Terms of service
Returns Policy
Returns to be accompanied by ‘Return Form’ which will be emailed to the buyer upon notification of the problem.
To return non-faulty items, a proof of purchase is required. Items must be returned within 7 days of delivery in their original packaging, unused, unopened, and in resaleable condition, including all manuals and accessories. Shipping costs are non-refundable. Eligible returns can be exchanged or issued as store credit. We reserve the right to reject returned items that do not meet our return requirements.
For faulty returns, it is the buyer’s responsibility to ensure the goods are adequately packaged to ensure that they are not damaged during return transit.
Unless goods are returned due to incorrect description or faulty or defective on arrival, or damaged in transit (within 7 days upon delivery), goods must be returned at the buyer’s expense using registered post or equivalents.
All returned parcels must be sent via registered track and trace post as we cannot be responsible for items being lost or damaged in the mail on the way back to us.
Refunds will only be issued for items that are faulty on arrival, damaged in transit, defective, or not as described, and where we are unable to repair the item or provide a replacement of equal or greater functionality. For eligible change-of-mind returns, we offer store credit or exchanges only. All returns must be made within 7 days of delivery
Refunds will not be offered if the buyer changes their mind, or if the item is ‘not what you expected.
All items must be returned to us for full assessment BEFORE a refund/store credit is issued.
We reserve the right to refuse a return if the goods are returned in unreasonable condition.
The time it may take your bank to process STEELMATES refund can be up to 5 business working days. You will receive an e-mail notification once we have received and processed the returned item.
Pre-order Items
Pre-order items are products that are currently not in our NZ warehouse but are available for purchase. When you place a pre-order item with us, we will confirm with an estimated shipping date via email.
Pre-Order Delivery Time
We understand the importance of securing your pre-order items as soon as possible. That's why we will make every effort to obtain the product from our supplier within 6-8 weeks from the date when we receive the payment, at which point the stock is expected to arrive at our Auckland warehouse. Plus extra 4-8 working days to your delivery address if you request delivery with an agreed shipping option.
Once your pre-order item(s) arrives at our warehouse, we will notify you via email that your order is ready for pick-up or delivery.
Please note that the estimated shipping date is subject to change due to unforeseen circumstances, such as production delays or shipping issues. In the event of a delay, we will notify you as soon as possible and provide an updated estimated shipping date.
Orders that contain pre-order and in-stock products
If your order includes both pre-order and in-stock items, you have the option to receive the available items first and the pre-order items later once they become available. Please note that separate delivery costs may apply in this scenario, and we will inform you of any additional fees before processing your order. Alternatively, you can choose to receive your complete order in one delivery with only one delivery cost, once all items are available.
Payment of pre-order (only apply to these container shelters)
We do request 50% payment to secure any pre-ordered item from customers and pay the rest when the pre-ordered item arrives at our warehouse. Our sales team will only be able to process your order after receiving the 50% payment. After the product arrives at the Port of Auckland, please settle the remaining 50% balance within 7 business days. Additionally, we guarantee to lock in the original purchase price of the pre-order item(s) for you.
Cancellation
If you wish to cancel your pre-order item(s), please contact us by calling 09-2740 618 or emailing us at sales@steelmates.co.nz. Free cancellation and full refund within 3 business days after ordering.
Please note - we will always do our best to accommodate your request, but you may be liable for a restocking fee of 20% after 3 business days.
By placing a pre-order, you agree to these above terms and conditions. We value your business and strive to provide the best customer service possible. If you have any questions or concerns, please do not hesitate to contact us.
Changes To Our Website
We may update our website from time to time at our sole discretion and may change or discontinue the content at any time. However, please note that any of the content on our website may be out of date at any given time, and we are under no obligation to update it.
Pricing
Prices for our Products may change from time to time at our sole discretion. With respect to items sold by STEELMATES, we cannot confirm the price of an item until you order. Despite our best efforts, a small number of the items in our catalogue may be mispriced. If the correct price of an item sold by STEELMATES is higher than our stated price, we will, at our discretion, either contact you for instructions before shipping or cancel your order and notify you of such cancellation.
Any gift or bonus items are non-refundable or cash out.
