MADA SOLUTIONS Limited, trading as Synbio Shield NZ (“Synbio Shield NZ”, "we" and "us") is the operator of (https://www.synbioshield.co.nz) ("Website"). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.
1. General
Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy, and we will not be able to fulfil all your items at time of purchase. In this instance, we will fulfil the available products to you and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.
2. Shipping Costs
Shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order. Payment for shipping will be collected with the purchase. This price will be the final price for shipping cost to the customer.
Synbio Shield NZ is currently offering flat rate shipping for consumers at a cost of $15 per shipment. This rate may be subject to change without notice at the sole decision of the company.
Flat rate shipping is not available to commercial customers.
3. Returns and Exchanges
3.1 Return Due To Change of Mind
Please choose carefully as we are unable to Exchange products and we do not accept Change of Mind returns. Unless your return request is covered by the Consumers Guarantees Act or the Fair Trading Act.
If you think you have a case for a genuine return request then please contact us first before sending your order back to us as if not it may get declined and returned to you.
To be approved for a return, please make sure that:
- The product is in its original packaging
- The product isn’t used or damaged (must be unopened)
- Any accessories, manuals and gifts included
- You have the receipt or proof of purchase
Products that do not meet these criteria will not be considered for return. For approved Change of Mind returns; the return shipping cost is to be covered by the customer and is non-refundable. You should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Exclusions - these products cannot be returned:
- Health and beauty products, including cosmetics.
- Gift cards, vouchers and coupons.
- Clearance items.
Please contact us before you send a product: [email protected]
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
All returned products due to change of mind are subject to a $5 restocking fee.
If you have been approved a refund and you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected].
3.2 Warranty Returns
Synbio Shield NZ will happily honour any valid warranty claims, provided a claim is submitted within 30 days of receipt of items. Customers will be required to pay the return shipping. Upon return receipt of items for warranty claim, you can expect Synbio Shield NZ to process your warranty claim within 7 days. Once warranty claim is confirmed, you will receive the choice of:
(a) refund to your payment method
(b) a refund for online store credit
(c) a replacement item sent to you (if stock is available)
4. Delivery Terms
4.1 Transit Time Domestically
In general, domestic shipments are in transit for 3 - 5 days (and additional 2-3 days for rural)
4.2 Transit time Internationally
We do not ship internationally currently.
For international enquiries, please contact [email protected]
4.3 Dispatch Time
Orders are usually dispatched within 2 business days of payment of order Our warehouse operates on Monday - Friday during standard business hours, except for national holidays, at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.
4.4 Change of Delivery Address
For change of delivery address requests, we will take any reasonable effort to change the address before the order has been dispatched.
4.5 P.O. Box Shipping
Synbio Shield NZ does not ship to PO Boxes.
4.6 Military Address Shipping
To ensure we can ship to you, please confirm in advance by providing your address to us either by the Contact Us form on our website or by emailing [email protected].
4.7 Items Out of Stock
If an item is out of stock, we will contact you about whether you would prefer to await restocking of the out-of-stock item or if you would prefer for us to process a refund and dispatch the rest of the order.
4.8 Delivery Time Exceeded
If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.
4.9 Delivery During pandemic Level 4 Restrictions
We are unable to deliver to areas that are under pandemic Level 4 restrictions, as imposed by the New Zealand government. Once such restrictions are lifted and an area is moved to a lower pandemic Level, we will proceed with shipments of orders in accordance with this policy.
5. Parcels Damaged in Transit
If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service team. If the parcel has been delivered without you being present, please contact customer service at [email protected] for the next steps.
6. Duties & Taxes
6.1 Goods and Services Tax (GST)
GST has already been applied to the price of the goods as displayed on the website. You may view the price of the goods without GST by clicking on the relevant button on the website (future functionality)
6.2 Import Duties & Taxes
These do not apply currently as we do not ship internationally.
7. Cancellations
If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.
8. Insurance
Parcels are insured for loss and damage up to the value as stated by the courier.
8.1 Process for parcel damaged in-transit
We will process a refund or replacement as soon as the courier has completed their investigation into the claim.
8.2 Process for parcel lost in-transit
We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.
9. Customer service
For all customer service enquiries, please email us at [email protected]