be available where the issue has been caused by:
- incorrect installation or setup
- failure to follow the manufacturer’s instructions
- use of unsuitable liquids, chemicals or solvents
- operating the product outside its specifications
- physical damage, impact or neglect
- unauthorised repair, modification or tampering
- normal wear and tear
- use in an unsuitable environment
- inadequate maintenance or cleaning.
This is especially important for ultrasonic cleaning equipment, where incorrect liquid selection, incorrect fill levels, unsuitable items, or improper operation may cause damage.
Business purchases
Some products supplied by Elma Ultrasonics New Zealand are purchased for business, trade, commercial, industrial or professional use.
Where products are supplied for business purposes, the Consumer Guarantees Act may not apply where it is lawfully contracted out of. Any applicable business-to-business terms, quote terms, trade terms, manufacturer warranty terms or invoice terms may also apply.
This does not affect any rights that cannot legally be excluded.
Warranty claims
Some products may include a manufacturer’s warranty. Warranty terms may vary by product, model or supplier.
If you believe your product is covered by warranty, please contact us with your proof of purchase, product details and a description of the issue.
We may need to inspect the product or consult the manufacturer before confirming the appropriate remedy.
Warranty coverage does not usually apply to misuse, incorrect operation, unauthorised repairs, consumables, normal wear and tear, or damage caused by unsuitable chemicals or operating conditions.
Return freight
If a product is confirmed to be faulty, incorrectly supplied, or otherwise required to be remedied under New Zealand law, we will advise the appropriate return or freight process.
For change-of-mind returns or incorrectly ordered products accepted at our discretion, the customer is responsible for return freight and any risk of loss or damage during return shipping.
We recommend using a tracked and insured courier or freight service.
Condition of returned goods
Returned products must be safely packed to prevent damage in transit.
Where possible, products should be returned in their original packaging with all accessories, manuals, inserts and documentation included.
If a returned product is damaged due to inadequate packaging, incomplete, used, contaminated, or not in the condition described, we may decline the return or deduct reasonable costs from any refund or credit.
Assessment process
Once we receive a returned product, we may inspect, test or assess it before confirming the outcome.
Depending on the issue, the product may need to be assessed by our team, the manufacturer, supplier, service technician or authorised repair agent.
We will keep you informed and aim to resolve returns promptly and fairly.
Refunds
Where a refund is approved, it will usually be processed back to the original payment method unless otherwise agreed.
Freight, delivery, installation, service or handling charges may not be refundable unless required by law.
How to request a return
To request a return, please contact:
Elma Ultrasonics New Zealand
Email: info@elma-ultrasonic.co.nz
Phone: (09) 827 6567
Freephone: 0800 603 603
Please do not send any product back until we have confirmed the return process.