Online Payment
Whilst STEELMATES employs the latest in Secure Sockets Layer (SSL) technology software for its transactions with our customers, STEELMATES will not be responsible for any damage, consequential losses (whether direct or indirect) suffered by a customer whose credit card is fraudulently used or is used in an unauthorized manner. Please note that STTELMATES will not collect and store customers' credit card details.
How The Contract Is Formed Between You and Us:
Our shopping pages will guide you through the steps you need to take to place an order for a Product with us (“Order Process”). You will need to provide all the required information. Our Order Process allows you to check and amend any errors before submitting your order to us.
Please take the time to read and check your order at each step of the Order Process. After you place an order, you will receive an e-mail from us acknowledging that we have received your order. However, please note that this does not mean that your order has been accepted. Our acceptance of your order will take place as described in the clause below.
We will confirm our acceptance to you by sending you an e-mail that confirms that the order has been accepted and the Products have been dispatched (“Dispatch Confirmation”). The Contract between us for the Products will only be formed when we send you the Dispatch Confirmation.
We may at our complete discretion choose to reject any order you place. If we choose not to accept an order for a Product (perhaps because that Product is not in stock, no longer available, because we cannot meet your requested delivery date or because of an error in the price on Our Website or for any other reason), we will inform you of this by e-mail and we will not process your order. If you have already paid for the Products, we will refund you the full amount including any delivery costs charged as soon as possible. We as the seller will have no further liability to the buyer in relation to the rejected part of that order.
All orders are subject to the availability of products. We may revise our range of products or the specification of any product at any time without giving any notice. We are entitled at any time to correct all errors and omissions (whether clerical, computational or otherwise) in any advertising, quotation, invoice or acknowledgment. Due to our administrative processes, errors (if any) may be discovered up to 30 days after the goods have been delivered to you. We will notify you promptly of any error or omission we discover and give you the option of returning the goods for a full refund. Any attempt by you to vary or cancel any order you have placed with us will have no effect unless accepted in writing by us. Where we accept cancellation by you (in our sole discretion) we may levy a handling charge of up to 15% of the otherwise applicable purchase price.
Warranty
At STEELMATES, we take pride in the quality and durability of our products. We stand behind our craftsmanship and offer a warranty to ensure our customers receive products that meet their expectations.
Our warranty covers manufacturing defects and faults in materials under normal use and service. The warranty period begins from the date of purchase and varies depending on the product category, as specified in the product’s documentation or listing or product description. To remain eligible for warranty coverage, the product must be maintained as directed in the Owner’s Manual.
This warranty covers failures occurring during normal use but excludes the following:
Damage caused by misuse, negligence, commercial use, accidental damage, or improper installation.
Normal wear and tear or cosmetic damages that do not affect the product’s performance.
Corrosion caused by storing pool chemicals and use of pressure-treated wood for the floor will cause steel corrosion.
Modifications to the product, which void the warranty.
Damage resulting from external factors and ‘‘force majeure’’, which includes but is not limited to, hail, storm, tornado, hurricane, blizzard, flood, fire effects and other causes which are beyond STEELMATES control.
Color changes due to normal weathering.
STEELMATES is not liable for incidental or consequential damages, including but not limited to removal and installation costs, flooring, construction labor, taxes, shipping costs, or any other direct or indirect losses resulting from product failure.
To make a warranty claim, customers must provide proof of purchase and a description of the issue. STEELMATES reserves the right to request photographic proof of product defects to aid in determining the extent of the defect and aid in quality control efforts. The customer is responsible for the cost of returning the product for inspection unless otherwise stated. STEELMATES will not cover the cost of disassembly, flooring, or any related expenses.
If the product is found to be defective under the terms of this warranty, STEELMATES will, at its discretion, repair or replace the product or issue a refund or partial refund. The method of resolution will be determined based on the nature of the defect and the availability of replacement parts or products.
STEELMATES reserves the right to discontinue or change parts. If a part has been discontinued or is not available, STEELMATES will substitute a part as may be compatible and available.
This warranty is non-transferable and applies only to the original purchaser. It is intended to provide customers with confidence in their purchase and does not limit or exclude any statutory rights under applicable consumer protection laws.
For assistance with warranty claims or further information, please contact STEELMATES customer support.
Contact For Further Information
If you have any queries, concerns or complaints regarding this website or these Terms of use, please contact us