Water Softener System Autotrol Head

Shipping Rates

• Free delivery on all orders over $200.
  
• Flat fee of $15.95 for Local North Island orders under $200.
  
• Flat fee of $22.95 for Rural North Island orders under $200.
  
• Flat fee of $28.00 for Local South Island orders under $200.
  
• Flat fee of $34.00 for South Island orders under $200.
  
• We can only deliver to physical addresses — unfortunately, P.O. Boxes are excluded.
  

Exclusions

• Free shipping does not apply to pre-order items.
  
• Shipping costs for pre-orders will be calculated at the time of your inquiry, based on your location within New Zealand.
  
• If you require urgent delivery, we may be able to arrange airfreight. Additional charges will apply. Please contact us for details.
  

Delivery Timeframes

• Standard delivery is usually 2–4 business days (Mon–Fri) from the date of dispatch, excluding public holidays.
  
• Delivery times may vary depending on the size of the item and your location.

If we send the wrong item, we cover return costs. If you ordered incorrectly, you’ll need to return at your cost.

If you wish to return or exchange an item, please email us at info@aqua.co.nz within 7 days of receiving your order to obtain a Return Authorisation Number (RNA). Please do not return your product until you have received this number.

Returns & Exchanges

• If we send the wrong item (and your order was placed correctly):
  We will cover the cost of return shipping. A pre-paid return label will be issued, and the correct item will be dispatched.
• If you ordered the wrong item (and we supplied what was ordered):
  You will be responsible for the cost of return shipping. If you would like us to provide a return label, we can do so, but the cost will be deducted from your refund or charged separately.
• All returns (whether for exchange, credit, or refund) must be unused, undamaged, and in saleable condition. Items with signs of use or damage will not be accepted and will be returned to you.
• We strongly recommend using a tracked courier service for all returns, as we cannot be held liable for parcels lost or damaged in transit.
• Refunds will be processed via the original form of payment and will cover the cost of the returned item(s) only. Please allow up to 14 business days from receipt of your return for processing.

Cancellations

If you wish to cancel an order, please contact us within 24 hours of placing it. Orders are processed quickly and in some cases may not be able to be cancelled once dispatched. If cancellation is no longer possible, please follow the returns process above once your order arrives.

Faulty Products

If you have received a faulty product, please contact us to arrange a return service.

• Faulty items (caused by a manufacturing defect, not wear and tear or misuse) will be replaced or refunded at no cost to you, following our assessment.
• Consumables (e.g. cartridges, lamps, media) are covered for manufacturing defects but not for lifespan variation, as water quality and usage conditions differ.

Warranty

We stand behind the quality of our products and offer the following warranty:

• Systems and parts (excluding consumables): 2 years from purchase, subject to correct installation and conditions of use.
• Consumables: Covered only for manufacturing defects (must be reported within 7 days of receipt).

During the warranty period, any approved faulty component (excluding consumables) will be replaced free of charge, subject to stock availability.

To make a warranty claim:

1. Contact us via email or phone.
2. Provide proof of purchase.
3. Obtain a Return Authorisation Number before sending any items back.

All warranty work or returns must be approved before costs are incurred.

Your Consumer Rights

Our goods come with guarantees that cannot be excluded under the Consumer Guarantees Act 1993 (NZ). You are entitled to a replacement or refund for a major failure, and compensation for other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the issue is not a major failure.

Aqua Guarantee

We are committed to providing quality products, clear after-sales support, and excellent customer service. If something isn’t right, let us know and we’ll work to resolve it promptly.