At Basindriptier, operated by ZERARO LIMITED, we prioritize customer satisfaction and operational transparency. Our policies are strictly aligned with New Zealand Commercial Law and the European Union Consumer Rights Directive.
1. Right of Withdrawal (14-Day Cooling-Off Period)
In compliance with EEA consumer protection legislation, customers residing in the EU or UK have the right to withdraw from their purchase within 14 days of receipt, without providing a reason.
Procedure: Notify us at drainrack@basindriptier.com within the 14-day window.
Condition: Items must be returned in their original, unused condition and packaging.
Return Costs: For standard “change of mind” returns, the customer is responsible for the direct cost of returning the goods to our facility.
2. Faulty, Damaged, or Incorrect Items
We maintain rigorous quality standards. If your order arrives compromised:
Immediate Support: Contact us with photographic or video evidence of the issue.
Resolution: Once verified, we will issue a full refund or a replacement shipment at no additional cost to you.
Simplified Process: For items confirmed as damaged upon arrival, customers are generally not required to return the faulty unit; visual documentation is sufficient.
3. Non-Delivery & Logistics Guarantee
We partner with premier carriers (DHL, FedEx, UPS) to ensure secure delivery.
Timeline: Standard delivery is 5 to 12 calendar days.
Investigation: If an order is not delivered within the estimated window, we will launch a formal investigation with the carrier.
Our Guarantee: If the carrier confirms the parcel is lost or inaccessible, we will issue a full refund or a complimentary reshipment.
4. Secure Refund Processing
Approved refunds are credited strictly back to the original payment method to ensure security and prevent fraud.
Supported Methods: Visa, Mastercard, American Express, Apple Pay, and Google Pay.
Timeline: Refunds are initiated within 2 business days; however, please allow several business days for your financial institution to reflect the transaction.
5. Authorized Return Address
To ensure your return is tracked and processed, please contact support prior to shipping. Unauthorized returns may experience significant delays.
Service Address: 9 Hawtry Lane, Flagstaff, Hamilton 3210, New Zealand.
6. Corporate Identity
- Parent Company: ZERARO LIMITED
- Registration No: 9416668 | 9429053550057
- Contact: drainrack@basindriptier.com | +64 27 375 4832