We have a 30-day return policy, which means you have 30 days from the date of delivery to request a return.

Eligibility for Returns

To be eligible, your item must be in the same condition in which you received it—unused, with original tags, in its original packaging, and accompanied by proof of purchase.

To initiate a return, please contact us at info@welltex.co.nz.

• If your return is approved, we will provide instructions on how and where to send your item.
• Items returned without prior approval will not be accepted.
• Return shipping costs for change-of-mind or non-faulty items are the customer’s responsibility and are non-refundable.

Damages and Issues

Please inspect your order immediately upon delivery and notify us within 48 hours if the item is defective, damaged, or incorrect. This timeframe allows us to assess the issue and resolve it promptly.

Do not use, install, or modify the item if a defect is found, as this may affect return or warranty eligibility. Installation/usage of a defective product may void warranty and return rights.

Exceptions / Non-Returnable Items

• Custom-made to Order & Non-stocked products (including pergolas, blinds, or any items manufactured, cut, or finished to your specifications) are non-refundable and non-returnable, unless faulty or not compliant with the Consumer Guarantees Act (CGA).
• Stocked kitset pergola sizes (standard, pre-manufactured sizes we carry in stock) may be eligible for return if all return conditions are met. Return freight, handling charges, and a restocking fee will apply. We reserve the sole right to determine whether to replace the item or issue a refund at our absolute discretion.
• Sale items are strictly non-returnable and non-refundable.

If you are unsure whether your purchase is a stocked, non-stocked or a custom-made item, please confirm with us prior to placing your order.

 Deposits and Preorders

• Deposits on non-stocked or custom-made products are strictly non-refundable, including but not limited to change of mind, buyer’s remorse, or order cancellation.
• This applies to all preorders and custom orders. By paying a deposit, you acknowledge and agree it is non-refundable and represents a binding commitment to purchase.

Refunds

Once your return has been received and inspected, we will notify you of the outcome. Approval or rejection of a return is at our sole discretion and is final.

If approved, refunds will be issued to your original payment method within 5 - 10 working days. Additional time may be required by your bank or credit provider to process the refund.