This Refund and Return Policy establishes the clear contractual procedures and statutory rights regarding order cancellations, physical items returns, and financial reversals for transactions on www.countiescleaning.com. This policy aligns with the New Zealand Fair Trading Act and the European General Data Protection Regulation (GDPR) alongside the EU Consumer Rights Directive.
1. Statutory Right of Withdrawal (14-Day Cooling-Off Period)
In strict accordance with European consumer protection legislation, consumers residing within the European territory possess a statutory Right of Withdrawal.
Timeframe: You have the right to cancel your purchase contract within 14 calendar days from the date on which you, or a designated third party, acquire physical possession of the items.
Condition Requirement: For a standard change-of-mind cancellation under this legal framework, the item must remain unused, unaltered, and in its original merchantable condition.
Return Allocation Address: All authorized physical returns originating from Europe must be shipped to our formal operational base at the following address:
COUNTIES CLEANING SUPPLIES LIMITED
28 Aldred Road, Remuera, Auckland, Auckland, 1050, New Zealand
2. Damaged, Flawed, or Non-Conforming Items
If an item arrives with functional irregularities, structural flaws, or transit damage, your consumer rights are protected by robust statutory parameters. Consumers are not required to return the compromised physical hardware to our facilities.
Remediation Protocol
Notification: Contact our dedicated administrative support desk via electronic mail at mop@countiescleaning.com.
Verification: Supply clear photographic evidence illustrating the reported flaws or damage.
Resolution Options: Upon verification of the photographic records, our administration will process your choice of either:
A full monetary refund issued to the original transactional method.
A priority dispatch of an identical replacement unit.
3. Extended Transit and Non-Delivery Framework
We partner with premium international courier networks, specifically DHL Priority, FedEx Priority, and UPS Priority, to manage transit to European destination markets.
Standard Transit Window: The typical delivery timeframe is 7 to 10 business days following formal dispatch.
Automated Disclosures: Our tracking system automatically transmits status update emails to the electronic mail address provided during your checkout sequence at critical milestones (at initial dispatch, upon hub arrival, and during local delivery allocation).
Investigation and Resolution: If a shipment remains undelivered beyond the standard transit timeframe, our internal administration will open a formal trace investigation with the respective carrier. Based on the verified findings of this audit, we will execute a complete transaction refund or a priority replacement dispatch.
4. Settlement and Monetary Reversals
When a financial refund is approved under any clause of this policy, the reversal is executed back to the original method used during the initial transaction.
Approved Settlement Methods: Refunds will be processed directly back to your respective credit card, debit card, or digital wallet provider, including Visa, Mastercard, American Express, Apple Pay, Google Pay, or other verified electronic wallet infrastructures used at checkout.
Processing Frame: Monetary processing timelines depend on your specific financial institution’s standard settlement windows, typically requiring several business days to reflect on your statement.
5. Corporate Contact and Registry
For formal return authorisations, refund processing status, or regulatory inquiries, please reference our official details below:
Company: COUNTIES CLEANING SUPPLIES LIMITED
Email: mop@countiescleaning.com
Business/Warehouse Address: 28 Aldred Road, Remuera, Auckland, Auckland, 1050, New Zealand
Registered Address: Martyn Jagusch, 6 Nelson Street, Pukekohe, 2120, New Zealand
Phone: +64 800737849