Sales Policy

For important information regarding order processing, shipping and online security, see our Security Statement.

PAYMENT TERMS

Payment must be made by an Australasian ( Australian or New Zealand) issued credit card. No international orders are accepted at this time.

For your security, Rubber Monkey does not store credit card information for online orders.

All items ship from New Zealand to Australia, and GST is not charged. Items under $1000 are exempt from Australian GST. For larger amounts, you may be charged Australian GST when the items arrive.

Despite our best efforts, a small number of the items in our catalog may be mispriced. If an item's correct price is higher than our stated price, we will, at our discretion, either contact you for instructions before shipping or cancel your order and notify you of such cancellation.

ORDER REFUNDS

Customers are advised that refunds for orders of total value $500 or higher, cancelled for reasons other than faulty goods, inability to supply or unreasonable delay, whereby the payment form is a credit card will incur a payment processing fee which will be deducted from the total amount refunded. The current payment processing fee is 2.1% of the total order amount.

Orders cancelled for an exchange of goods of the equivalent value or cancelled for store credit will not incur a processing fee.

ORDER PROCESSING

If your credit card billing and shipping addresses are different, or if your transaction is over $1000, your order will automatically be subject to security review. See our Security Statement for detailed information.

Orders must be received by 2:00 Local New Zealand time Monday-Friday to be shipped the same day, subject to availability and security check. If any items are backordered we will contact you with estimated delivery.

RECEIVING YOUR ORDER

Upon receipt of your purchase, please check that all items on your packing slip have been accounted for. Carefully unpack and inspect the condition of all equipment, taking care not to damage the manufacturer's original packaging.

Do not fill out the manufacturer's warranty cards or throw away any packaging materials such as boxes, instructions, inserts, bags, etc. until you are completely sure you want to keep the equipment. Rubber Monkey cannot accept merchandise for return with completed warranty cards, or damaged or missing collateral material.

All claims for damaged or missing items must be reported to Rubber Monkey within three (3) business days of receipt of equipment. In the event your package arrives damaged, it is the responsibility of the customer to contact the shipping carrier to inspect the package to assure full refund or replacement.

Rubber Monkey will not be responsible for any consequential or incidental damage resulting from the sale or use of any equipment purchased from us. It is important to read all instruction manuals before using your equipment.

RETURN / EXCHANGE POLICY / NON STOCK / SPECIAL ORDER ITEMS

Before returning any merchandise, contact sales@rubbermonkey.com.au with your order number. A sales representative will contact you within 24 business hours of your email (weekdays).

Any return requests to Rubber Monkey must be made within fourteen (14) days of your receipt of the equipment and are subject to approval. Refunds will not be offered for goods without good reason. Special order or non-stock items are not returnable. For further information concerning your rights please refer to the consumer guarantees act.

While Rubber Monkey makes every effort to inform its customers about the details of the products we carry, it is ultimately the consumer's responsibility to understand the specifications, capabilities and limitations of the products purchased. Failure on the customer's part to do so does not warrant a no-charge refund or exchange.

Unless defective, a minimum 15% restocking fee will be charged on opened box products that we normally stock. Product can also be exchanged for a credit towards another purchase. Credit must be used within one year of the original purchase.

Items can be returned or exchanged only if they are in original packaging and delivered to Rubber Monkey in the same new condition as sold with literature, instructions and blank warranty cards intact.

An additional missing item or damaged product fee may be charged for any product missing the original box, packaging material, contents, accessories and/or manuals (i.e. any product not in "like new" condition). Plasma, large screen and optical products cannot be returned without the original packaging.

*Special Order items are not returnable.* In all cases opened box headphones or earphones are non-returnable due to health and safety requirements.

RETURN / EXCHANGE REQUIREMENTS

Your original receipt is required for all returns, exchanges and warranty repair services. Once approved refunds will be issued by bank transfer or credit card refund from our main office in Wellington within 14 business days of the return.

If any of the above conditions are not met, Rubber Monkey reserves the right to refuse the return.

No refunds or exchanges will be made on sales after fourteen (14) days of order receipt.

WARRANTIES AND WARRANTY REPAIRS

Most items sold by Rubber Monkey are covered by a New Zealand manufacturer's warranty ( minimum term of 12 months from date of purchase). When the item has a manufacturer's warranty, and/or the warranty period has expired, calls for service or repairs should in most cases be referred directly to the manufacturer or their authorized service centers. We will however make every effort to facilitate the repair of out of warranty items.

Contact our service department at service@rubbermonkey.com.au

Warranty repairs on equipment are to be sent to the manufacturer or authorized repair centers for repair at owners expense after 10 days from purchase. See manufacturers website for locations and conditions of returns for repair. We honour the consumers guarantees act and any relevant consumer rights legislation.

MANUFACTURERS' REBATES

It is the customer's responsibility to complete any rebate forms and return them to the manufacturer within the specified time limit and conditions of the manufacturers rebate program. It is further the customer's responsibility to carefully read and understand the terms and conditions of such rebate programs including any UPC code requirements before discarding any packaging.

CHECKING YOUR ORDER STATUS

The best way to check the status of your online orders is to e-mail sales@rubbermonkey.com.au Please reference your order number in your e-mail so that we will be to respond to you promptly.