Refund & Return Policy

This policy forms part of the Terms & Conditions of Trade and should be read together with the full Terms.

1. Errors and Omissions

1.1 The Client acknowledges and accepts that Trenz shall, without prejudice, accept no liability in respect of any alleged or actual error(s) and/or omission(s):

(a) resulting from an inadvertent mistake made by Trenz in the formation and/or administration of this Contract; and/or

(b) contained in/omitted from any literature (hard copy and/or electronic) supplied by Trenz in respect of the Services.

1.2 In the event such an error and/or omission occurs in accordance with clause 1.1, and is not attributable to the negligence and/or wilful misconduct of Trenz; the Client shall not be entitled to treat this Contract as repudiated nor render it invalid.

2. Defects and Returns

2.1 The Client shall inspect the Goods immediately on Delivery and shall within twenty-four (24) hours of Delivery (time being of the essence) notify Trenz of any alleged defect, shortage in quantity, damage or failure to comply with the description or quote. The Client shall afford Trenz an opportunity to inspect the Goods within a reasonable time following Delivery if the Client believes the Goods are defective in any way. If the Client shall fail to comply with these provisions the Goods shall be presumed to be free from any defect or damage. For defective Goods, which Trenz has agreed in writing that the Client is entitled to reject, Trenz’s liability is limited to either (at Trenz’s discretion) replacing the Goods or repairing the Goods.

2.2 Goods will not be accepted for return other than in accordance with 2.1 above, and provided that:

(a) the Client has obtained a return authorisation number prior to returning any Goods;

(b) Trenz has agreed in writing to accept the return of the Goods; and

(c) the Goods are returned, with the completed return authorisation request form, at the Client’s cost within seven (7) days of the Delivery date; and

(d) Trenz will not be liable for Goods which have not been stored or used in a proper manner; and

(e) the Goods are returned in the condition in which they were delivered and with all packaging material, brochures and instruction material in as new condition as is reasonably possible in the circumstances.

2.3 Trenz may (in its discretion) accept the return of Goods for credit but this may incur a handling fee of twenty percent (20%) of the value of the returned Goods plus any freight.

2.4 Subject to clause 2.1, non-stocklist items or Goods made to the Client’s specifications are not acceptable for credit or return.

3. Cancellation

3.1 Without prejudice to any other remedies Trenz may have, if at any time the Client is in breach of any obligation (including those relating to payment) under these terms and conditions Trenz may suspend or terminate the supply of Goods to the Client. Trenz will not be liable to the Client for any loss or damage the Client suffers because Trenz has exercised its rights under this clause.

3.2 Trenz may cancel any contract to which these terms and conditions apply or cancel Delivery of Goods at any time before the Goods are delivered by giving written notice to the Client. On giving such notice Trenz shall repay to the Client any money paid by the Client for the Goods. Trenz shall not be liable for any loss or damage whatsoever arising from such cancellation.

3.3 In the event that the Client cancels Delivery of Goods the Client shall be liable for any and all loss incurred (whether direct or indirect) by Trenz as a direct result of the cancellation (including, but not limited to, any loss of profits).

3.4 Cancellation of orders for Goods made to the Client’s specifications, or for non-stocklist items, will definitely not be accepted once production has commenced, or an order has been placed.