Customer Service Policy
After-Sales Communication & Case Closure Policy
1. Customer Response Time
To ensure timely and efficient resolution of after-sales requests, customers are required to respond within 3 working days after we provide a solution or request additional information.
2. Case Closure Due to No Response
If no response is received within the specified timeframe:
The after-sales case will be closed due to inactivity
This is an administrative closure and does not constitute a rejection of the claim
3. Reopening a Case
Customers may contact us at any time to reopen a previously closed case.
We reserve the right to:
Request updated information (e.g. photos, videos, or confirmation of the issue)
Reassess the appropriate resolution based on current circumstances
All after-sales claims must be made within a reasonable timeframe as defined under applicable New Zealand consumer law.
Important Notice
Closing a case due to no response does not affect your rights under the Consumer Guarantees Act.
However, delays in communication may affect the availability or practicality of certain solutions.