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Delivery and Returns

Delivery Information

Your order is important to us, and we want it to arrive in perfect condition. Please take a moment to review the details below so you know exactly what to expect from the moment you place your order to when it lands at your door.

Delivery Process & Timescales

We use reputable freight partners including Mainfreight and New Zealand Post to get your goods to you. Please note that delivery timeframes are indicative only generally 5–10 working days  and we cannot be held responsible for delays on the carrier’s end. For bulky or large items, the carrier may reach out directly to book a delivery window that suits you.

Receiving Your Delivery: IMPORTANT

What happens at the door can make all the difference :- please don’t skip this step.

  • Inspection is Required: Someone must be home to receive and sign for the delivery. Do not sign until you have thoroughly checked both the outer packaging and the item itself for any signs of transit damage.
  • If Damage is Found: Any visible damage must be recorded on the driver’s paperwork before signing. For example, write “Packaging damaged, goods to be inspected.” If the product itself appears seriously damaged, you may decline the delivery at the door.
  • Signing Confirms Acceptance: Your signature confirms the goods arrived undamaged. If no issues are noted at the time of signing, we may be unable to process any damage claims raised afterwards.
  • Failed Delivery: If a delivery attempt is made and no one is home to receive it, a redelivery charge of NZD $115.00 will apply. Please ensure someone is present at the agreed time.

Click & CollectOnce you receive notification that your order is ready, please collect it within 5 working days. Orders left beyond this period will incur a daily storage fee of NZD $10.00.

Our Returns Policy

We take pride in the products we sell and honour all of our obligations under New Zealand consumer law. We encourage you to read the following returns information before completing your purchase.

Faulty or Damaged Goods (Your Rights Under the CGA)

The Consumer Guarantees Act 1993 provides you with rights when a product fails to meet acceptable quality standards, is faulty, or doesn’t match its description. Where these rights apply, we will provide an appropriate remedy which could be a repair, a replacement, or a refund  based on the specifics of the situation.

Should you believe your product is faulty, get in touch with us straight away. Please have your order details and a clear description of the problem ready so we can work towards a resolution as quickly as possible.

“Change of Mind” Returns: Our Policy is Final

We ask that you take care when selecting your products. We do not accept returns, issue refunds, or facilitate exchanges where the reason is a change of mind, an incorrect selection, or a shift in personal circumstances.

As a dropship retailer, we are bound by our suppliers’ terms, which do not allow goods to be returned for change of mind reasons. All sales through Chillmax Refrigeration & Air Conditioning Depot are therefore treated as final.

In rare and genuinely exceptional situations, we may consider a return at our absolute discretion. Any such exception will only proceed if all of the following conditions are met, and no further negotiation will be entered into:

  • The item must be completely unused, with all original seals intact and in its original packaging, exactly as it was received.
  • A 20% restocking fee handling and restocking charge will be deducted from any store credit issued.
  • All freight and handling costs involved in returning the item are the customer’s responsibility.
  • Initial delivery charges and any transaction fees paid at the time of purchase will not be refunded.

These conditions allow us to keep our pricing competitive for everyone. Thank you for taking the time to read and understand our policy.