Warranty Overview
Everything we sell at Trade Roots Ltd comes with a minimum 12 month parts and labour warranty. For some of our larger items, we offer even longer warranties which you can find in the specific product descriptions. All warranty claims are treated on a case by case basis, and we do our best to resolve any issues in an efficient and fair manner.
How to Make a Claim
The first step is to contact us at sales@traderoots.co.nz for warranty authorisation. Please provide your order number and any relevant information, such as photos or videos of the issue. We will need this digital verification to assess the problem. For minor defects that can be repaired, we will either send you the replacement parts or refer you to one of our local service agents. For major defects that cannot be repaired, we will either replace the item or offer you a store credit or a full refund.
Our Commitment to Repair
We will always endeavour to repair or replace faulty goods within their warranty period. If we cannot do this within a reasonable period of time, we will offer a store credit or a refund. Please note that all warranty claims must first be approved by a Trade Roots Ltd representative.
Exceptions and Limitations
This warranty does not apply if the item has been damaged due to misuse. This includes negligent operation, improper assembly, inadequate maintenance, unauthorised repairs, storm damage, or any modifications. For businesses, specific limits in cover will apply. Additionally, limitations apply to warranties regarding rust for items located in sea spray zones, coastal environments, or areas affected by industrial contamination or geothermal sulphur.
Freight and Motorised Products
Proof of purchase is required for all claims, and warranties are not transferable to a new owner. Any freight damage or missing parts must be reported to us at info@traderoots.co.nz within 24 hours of delivery. In the case of a repair for a motorised product, you will be required to take the unit to one of our nationwide service agents. If our examination shows the goods are not in breach of any warranty or consumer guarantee, a fee may be charged for the examination and any costs to return the goods to you.
Your Rights Under the Consumer Guarantees Act
Under the Consumer Guarantees Act 1993, you have guaranteed legal rights for the goods you buy from us. This includes a guarantee that our goods are of acceptable quality, which means they are fit for purpose, free from minor defects, safe, durable, and acceptable in appearance. We also guarantee that our goods match the descriptions on our website or any sample models shown. If a product does not meet these guarantees, we will meet our obligations under the CGA to provide a remedy. These guarantees are in addition to our standard 12 month warranty.
Inconsistent Use
Please be aware that the Consumer Guarantees Act does not apply if the goods have been used in a manner, or to an extent, that is inconsistent with what a reasonable consumer would expect to obtain from the goods.