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BUSINESS POLICIES

 

 

 

Acceptance of Delivery

Once an order has been delivered and accepted, the customer assumes all responsibility for the carpet or flooring. The customer should take all necessary precautions in storing the pieces until the floor is ready for installation. Please feel free to contact Floorwise Ltd. on 0508 20 21 22 if you or the installer have any questions prior to cutting the carpet or flooring. Once it has been cut, Floorwise Ltd. is unable to accept it back at the warehouse. Claims for visible defects or damage must be noted at time of receipt.

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Delivery Timelines

Most orders can be expected to deliver within 7 business days from the time the order is placed, assuming materials are in stock. Items that are not stock will be delivered as soon as they are available unless otherwise specified by the cutomer. Floorwise will provide a projected delivery date, alternatively customers can use the stock enquiry function on the product page to receive a lead time before ordering. The customer should place the order as soon as he is sure of the quantity needed. Floorwise Ltd. will store the material in the warehouse as long as reasonably necessary. There is no charge for this service. The customer should be aware that orders cancelled after Floorwise Ltd. have received the items from the manufacturer are subject to that manufacturer's restocking policy.
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Freight

Floorwise Ltd. hires the services of a variety of reputable shipping companies to deliver carpets and flooring to our customers. Each of these companies have their own policies regarding dates and times of delivery. Floorwise Ltd. will provide the customer with all the information regarding the order as soon as the order for shipping has been placed. Once the appropriate shipping company has picked up an order, a bill of lading number is issued. This will be given to the customer along with their phone number so that the customer can call and track the shipment if necessary. The freight companies hired by Floorwise Ltd. are very reputable businesses and all care is taken in getting the customers' order  promptly. There are certain circumstances which are beyond the control of Floorwise Ltd. (holidays, mechanical failure, etc.) Shipping companies require a contact phone number to verify that someone is there to accept the order. It is the customer's responsibility to make arrangements for acceptance of delivery, and if it is a residential delivery to have adequate manpower to offload the material.
New Zealand-wide freight is calculated on a location basis and is added during the checkout process.

If the customer is ordering large amounts of product or have special requirements, please email admin@floorwise.co.nz or call on our Toll Free number 0508 20 21 22 and specify the product and quantity, and Floorwise Ltd. will quote a cost as soon as we can.

When the shipment arrives, please inspect packaging (or instruct the person who will be receiving the shipment) for any damage. In the rare event that the customer should see a damage, no matter how slight it may seem, call on Floorwise Ltd.'s toll free phone 0508 202 122 immediately and Floorwise Ltd. will determine the best course of action. Taking care of the customer's interest is in Floorwise Ltd.'s best interests.

Flooring products, especially carpets, tend to be very heavy and generally hard to handle. When delivered directly to the customer's door it is necessary to organise the man power to assist in unloading the product at the delivery address.

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Measurement Errors

With supply only orders, Floorwise Ltd. can only provide an estimate based on your measurements. Responsibility for shortages and consequential damages caused by shortages lies with the customer.
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Payments and Pricing

Payment in full is required for supply only orders before any order is shipped. There are no exceptions to this policy. Once payment is received by Floorwise Ltd., an order will be made to the appropriate manufacturer and the customer's order will be filled.
For installation orders placed through Floorwise Ltd's online store, a 50% deposit is required for all orders unless you have a credit account established with Floorwise Ltd. This deposit allows Floorwise Ltd to order materials and arrange pre installation checks. The remaining 50% is payable on the day of installation unless an alternative payment is preapproved with Floorwise Ltd. 
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Privacy

Floorwise Ltd. is committed to the customer's right to privacy. Floorwise Ltd. wants to make the client's experience with us as safe, satisfying and convenient as possible. Floorwise Ltd. complies with New Zealand's Privacy Act and its 12 information privacy principles which deal with the collection, holding, use and disclosure of personal information.

Information we receive from the customer is used to process your order. This information will remain with Floorwise Ltd. Floorwise Ltd. will not sell, trade or share this information with any other company or individual.

