Ts & Cs

These terms and conditions govern your use of the Backhouse online store.
By placing an order, you agree to and our bound by these terms.

1. Warranty

We guarantee that all products sold are free from manufacturing faults and defects for a period of 2 years from the date of original delivery. In the event that a product is proven to be defective, you are entitled to the restoration of the goods through repair or replacement, whichever is decided as being the most efficient and effective remedy.

It should also be noted that the guarantee does not cover:

— Any breakage caused by negligent and/or improper use of the goods
— Changes caused by normal wear and tear
— Any damage caused by lack of and/or erroneous maintenance
— Any damage due to an accident or force
— Degradation of finish caused by environmental factors

Within 7 days of collection or delivery of the goods, you must notify us of any alleged defect, shortage in quantity, damage or failure to comply with the invoice description or quote. If you fail to do so, the goods shall be deemed to be free from any defect or damage.

If you have a Warranty Claim please contact Backhouse by telephone or email and you will be contacted by a member of our Customer Service team within 48 Hours.

04 499 8847

2. Refunds and Exchanges

At Backhouse we want our customers to be completely satisfied with their purchase. We recommend you immediately inspect any goods that we deliver to you or that you collect from a Backhouse store, to ensure you are completely satisfied with the goods, including that the goods are of acceptable quality, and match the description we have provided to you. 

Change of Mind
Please choose carefully as refunds are not provided where you have simply changed your mind, made a wrong selection or simply found the goods cheaper elsewhere. We recommend you carefully preview any orders before adding them to your shopping cart and proceeding with your order.

Goods Damaged in Transit
If any goods arrive damaged, please contact us as soon as possible. Backhouse will arrange to have the damaged goods returned to a Backhouse Store and either arrange for a replacement of the goods or refund the price to you. Damaged goods must be returned in the condition received by you with all original packaging, accessories and/or manuals.

Refunds will be made by Backhouse via the method of payment you used to make your online purchase. Refunds will be processed as soon as the goods have arrived into our warehouse and have gone through inspection.

Delivery Charges
Where Backhouse considers the goods to have breached a consumer guarantee, any shipping costs to return the goods to a Backhouse Store will be at Backhouse’s cost.

For further information about the New Zealand Consumer Guarantees Act, please visit https://www.consumerprotection.govt.nz

3. Shipping

We offer free shipping within New Zealand. Backhouse does not ship internationally.

As soon as you place an order with Backhouse you will receive an email confirmation. Once the order has been processed, you will receive another email confirming dispatch as well as the relevant details for tracking your delivery.

Depending on your location, delivery will be within five (5) to ten (10) business days for items In stock. Delivery to remote areas may take longer but our aim is to deliver your order as quickly as possible.

Please make sure that the shipping address and contact details are correct as we’re unable to redirect orders once they are on their way to you. The delivery address must be an address within New Zealand and cannot be a PO Box or Freight Forwarding Location.
Before we can dispatch your purchases, we may need to confirm your details with your card issuer. We will do our best to keep delays to a minimum.

4. Privacy Policy

We are committed to protecting our customer’s privacy. Backhouse will never distribute any personal information to third parties under any circumstance, including those who subscribe to our mailing list. The information we collect is used solely to process your order and stay in touch with you.

5. Security and Encryption

Backhouse uses Payment Express to process payment. Payment Express are PCI DSS compliant at processor level and all sensitive information is encrypted with the 3DES protocol. For further information on Payment Express E-commerce security & encryption here: https://www.paymentexpress.com/security-ecommerce.