Westlab's Delivery and Return Policies
Westlab's Delivery and Return Policies
Delivery
Westlab offers our account customers free delivery on online orders over $200 (excl. GST) anywhere in New Zealand.
Any offline order or order placed online, under $200 (ex. GST), will incur a delivery charge according to the volume and weight of said order. Customers who place orders with Westlab can expect to receive in-stock items within 2-3 business days.*
*Surcharges will apply to products that fall into either of the below categories. These products are clearly marked on our website as:
- Bulky Goods Surcharge - products that have a weight greater than 15kg or are considered 'bulky' in their packaging. Freight charges will be calculated at checkout.
- Dangerous Goods Surcharge - if your order contains any dangerous goods (DG), a standard $15.00 surcharge will apply to your order unless otherwise stated.
- Sensitive Goods - for products that have special freight requirements such as air-conditioning or refrigeration a standard $50.00 surcharge will apply at checkout.
- Special Orders - these are products that are not stocked at our warehouses but we have access to and can offer to customers as 'on-demand' basis. A standard $11.95 surcharge will apply.
30 Day Returns
Westlab offers returns for 30 days from the date of invoice. Prior to returning any items from your order, you must first request a Return Stock Authority (RSA) by contacting Westlab's customer support team by phone ((9) 553 3677) or by email (sales.nz@westlab.com). The RSA will outline what products are being returned and give you instructions on how to return the items back to Westlab.
After we receive your returned items, Westlab will inspect the items before offering a replacement or a credit for the returned items. Incorrectly ordered items being returned will incur a 20% restocking fee. Any restocking fees will be clearly outlined on your RSA form. Items must be returned within 30 days of the RSA being generated.
Please note that Special Orders are not covered by this 30-Day Return Policy. Special Orders are non-returnable unless a warranty or guarantee is breached.
Product Repair Service
As part of our Westlab warranty, we offer product repair services to all our customers across New Zealand. If you require a product to be repaired, please complete our Product Repair Request Form.
After we receive your Product Repair Request, a Westlab representative will contact you with further information and advance your request.