The customer has the option not to provide this information over our website. If preferred, the customer can contact Floorwise Ltd. on the toll free phone 0508 202 122 during office hours (Monday - Friday 8am - 4.30pm) to place an order.

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Solutions for Defective Material
 

 

For defects discovered prior to installation, Floorwise Ltd. will require a digital image via email or an actual sample swatch clearly showing the defect. Once it is determined that the material is defective Floorwise Ltd. will either

1) Issue a replacement once the material is on its way back to the Floorwise Ltd. warehouse by the designated carrier, or

2) Issue a complete refund including incurred freight charges once the material is received in the warehouse in the condition it was shipped in (wrapped and unaltered).

Monetary considerations for consequential damages or inconveniences are not allowed. Defects found after installation follow various policies depending on the defect. In general the customer will probably be required to get an inspection by a Certified Inspector. This is only when the defect is a possible installer error. If the problem turns out to be a manufacturing defect, the customer will be refunded the cost of the inspection. Manufacturers usually will offer replacement material and reasonable labour charges or a monetary adjustment if desired. Claims for shortages must be made within 30 days of delivery




Returns and Refund Policy

 

Once an order has been placed it can be cancelled if necessary prior to the order been loaded for shipment to the warehouse or to the customer. After that there will be a restocking fee assessed by the manufacturer. Floorwise Ltd. will pass this on to the customer.

 

If the shipment has been delivered the customer must make the item or items available for pick up for the designated shipping company. The customer must also make the appropriate arrangements to load the material on the truck. There are charges involved in doing this. The customer will be charged a 15-25% restocking fee depending on the manufacturer’s policies and applicable freight charges. The additional charges do not apply in the rare event the customer receives defective or damaged goods, or the wrong items, but the customer must still make the material available for return as we cannot reship the item until it is on its way back to the warehouse.

 

If the customer asks Floorwise Ltd. to cut the material into specified room sizes, the order is non-cancellable.

 

If an order is cancelled and a refund warranted, Floorwise Ltd. will do this in a timely manner. Refunds are made after deducting any restocking fees or freight charges, if applicable. No refunds will be issued until the carpet or flooring is received back in the warehouse in the same packed condition as it was when shipped. Refunds will be issued in the same format that Floorwise Ltd. received the original payment. Floorwise Ltd. requires approximately four days from the time the carpet or flooring is back in the warehouse to process refunds.

 

  

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Stock Availability

Upon request of a style and color of carpet or flooring, Floorwise Ltd. will verify that the product is available at that time. If it is not, the manufacturer will provide a scheduled production date for the product anf this will be communicated to the customer by Floorwise Ltd. Experience tells us that in most cases, the production dates given are reliable. However, in rare instances the manufacturers have found it necessary to extend the scheduled production date. Floorwise Ltd. will communicate this to the customer, making them aware of any such changes and offer the option of waiting for the new date or changing the selection.
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Terms

 

Floorwise Ltd. uses all reasonable efforts to include accurate and up to date information regarding products, pricing, imagery and manufacturers throughout this site. However as Floorwise Ltd. relies on manufacturers etc to provide this information, the business makes no guarantees, warranties or representations as to its 100% accuracy. Floorwise Ltd. assumes no liability or responsibility for any errors or omissions in the content of this Site. In instances of incorrect pricing on the website at the time of quotes or orders placed, Floorwise Ltd reserve the right to cancel the order or amend the price, if this is required Floorwise Ltd will inform the customer, giving them the option to cancel their order with a full refund or amend the price and continue with the order. Floorwise will not supply a product that has been incorrectly priced.

The images aim to portray an actual likeness of the carpet and other floorings in terms of colour, texture and pattern repeat - however, due to the individual settings of the users browser, Floorwise Ltd. does not guarantee the accuracy - particularly of the colour.

Prices are displayed in New Zealand Dollars (NZD)
 

 

 

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