Returns Policy

Last updated: May 2026

At Water Tank Solutions Ltd (trading as WTS), we want you to be satisfied with your purchase. This policy outlines your rights and our process for returns, exchanges, and cancellations. Your rights under the New Zealand Consumer Guarantees Act 1993 (CGA) and the Fair Trading Act 1986 apply in addition to this policy and are not limited by it.

1. Change of Mind Returns

We accept change-of-mind returns within 30 days of purchase, subject to the following conditions:

The item must be unused and in its original, undamaged packaging
The item must be in a resaleable condition
Proof of purchase (receipt or order confirmation) must be provided
A return authorisation must be obtained from us before returning any item — please contact us first

Change-of-mind returns are not accepted on the following:

Special order or custom items ordered specifically for your project
Items that have been installed, used, or modified
Items that have been damaged after delivery
Clearance or non-returnable items as marked at the time of sale

2. Cancellations Before Dispatch

If you wish to cancel an order, please contact us as soon as possible. Cancellations are accepted at no charge provided the order has not yet been dispatched. Once an order has been dispatched, our standard returns process applies.

Special orders that have already been placed with our suppliers may not be cancellable, or may incur a cancellation fee. We will advise you of this at the time of your request.

3. Return Shipping and Restocking Fees

For change-of-mind returns:

Return shipping costs are the responsibility of the customer
A restocking fee may apply, particularly for larger or bulky items — this will be advised at the time of return authorisation
Original shipping charges are non-refundable

We recommend using a tracked courier service for returns, as we cannot be responsible for items lost or damaged in transit back to us.

4. Faulty, Damaged, or Incorrect Items

Under the New Zealand Consumer Guarantees Act 1993, you are entitled to a remedy if a product:

Is faulty or does not work as described
Does not match the description or sample provided
Is not fit for its intended purpose

If you receive a faulty, damaged, or incorrect item, please contact us within a reasonable timeframe of receiving your order. We will arrange one of the following remedies depending on the nature of the fault:

Repair or replacement of the item
A full refund of the purchase price

5. Warranty Claims

Products supplied by WTS carry the manufacturer’s warranty where applicable. Warranty claims should be directed to us in the first instance and we will assist in managing the process with the manufacturer. Please refer to our Warranty page for further information.

6. How to Request a Return

To initiate a return, please contact us with the following information:

Your name and order number
The item(s) you wish to return
The reason for the return
Photos of the item if it is faulty or damaged

We will respond within 2 business days with instructions on how to proceed.

7. Refunds

Once a return has been received and assessed, refunds will be processed within 5 business days to the original payment method. Please allow additional time for your bank or payment provider to process the refund.

8. Contact Us

For all returns enquiries, please contact:

Water Tank Solutions Ltd
Cambridge, Waikato, New Zealand
Email: wtsnz.office@gmail.com
Phone: 027 542 7826