Terms & Conditions

1. Creating a login

You must register to use the Website by creating a login. You can do this by following the registration process on the Website.

When you create your login, you will be asked to choose a password. You should choose a password that is a secret known only to you which cannot be easily guessed by anyone else.

You must not share your password with any third party. If you do share your password with a third party, that third party may be able to order products or services apparently on your behalf, which may cause loss to you or other people and for which those other people may try to hold you responsible.

When your login has been entered correctly into our Website, we are entitled to rely on that without further enquiry, as evidence of your identity, authority to use the relevant part of our Website and/or place orders. As a result, to the extent permitted by law, you accept responsibility for all activities that occur under your security information.

You agree to notify us immediately if you have any reason to believe that your password has become known to anyone else, or if your login is being, or is likely to be used in an unauthorised manner. Such notice will not release you from your obligations in relation to your login.

We may suspend or disable your login with or without notice if we believe that:

1. suspending or disabling your login is necessary to maintain the integrity or security of the Website or any other service;
2. the login is being misused or has otherwise been compromised; or
3. you breach these Terms and Conditions.

2. Ordering products and/or services

In addition to meeting the eligibility criteria set out in our Employee Purchase Policy, you must be 18 years or over to place an order from us, including through our Website. As long as you meet this criteria, you may place an order:

• if you are a Fisher & Paykel employee, for yourself or on behalf of your immediate friends and family;
• if you are an immediate friend or family member of a Fisher & Paykel employee and have been referred by that employee in the manner set out in our Employee Purchase Policy, for yourself.

When ordering through our Website, our shopping pages will guide you through the steps you need to take to place an order with us. Our order process allows you to check and amend any errors before submitting your order to us. Please take the time to read and check your order at each page of the order process.

When you place an order for a product and/or service from us, including through our Website, you are offering to purchase that product and/or service from us. After you place an order, you will receive an email from us acknowledging that we have received it and notifying you if we have accepted your order. Acceptance of your order and formation of the contract of sale between us will not take place unless and until you have received the above mentioned confirmation email. At any time after receipt of your order, we may accept, decline, or place quantity or other limits on your order for any reason and at our sole discretion.

You will be taken to have placed your order when the electronic instruction containing the order from you enters and is recorded in our database and we receive payment in full from you for that order.

We reserve the right to not accept any order from you including, without limitation, where stock is not available, there has been an error in the advertised price or product/service description on our Website or if we believe (in our reasonable opinion) that the applicable order has been placed for commercial purposes, fraudulently or otherwise in breach of these Terms and Conditions. If we reject, limit or otherwise modify your order, we will attempt to notify you using the email address you provide to us.

We reserve the right not to accept any order notwithstanding that we have charged you for the order. In the event that payment has been made and your order is not accepted by us and/or cancelled, we will refund the purchase price to you in full subject to any applicable sections of our Returns Policy.

We only supply products and services for domestic and private use. To the extent permitted by law, you agree not to use the products or services for any commercial, business or resale purposes, and we have no liability to you or anyone else for any loss of profit, loss of business, business interruption, or loss of business opportunity.

We must supply products that are in conformity with these Terms and Conditions and any accepted order placed by you.

We will not be liable or responsible for delay in performing, or failure to perform, any of our obligations under these Terms and Conditions or any accepted order if such delay or failure results from events, circumstances or causes beyond our reasonable control. In such circumstances our obligations will be suspended, and we shall be entitled to a reasonable extension of the time for performing such obligations.

3. Price and payment

Payment must be received by us in full prior to our acceptance of each order. We do not accept cash on delivery. Order processing is contingent upon card approval and may be delayed should we experience difficulties in obtaining authorisation.

You own the products once we have received payment in full, including all applicable delivery charges.

When ordering through our Website, the prices of the products and services will be as quoted on our Website at the time you submit your order. All prices posted on this Website are subject to change without notice.

Unless expressly stated otherwise, the price for a product and/or service advertised on our Website:

1. does not include installation, any accessories, replacement parts, extended warranties or delivery and handling charges;
2. is in New Zealand Dollars; and
3. includes GST.

We currently accept the following cards:

1. VISA;
2. Mastercard.

We may offer other payment alternatives from time to time.

Each time you submit credit or debit card or other payment information on our Website, you represent that:

1. you are authorised to use the credit or debit card or other payment account;
2. the information you supply to us is true, correct and complete;
3. charges incurred by you will be honoured by your credit or debit card company or other payment system provider; and
4. you will pay charges incurred by you at the current advertised prices, including all applicable taxes, if any.

If an order appears fraudulent in any way, we reserve the right to cancel the order and notify the card holder and the proper authorities.

Spare parts orders can be placed by calling 0800 287 746 or email: parts@fp.co.nz.

4. Replacement parts and installation

The most up to date edition of the applicable Product Use & Care Manual should be consulted prior to, and strictly followed in the course of, installation of any product. Download any of our Use & Care Manuals here: https://producthelp.fisherpaykel.com/nz.

Only genuine replacement parts should be used in any product.

If notified by us (for instance, in the applicable product Use & Care Manual) installation of replacement parts must be undertaken by a trained and supported Fisher & Paykel or other appropriately qualified or registered technician. To locate a trained and supported Fisher & Paykel technician go to our online booking form. You can also call 0800 372 273 or use our online chat function available here for further information.

To the extent permitted by law, we do not accept any liability whatsoever for any loss, costs or damage caused by using replacement parts that are not genuine replacement parts and/or replacement parts not being installed by a trained and supported Fisher & Paykel technician or other appropriately qualified or registered technician (where we have advised that such technician is required).

5. Manufacturer’s Warranties

Please see our Website here for further information on the manufacturer’s warranties that may be available in relation to our products and services.

