General Return Policy

All sales are final. We do not accept returns or exchanges due to change of mind, buyer’s remorse, incorrect measurements, or where the selected product or size is not suitable for your space. Customers are responsible for checking measurements and confirming that the product is suitable for their intended application before placing an order.

If you receive a product that is damaged, defective, or does not match what was ordered, please contact us as soon as reasonably possible after receiving the item. We will review the issue and work with you to determine the appropriate resolution in accordance with applicable New Zealand consumer law, including the Consumer Guarantees Act (CGA) where applicable.

Important: Before placing your order, please carefully check all product specifications, measurements, colours, configurations, and other requirements to ensure they are correct for your needs. We cannot accept returns or exchanges due to incorrect measurements, unsuitable sizing, or change of mind, except where you have rights or remedies under the Consumer Guarantees Act.

Eligibility for Returns

To be eligible for a return where a return is accepted, 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.
• Original shipping/freight charges and return shipping costs for any approved non-faulty return are non-refundable and are the customer’s responsibility.

Damages and Issues

Please inspect your order immediately upon delivery and notify us as soon as reasonably possible if the item is defective, damaged, or incorrect. This 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 our ability to assess the issue.

Nothing in this section limits or excludes any rights you may have under the Consumer Guarantees Act.

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 for change of mind, unless faulty or not compliant with the Consumer Guarantees Act (CGA).
• Stocked kitset pergola sizes (standard, pre-manufactured sizes we carry in stock) are not eligible for return due to change of mind, incorrect measurements or suitability. Any return outside of these circumstances must be specifically approved by Welltex NZ and will be subject to the applicable return conditions. Return freight, handling charges, and a restocking fee may apply.
• Sale items are strictly non-returnable and non-refundable for change of mind.

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 a return has been received and inspected, we will notify you of the outcome.

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

Nothing in this policy excludes, restricts, or modifies any rights or remedies available to consumers under the New Zealand Consumer Guarantees Act 1993 or any other applicable law.