Refund, Returns & Cancellation Policy (Online sales)

Overview

Our online sales Refund, Returns & Cancellation policy lasts 14 days. If 14 days have passed since your purchase, we can’t offer you a full 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. Such goods cannot be returned.

Examples of non-returnable items:

Goods manufactured to order
Imported as indent orders
Items purchased with a Discount applied
Items on Sale
Gift cards

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

Please do not send your purchase back to us without prior authorisation and agreement.

A re-stocking fee of 30% will apply in all instances of returns. All freight charges are to be paid by you in advance, and we will not accept any freight forward charges or deductions.

All Refunds, Cancellations, Returns and/or Replacements are subject to the conditions outlined on this page.

Damages & 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 online@enstall.co.nz and send your item to Enstall Insulation Ltd, 304 Rosebank Rd, Avondale, Auckland 1025.

At Enstall Insulation Ltd, we always try our very best to make sure that the materials that you order are delivered in full, on time and with no damage. Should you have any issues with the goods that you have ordered, we ask that you contact us by email within 24 hours of delivery. If your issue regards damages, please also send pictures of the damage to us to help us to investigate this for you. This will enable us to work to resolve any issues. Any notification of issues after the 24-hour period has lapsed has to be considered on a case-by-case basis. Emails regarding cancellations, damages amendments or shortages sent outside of our business hours will be considered to have been sent on the next business day. Our business hours are 8 am – 4:30 pm Monday to Friday excluding Public Holidays and seasonal shutdowns. We will provide authorisation to proceed with a return and refund. Do not return products to us without this prior confirmation from us.

Refunds

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 a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company or bank, it may take some time before your refund is officially posted. 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 accounts@enstall.co.nz.

Sale items

Only regular-priced items may be refunded. Sale or discounted items cannot be refunded. Manufactured items specific to your order cannot be refunded. Imported (indent) items cannot be refunded.

Cancellations and Amendments

Should you choose to cancel an order that you have placed with us, we ask that you should contact us via email as soon as possible and within 24 hours of placing your order. If a cancellation of an order is made after the 24-hour period, we will charge a 20% cancellation charge this is to cover our own costs. Orders cancelled with less than a full 24 hours’ notice of delivery would be subject to a 30% cancellation charge. Eg – The last day to make any alterations or cancellations to delivery for Wednesday would be by 4 pm on the Monday before and for Monday deliveries, any alterations or cancellations need to be made by 4 pm at the latest on the Thursday before. Special order items can not be cancelled once your order has been placed. Emails regarding cancellations, damages amendments or shortages sent outside of our business hours will be considered to have been sent on the next business day. Our business hours are 8 am – 4:30 pm Monday to Friday excluding Public Holidays and seasonal shutdowns.

Once your order has been through the cancellation process, please allow up to 5 working days (Monday – Friday excluding Public Holidays and seasonal shutdowns) to receive any refund due. Please note that we are only able to refund payments onto the card originally used for purchasing the materials.

Freight Charges

Freight charges are non-refundable on any cancelled order cancelled after 24 hours from placing your order.

Brand swaps

We always endeavour to deliver the brand or type of materials that are ordered. In cases where this is not possible, we will email you to advise you of this. If the product that you have ordered is more expensive than the one being delivered, we will refund the difference. If we are delivering a more expensive product, we will honour the price you paid. If you are not happy with our brand swap, please let us know a minimum of 1 full business day before the delivery date and we will refund your delivery. If the delivery is accepted, any retrospective cancellation will incur cancellation fees.

Returns

We encourage all of our customers to make sure that the type and quantity of products ordered is correct. You will have up to 14 days from delivery to email us and let us know exactly what you would like to return from your order and a further 14 days from your email to return materials to us. we will charge a 30% order cancellation or return charge. This also applies to any orders cancelled less than 24 hours before the due delivery date. If the item is non-standard, made to order, or indent ordered by us for you we will not be able to return or cancel the delivery of goods at all. As per industry standards, Cement, Adhesives, Paints and/or any other powder-based products cannot be returned. Emails regarding cancellations, damages amendments or shortages sent outside of our business hours will be considered to have been sent on the next business day. Our business hours are 8 am – 4:30 pm Monday to Friday excluding Public Holidays and seasonal shutdowns.

Whilst we will always do our best to help, we cannot be held responsible for items ordered by you incorrectly, or arranging the collection of materials that have been over-ordered or ordered incorrectly.

Shipping Returns

To return your product, you need to arrange freight/delivery of your product to: ENSTALL INSULATION: 304 Rosebank Rd, Avondale, Auckland.

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 the original shipping and 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 will vary.

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.

Need further help?

Please note that all amendments, shortages, damages, cancellations or returns can only be dealt with via email and with your original order number from the website. This is to help with fraud prevention.