6. Returns Policy

If you are dissatisfied with an order, you may return it to us, provided the product qualifies for return as set out in this Returns Policy. To qualify for a return a product must:

1. have been purchased from us through our Website or by telephone within 30 calendar days of the date you submit the product for return to us;
2. be cased within its original complete packaging, with all product literature and in good, resaleable condition;
3. if the product is an electronic controller, the factory package seal must be unbroken when returned to us; and
4. be shipped to us with an Authorised Product Return (APR) number provided by us after you contact us using the contact details in this Returns Policy.

To organise a return of product, please contact us at OnlineSales@fisherpaykel.com. Our team will then respond and send you the required paperwork for the return to be completed and returned to our warehouse. Once the product has been returned we will assess it and arrange for the relevant refund to be processed as soon as commercially reasonable if the criteria of this Returns Policy are met.

We reserve the right to charge a restocking fee in respect of qualifying returns. The restocking fee is a flat rate of $120 per order, which reflects our logistics, freight and administration costs in restocking the product.

Products are at your risk until we receive them back.

If a product does not meet the above criteria we will not accept it for a return unless:

• we have made an error with your order;
• a product has been damaged in transit (in which case the Products Damaged in Transit section below will apply); or
• we are required by law to accept them for return.

Products damaged in transit

If any products are damaged in transit to you, you must contact us at OnlineSales@fisherpaykel.com within 24 hours of delivery or such other timeframe as is reasonable in the circumstances. Once the damage has been notified to, and verified by, Fisher & Paykel, your return will be processed. The product must be returned in original unused condition, complete with its original complete packaging, product literature etc.

If you have any queries, problems or concerns about a product or service, please contact us on phone 0800 372 273 or email: customercare@fp.co.nz or customer.care@fisherpaykel.com.

Nothing in this Returns Policy affects any rights you may have pursuant to applicable law.

7. Shipping Policy

We will arrange for shipment or delivery of the products to you at any address throughout New Zealand (subject to us reasonably being able to deliver to that New Zealand address). We cannot deliver to a Post Office Box address. You must provide a delivery address where someone will be available to sign for the receipt of your products.

Delivery time and price may vary depending on your location, the product that you have purchased, available shipping options, and shipping options selected by you. We will contact you to arrange delivery and an estimated delivery date.

The products we sell are often big and heavy things to lift, so there will be certain occasions when we may be unable to get a product into your property. Lots of steps, narrow corridors, radiators and restricted parking are all things that may hinder our ability to deliver. In these situations, we may be able to offer delivery to the nearest point possible e.g. your garage, so you can make arrangements to get the product in. If not, we will attempt another delivery date or give you a full refund. It is the responsibility of the homeowner to verify fit and we will not take responsibility for products that will not, upon arrival, not fit through a door, hallway, etc. Please be advised, if a product needs to be exchanged or returned due to a fit issue, we reserve the right to charge a restocking fee of $120 (flat fee) that reflects our logistics, freight and administration costs in restocking the product. Products needing to be exchanged or returned due to a fit issue must also be cased within their original complete packaging, with all product literature and in good, resaleable condition. Customers should carefully consider the accessibility of their space when making their purchase. Occasionally, something will happen out of our control such as floods, snow or other adverse weather conditions or things like sporting events which result in road closures. We will do what we can, but disclaim any liability if delivery cannot be fulfilled due to reasons beyond our control.

Delivery will be to the New Zealand address specified in your order. If no one is available at the time of delivery, we will leave you a note that the Products have been returned to our depot, in which case, please contact us to rearrange delivery.

Delivery of an order shall be completed and all risk in the products (including risk of loss and/or damage to the products) shall pass to you when the products are delivered to the address you gave us.

We shall be under no liability for any delay or failure to deliver products if the delay or failure is caused by circumstances beyond our control. If we are unable to meet the estimated delivery date because of an event outside our control, we will contact you with a revised estimated delivery date.

8. Additional services

When ordering through our Website, the charges (if any) for additional services are clearly laid out throughout the order process and will be displayed on the checkout page when you place your order.

Unfortunately, we are not able to offer installation or removal in all areas or for all products at this stage. Please check our Website or your order form to confirm whether installation and/or removal is available in your area for your products.

If we are replacing your old appliance, please disconnect, defrost if necessary and ensure all water, laundry and other personal items are removed from the appliance before we arrive.

9. Goods not for resale or export

You agree to comply with all applicable laws and regulations of New Zealand. You represent and warrant that you are buying products or services from this Website for your own personal, family, or household use only, and not for resale or export.

10. No waivers, severability and entire agreement

Failure by us to enforce any right or provision of these Terms and Conditions will not constitute a waiver of future enforcement of that right or provision.

If any provision of these Terms and Conditions is invalid, illegal, void or unenforceable, then that provision will be deemed severed from these Terms and Conditions respectively and will not affect the validity or enforceability of the remaining provisions.

These Terms and Conditions and our Privacy Policy will be deemed the final and integrated agreement between you and us on the matters contained within these Terms and Conditions.

11. Amendment and assignment

We amend these Terms and Conditions from time to time without prior notice, in our sole discretion. Please look at the top of this page to see when these Terms and Conditions were changed. You will be subject to the latest version of the Terms and Conditions in force at the time that you use our Website and/or place an order for products and/or services, including via our Website.

We may transfer our rights and obligations under any order accepted by us to another organisation, but this will not affect your rights or our obligations under these Terms and Conditions.

12. Governing law

These Terms and Conditions are governed by the laws of New Zealand. This means any dispute or claim arising out of or in connection with them will be governed by the laws of New Zealand. You and we both agree that the Courts of New Zealand will have non-exclusive jurisdiction, subject to the terms set forth herein.