Shipping Policy

Effective date: 12 July 2026

This Shipping Policy applies to orders placed through www.refurbly.nz.

Refurbly aims to provide reliable, secure and convenient delivery throughout New Zealand. This policy explains our order-processing procedures, delivery estimates, tracking, shipping charges and responsibilities relating to delivery.

1. Shipping Within New Zealand

Refurbly delivers eligible products to residential and business addresses throughout New Zealand.

Orders may be shipped using New Zealand Post, NZ Post CourierPost, Aramex, Mainfreight, DHL, or another suitable courier or freight provider selected according to the product, delivery address, parcel size and service availability.

Some products may be dispatched directly from an authorised distributor, supplier, service partner or fulfilment location.

2. Shipping Charges

Standard shipping is free for eligible orders delivered within New Zealand unless a shipping charge is displayed at checkout or stated on the relevant product page.

Additional shipping charges may apply to:

• Oversized, bulky or heavy products
• Rural or remote delivery addresses
• Offshore islands or locations with limited courier access
• Special-handling or dangerous-goods shipments
• Express, priority or time-specific delivery services
• Commercial, palletised or bulk orders

Any applicable shipping charge will normally be displayed at checkout before payment is completed. Where an automatic shipping rate cannot be calculated, we may contact you with a delivery quotation before dispatching the order.

3. Order Processing

Orders are generally processed during normal New Zealand business days, excluding weekends and public holidays.

Standard orders placed before 12:00 pm may begin processing on the same business day. Depending on stock location, payment verification and warehouse capacity, dispatch will usually occur within one to two business days.

Orders placed after 12:00 pm, on weekends or on public holidays will generally begin processing on the next business day.

Express or priority orders placed before the applicable cut-off may be dispatched on the same business day where the product is available at the dispatch location. Express dispatch and next-day delivery are not guaranteed unless expressly confirmed by Refurbly.

4. Estimated Delivery Timeframes

Estimated delivery timeframes begin after an order has been dispatched and are provided as a guide only.

• Major metropolitan areas: approximately 1–3 business days
• Regional locations: approximately 2–5 business days
• Rural or remote locations: approximately 3–10 business days
• Oversized or freight deliveries: approximately 3–10 business days

Actual delivery times may vary according to the dispatch location, destination, courier network, product availability, rural delivery schedules and other circumstances beyond our control.

Delivery estimates shown on product pages, at checkout or in order confirmations are estimates and do not constitute a guaranteed delivery date.

5. Products Dispatched From Different Locations

Refurbly products may be held at different warehouses, distributor facilities or fulfilment locations.

Where an order contains multiple products, the products may be dispatched separately. You may therefore receive more than one parcel, tracking number or delivery.

Separate deliveries forming part of the same order will not ordinarily result in additional shipping charges unless otherwise disclosed.

6. Order Confirmation and Tracking

After placing an order, you should receive an order-confirmation email at the email address entered during checkout.

Once your order has been dispatched, we will normally send a shipping-confirmation email containing available tracking information.

Tracking information may take up to 24–48 hours to become active after the shipping label has been created.

For orders containing products dispatched from multiple locations, separate tracking details may be provided for each parcel.

7. Delivery Addresses

Customers are responsible for providing a complete and accurate delivery address, including any apartment, unit, building, company, floor, rural delivery or access details.

Before completing your order, please carefully check your:

• Recipient name
• Street address
• Apartment or unit number
• Suburb or locality
• City or region
• Postcode
• Telephone number
• Email address

Once an order has entered processing or has been dispatched, we may not be able to change or redirect the delivery address.

Additional charges resulting from an incorrect, incomplete or undeliverable address may be payable by the customer, except where the delivery issue was caused by Refurbly.

8. PO Boxes, Private Bags and Parcel Collection Addresses

Eligible smaller products may be delivered to PO Boxes, Private Bags, Parcel Collect addresses or other approved collection locations where supported by the selected carrier.

Oversized products, freight deliveries and products shipped by carriers that do not service PO Boxes must be delivered to a physical street address.

Where a PO Box or collection address cannot be serviced, we may contact you to request an alternative delivery address.

9. Rural and Remote Deliveries

Rural delivery charges or extended delivery timeframes may apply to addresses classified as rural or remote by the selected carrier.

Some carriers may transfer parcels to a local delivery agent for the final stage of delivery. Tracking updates may be less frequent during this process.

If an additional rural delivery charge applies and was not calculated at checkout, Refurbly may contact you before dispatch.

10. Signature and Authority to Leave

A signature may be required for high-value products or where required by the courier.

Where the carrier permits authority to leave, the parcel may be left in a location considered safe by the courier or in accordance with delivery instructions submitted to the carrier.

Delivery instructions are requests only and cannot always be guaranteed.

Where a customer authorises a parcel to be left without a signature, responsibility for the parcel may transfer to the customer once the carrier records it as delivered at the nominated address, except where liability cannot lawfully be excluded.

11. Missed Deliveries

If no one is available to receive a parcel, the carrier may:

• Leave the parcel in a safe location
• Leave a collection card
• Deliver the parcel to a collection point
• Attempt redelivery
• Contact the recipient for further instructions

Customers are responsible for following the carrier's instructions and collecting parcels within the applicable collection period.

