Due to the current situation with COVID-19, couriers are not operating with non-essential businesses. Any orders placed from March 25 2020, onwards will not be shipped until New Zealand's COVID-19 situation has changed. Sorry for any inconveniences caused.

Delivery Time Frames

The Instillery's delivery turn around time ranges from 3 to 7 business days within New Zealand from the date you place the order, depending on your location (for international orders, delivery may take up to 10 business days). Most New Zealand based orders are delivered within 3 business days from the order date. Orders are processed Monday to Friday.

Circumstances beyond The Instillery's control may result in The Instillery's suppliers not having the required stock. In these situations, The Instillery will provide notice to the customer of the timeframe of delivery and offer to cancel the order at no cost to the customer. The Instillery do not access any liability for impact to the customer as a result of delayed deliveries of either hardware, professional services or configuration out of our control.

Refund: Incorrect or Defective Goods

Incorrect Goods:

If The Instillery supply you with the incorrect products, The Instillery will replace the products at no additional cost.

Defective Goods:

Products purchased from The Instillery are covered by the manufacturer's warranty, which is provided directly by the manufacturer or the authorised distributor in Australia & New Zealand. The Instillery will make all reasonable efforts to liaise with the manufacturer to assist the client with the exchange or repair process. The products must be shipped back at your own cost after obtaining approval from The Instillery. After approval, an RMA number will be issued and the return address will be supplied

Refund: Dead on Arrival

Please notify The Instillery within 24 hours from the date of delivery. If The Instillery is not notified of the DOA products within 24 hours from the date of the delivery, the full purchase price shall be payable.

Refund: Change of Mind

Change of mind / Incorrect products ordered:

If you change your mind once a product is purchased or have ordered incorrect products, The Instillery may consider the return of the products depending on the circumstances and the type of product. You must request approval from The Instillery to return the goods within 24 hours of the delivery date. No refunds will be issued after 24 hours days from the delivery date. The goods must be shipped back at your own cost after obtaining approval from The Instillery. After approval, an RMA reference number will be issued and the return address will be supplied. A minimum restocking and handling fee of 25% of the original purchase value of the products will be charged.

Returned Items Condition

If goods are not returned in brand new condition, including all the original box contents and packaging (unmarked and undamaged), The Instillery warehouse staff may retain the right not to accept the returned products, and may result in the RMA being cancelled, and returned at your own cost.

Manufacturers Warranty Claims

We will assist you in making any warranty claims, for the duration of the warranty period, as stated in the warranty provided by the manufacturer.

Non Refundable Products

Software, POS Terminals, Labels, Ribbons and Labour charges (including on-site support contracts) cannot be returned or refunded, unless it is DOA (Dead on Arrival), warranty defective, or damaged in transit.

Please refer to our Terms and Conditions for more information.