Refund policy

Your rights under New Zealand law
Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act
1986.
Under the Consumer Guarantees Act, goods we supply to you as a consumer must be of acceptable
quality, fit for the purpose they are sold for, and match their description. Services we supply, including
installation, must be carried out with reasonable care and skill. If a product or an installation fails to meet
those guarantees you are entitled to a remedy, and for a serious failure you can choose a refund or a
replacement.
The time limits, conditions and deductions set out below apply only to our voluntary change of mind
returns and cancellation offer. They do not apply to a claim under the Consumer Guarantees Act.
Restocking fees and freight deductions are not applied to a valid Consumer Guarantees Act claim, and we
cover reasonable return freight on those claims.
If you are buying as a business and the goods are for business use, the Consumer Guarantees Act may not
apply. Our terms and conditions set out what applies in that case.
Faulty, damaged or incorrect goods
Please check your order when it arrives. If an item is faulty, damaged in transit, or is not what you
ordered, email returns@3yes.co.nz as soon as you can, ideally within 48 hours, with your order number
and photos of both the item and the packaging. We will arrange a repair, a replacement or a refund, and
we cover the freight both ways.
A unit that develops a fault after it has been installed is a warranty matter. Our warranty page explains
what the manufacturer covers, what we cover on the installation and the workmanship, and how to make
a claim.

How to request a return or cancellation
 Email returns@3yes.co.nz with your order number. All return and cancellation requests start here.
 We will reply with return instructions. Please do not send anything back before you have them.
 Goods can be couriered back to us or dropped off at 5/69 Wiri Station Road, Wiri, Auckland 2104.
Unit only purchases
 A return can be requested within 30 days of delivery or collection.
 The unit must be unused, uninstalled, unopened and undamaged, with all original packaging and
accessories.
 Goods must be returned within 7 calendar days of receiving our return instructions.
 A restocking fee of $149 incl GST applies.
 We cannot accept a change of mind return on goods that have been damaged after delivery or
collection.
Unit and installation packages
 You can cancel by emailing returns@3yes.co.nz before an installation date is booked, or at least 72
hours before the scheduled installation.
 Cancellations made within 72 hours of the scheduled installation are not refunded.
 A restocking fee of $149 incl GST is deducted from the refund.
 Any equipment already delivered must be returned unused, uninstalled, unopened and undamaged,
with all original packaging and accessories.
 Once the installation is complete, this change of mind offer no longer applies.
Applying to both
 Return freight is paid by the customer.
 On a delivered order, the original delivery charge is also deducted from the refund. That amount is
shown at checkout before you buy.
 The restocking fee and the freight deduction are shown separately on your refund breakdown.
 We do not offer exchanges. To change a product, return it for a refund and place a new order.
 Products marked as non-returnable on the product page are excluded from this offer.
Refunds
Refunds are paid to your original payment method within 7 calendar days of us receiving the goods back,
after an inspection to confirm they meet the return conditions above. Your bank or card provider may
take a few days longer to post it to your account.
Contact
Returns and cancellations: returns@3yes.co.nz. Anything else: info@3yes.co.nz or 0800 393 722, Monday
to Friday, 8am to 5pm.

3 Yes Heat Pumps & Electrical, a trading name of 3 Yes Refrigeration Solutions Limited5/69 Wiri Station
Road, Wiri, Auckland 2104NZBN 9429030071490