Redelivery or return-to-sender charges may apply where a delivery could not be completed because the address was incorrect, access was unavailable or the parcel was not collected.

12. Delivery Delays

Refurbly will take reasonable steps to dispatch and deliver orders within the estimated timeframe. However, delays may occur due to circumstances beyond our reasonable control, including:

• Courier or freight network disruptions
• Severe weather or natural disasters
• Road closures or transport interruptions
• Public holidays and peak shopping periods
• Supplier or warehouse delays
• Stock discrepancies
• Customs or biosecurity processing
• Industrial action
• Incorrect or incomplete delivery information
• Rural or remote delivery restrictions

If a material delay occurs, we will endeavour to provide updated information when it becomes available.

13. Lost or Missing Parcels

If tracking shows no movement for an extended period, or if your parcel has not arrived within a reasonable time after the estimated delivery date, please contact Refurbly.

Please provide:

• Your order number
• The recipient's full name
• The delivery address
• The relevant tracking number
• Details of any communication with the carrier

We may lodge an investigation with the carrier. Carrier investigations can take several business days and, in some cases, longer.

A replacement or refund will be arranged where required after the investigation and in accordance with applicable New Zealand consumer law.

14. Parcels Marked as Delivered

If tracking shows that a parcel has been delivered but you cannot locate it, please:

• Check around the delivery property and any safe locations
• Check with household members, reception staff or neighbours
• Review any delivery photograph or carrier notification
• Contact the carrier directly where appropriate
• Notify Refurbly promptly if the parcel remains missing

We may request confirmation of the delivery address and other information required to investigate the delivery.

15. Products Damaged During Delivery

If your product arrives damaged, please contact Refurbly as soon as possible, preferably within 48 hours of delivery.

Please retain:

• The product
• The shipping carton
• All internal packaging
• The shipping label
• All accessories and included items

We may request photographs of the parcel, packaging, shipping label and damaged product so that we can assess the issue and lodge a claim with the carrier.

Reporting an issue outside the preferred timeframe does not remove any rights you may have under applicable New Zealand consumer law.

16. Incorrect or Incomplete Deliveries

If you receive an incorrect product, an incomplete order or a parcel missing an expected component, please contact us promptly with your order number and details of the issue.

Refurbly may review warehouse records, package weights, serial numbers, tracking details and other available information before arranging the appropriate resolution.

17. Order Changes and Cancellations

Contact us as soon as possible if you need to change or cancel an order.

We cannot guarantee that an order can be amended or cancelled after payment, particularly once processing, fulfilment or dispatch has commenced.

If an order has already been dispatched, it may need to be returned in accordance with our Refund Policy. Change-of-mind return costs may apply.

18. Refused and Unclaimed Deliveries

Where a parcel is refused, not collected, or returned to sender because the carrier could not complete delivery, Refurbly may contact the customer to arrange redelivery or another appropriate resolution.

Reasonable return-to-sender and redelivery charges may be deducted from a refund or charged to the customer where permitted by law and where the failed delivery was not caused by Refurbly or the carrier.

19. Oversized, Bulky and Freight Products

Large products such as commercial equipment, servers, large displays, furniture, appliances, palletised stock or bulk orders may require specialised freight delivery.

Unless expressly stated otherwise, freight delivery may be limited to a ground-floor, kerbside or loading-dock delivery point.

Customers are responsible for ensuring that suitable access, personnel and equipment are available to receive oversized or palletised goods.

Additional services such as inside delivery, stair access, unpacking, installation or removal of packaging are not included unless confirmed in writing.

20. International Shipping

Selected products may be available for delivery outside New Zealand. International availability and shipping charges depend on the product, destination, carrier restrictions and export requirements.

International orders may be shipped using DHL Express or another suitable international carrier.

Customers should contact Refurbly before placing an international order where a shipping rate is not available at checkout.

21. Customs Duties, Taxes and Import Charges

For orders delivered outside New Zealand, the recipient is responsible for any applicable:

• Import duties
• Customs charges
• Local taxes
• Brokerage fees
• Clearance fees
• Other destination-country charges

These charges are not included in the product price or shipping charge unless expressly stated otherwise.

Refurbly does not control customs processing and cannot guarantee international clearance or delivery timeframes.

22. International Returns

Customers returning an international order for change of mind are responsible for return shipping, insurance, customs documentation and any applicable duties or charges.

Where a return is required because a product is faulty, incorrectly supplied or otherwise covered by applicable consumer law, return shipping responsibility will be determined in accordance with the law and our Refund Policy.

Customers must obtain return instructions before sending an international return.

23. Risk of Loss

Responsibility for products remains subject to applicable New Zealand consumer law. Nothing in this policy excludes or limits any rights or remedies that cannot lawfully be excluded.

24. Returns

Shipping-related returns are governed by our Refund Policy.

Please obtain return instructions from Refurbly before returning a product. Unauthorised returns may be delayed or returned to the sender.

25. Contact Us

For questions about shipping, tracking or delivery, please contact Refurbly Customer Support.

26. New Zealand Consumer Rights

Nothing in this Shipping Policy excludes, restricts or modifies any right, guarantee, remedy or protection that cannot lawfully be excluded under the Consumer Guarantees Act 1993, the Fair Trading Act 1986 or any other applicable New Zealand law.