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Returns Policy

Effective date: 22 October 2025

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At Ifor Williams Trailers NZ Elders, we’re committed to supplying high-quality trailers, horse floats, and genuine parts. This policy outlines your rights and our responsibilities under New Zealand law, using the official Ifor Williams Trailers UK policy as our benchmark for fairness and quality assurance.

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1. Your rights under New Zealand law

Your purchase is protected by the Consumer Guarantees Act 1993 (CGA) and the Fair Trading Act 1986 (FTA).


These laws guarantee that our products:

  • Are of acceptable quality, safe, and durable

  • Are fit for purpose and match their description

  • Are free from defects in materials and workmanship

If a fault occurs, you may be entitled to repair, replacement, or refund, depending on the nature of the issue.

For business customers purchasing in trade, the CGA may not apply if both parties agree in writing to contract out of it.

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2. Order cancellation and change of mind

If you’ve ordered a trailer, horse float, or part online or by phone, you may cancel your order within 14 days of receiving the goods, provided that:

  • The product is unused, unregistered, and returned in original condition and packaging; and

  • The product is not a custom-built, modified, or personalised order.

Custom or built-to-order trailers and floats cannot be returned or cancelled once manufacturing or import has begun, except where required by law.

Return freight, inspection, and restocking fees may apply.
 

3. How to request a return or cancellation

To request a return, contact us within 14 days of delivery:
📧 sales@iforwilliamselders.co.nz 📞 0800 436 769

Please include your name, contact details, invoice number, and a short description of the issue.
We’ll confirm eligibility and provide return instructions before you send anything back.
 

4. Deposits and non-refundable orders

Deposits are used to secure stock or factory build slots and are non-refundable, unless:

  • We cancel the order (e.g., due to supply or shipping issues), or

  • The product cannot be delivered within a reasonable timeframe.

If you cancel an order after production or import has begun, any costs incurred may be deducted from the refund amount.
 

5. Manufacturer warranty

All new Ifor Williams trailers and horse floats are covered by the official manufacturer’s warranty from Wales.
This warranty covers defects in materials and workmanship under normal use for the specified period (model-dependent).

Warranty typically includes:

  • Structural or chassis defects

  • Welding or galvanising failures

Warranty does not cover:

  • Wear-and-tear items (e.g., tyres, brakes, lights)

  • Damage from misuse, overloading, or poor maintenance

  • Corrosion caused by neglect

  • Unauthorised modifications or non-genuine parts

Warranty work may need to be carried out at our Papamoa site or an authorised service centre.
 

6. Making a warranty claim

  1. Email sales@iforwilliamselders.co.nz or call 0800 436 769.

  2. Provide your invoice number, serial number (VIN), and supporting photos or videos.

  3. We’ll review the claim and confirm next steps — repair, replacement, or refund where appropriate.

If the issue is covered by warranty, we’ll handle repairs or replacements free of charge.
If not, we’ll advise costs before proceeding.
 

7. Returns shipping and inspection

  • Approved returns must be sent or delivered to 339 Bell Road, Papamoa, unless otherwise arranged.

  • Please use original packaging and ensure the product is safely secured for transport.

  • Items returned without prior authorisation may not be accepted.

  • We may test or inspect the product before confirming any refund or replacement.
     

8. Refund timeframes

Refunds for approved returns will be processed within 10 business days of confirmation.
Refunds will be made to the original payment method. Delivery and service fees are non-refundable unless required by law.
 

9. Business purchases (in trade)

If you purchased as a business or in trade, you acknowledge that the Consumer Guarantees Act may not apply.
All warranty coverage will then be as stated by Ifor Williams Trailers UK and interpreted under New Zealand law.
 

10. Contact us

For any return, warranty, or product support enquiries:

Ifor Williams Trailers NZ Elders
📍 339 Bell Road, Papamoa, New Zealand
📞 0800 436 769
📧 sales@iforwilliamselders.co.nz

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