Freight, Pallets and Returns
Delivery / Freight and Rural Areas
You will be required to pay extra for rural or urgent deliveres or in some locations and it might not be possible for us to deliver to some locations*. Hi ab is available as optional extra. *Free does not apply to Waiheke Island* or Great Barrier Island* and offer applys to Auckland* subject to suppliers Zone areas. If you are unsure please phone us and we will advise. Some locations will need to be delivered to a depot for collection. Our terms of delivery, delivery charges and restricted delivery areas are fully detailed in this website which you should read before confirming your order. We offer a standard delivery service for our products. This normally takes 3-5 workings days following the placing of your order. Once your order is confirmed, we will contact you to confirm a delivery date. Goods will be delivered by carrier service or courier. We will send you an invoice for the refundable pallets if you purchase online and we will advise the cloest depot to return them for a credit. Please note not all our products can be delivered NZ wide so please enquire if you are not sure and we will advise. Thank you.
Pallets
When you order online you will be sent an invoice for pallets as some supplier has different pallet costs and different depots for return for a credit. We can also pick up for a surcharge, please enquire.
Permission to Return and to Receive Credit
Refunds, Credits & Money-Back Guarantee
We are committed to customer satisfaction. If you are not satisfied with our products, we offer the following remedy:
a) 30-Day Customer Satisfaction Guarantee
If you are unsatisfied with the product/materials, you may request a review within 30 days of the product being delivered. Most of our suppliers charge 25-30% restocking fee for product to be returned. If you have ordered the incorrect product there will be a freight cost charged to pick up and return back to the depot. This cost must be paid in advance. If the product is faulty the manufacturer will pay for these costs to pick up and return product. Most situations the manufacturer will re-deliver the product when the product/order has been picked up at the same time.
The manufacturer will inspect the product and offer one of the following, at our discretion:
• A credit toward future services
• A full refund with restocking fee applied.
b) Claims Made After 90 Days
If an issue arises after 90 days of your order, you may still contact us to request an evaluation.
If the issue is determined to be the result of faulty materials or defective materials provided by us:
We may offer a credit, partial refund, or remedial service as goodwill and this will be accessed by each supplier/manufacturer.
Any refund or credit made after 90 days is at our sole discretion and subject to case review.
This post-90-day goodwill policy does not apply to:
• Natural wear and tear
• Damage due to external factors (weather and third-party interference)
• Neglect, miscommunication adequately and no financial reimbursement will be guaranteed.
Additionally, we do not hold funds in reserve or retain any client money after 90 days. Any request for refund, credit, or financial compensation made after this timeframe will be declined without exception.
Damaged or Incorrect Merchandise
We will, upon your request, replace any merchandise that is received by you in damaged condition or as a result of a picking or delivery error. No material will be accepted or replacements issued without prior approval to return such merchandise. Filing of claims with our suppliers will be our responsibility. You must provide us with signed acknowledgement from the carrier within 48 hours from delivery on the delivery docket that the merchandise was damaged or incomplete at the point of delivery. The product must be returned to us unused, as new and in undamaged condition. We advise you to return goods in their original product packaging with all shrink wrapping and banding around the pallet or still intact in order to protect them in transit to us.
It is your responsibility to ensure that your goods are checked before signing the delivery note. If you have received a pallet or crate that is damaged and have chosen to accept the delivery, it is important that you sign the delivery note as “damaged” and that you notify us of any damage within 48 hours of delivery.
Damage should be notified via email to us together with digital photographic evidence of the damage. Evidence of damage may also be submitted by post provided the damage has been notified to us within the first 48 hours of delivery. We will then arrange to collect and replace your item subject to our usual terms and conditions of sale and delivery or offer an alternative remedy. Signing of the delivery note as “unchecked” or similar wording does not relieve you of the obligation to notify us of any damage within the first 48 hours from delivery. We will not accept claims for damaged goods if the carrier has obtained a clean signature or if more than 48 hours after delivery have passed.
Unfortunately, breakages can occasionally happen and we will send out replacements as soon as we can. To help us, we recommend that you open all products and check exactly how many individual units are broken, take photographs of the breakages, then contact us via email.
If we have not received notification of any return, fault or defect as set out above within 48 hours of the day of delivery, it will be assumed that acceptance of the goods has taken place. Any subsequent claim will be subject to our discretion, and we reserve the right to choose whether to repair, replace the product or make a refund. If goods are claimed to be faulty and are found not to be faulty on inspection, we may charge the costs of returning the goods to us at our discretion, or deduct it from any refund. The products will remain at your risk until they are physically returned to us by collection or delivery.
It is your responsibility to check against the carrier’s delivery note that the appropriate number of packages, parcels, pallets or crates has been received, and that the correct number and description of ordered goods or items has been received. You must notify us within 48 hours of receipt via email of any shortages. Once an item has been installed, it cannot be returned and the purchase price cannot be refunded.
How long will delivery take?
Delivery periods will vary by product: we will advise you of an estimated delivery date following receipt of order and our despatch team will confirm delivery date when your order is ready for despatch. We will deliver within 3-5 working days subject to availability.
Delivery Addresses
Delivery periods will vary by product: our sales team will advise you of an estimated delivery date following receipt of order and our despatch team will confirm delivery date when your order is ready for despatch.
Preparation for delivery
In order for us to be able to make the delivery safely and securely, when you are contacted by Landscape Solutions Direct or the carrier to arrange delivery please:
1. Confirm your address details and leave a day-time telephone number and mobile telephone number so that we can contact you if necessary on the day of delivery.
2. Ensure the delivery area is hard, level and safe to take the weight of a pallet truck carrying up to a maximum of 600kg in weight.
3. Please note that our driver will not be able to move your goods far from the vehicle. If your delivery point is on an incline the driver will not be able to push the pallet truck up or down the tail lift whilst on an incline as the pallet could topple. We cannot deliver onto cobbles, gravel or uneven surfaces. Under those circumstances the pallet will be left at the nearest available safe delivery point.
4. Please advise Landscape Solutions Direct of any constraints which may restrict access to your address for our delivery vehicles using the special instructions field on the order form.
