PAYMENT POLICY: REFUNDS, PAYMENTS, DISPUTED CHARGES & WARRANTY POLICY
Refunds, Payments, Disputed Charges & Warranty
1. Payment Processing & Card Security
All online payments are processed through PCI-DSS compliant payment gateways (such as Stripe) using 256-bit SSL encryption. EBuilt does not store full credit card details on its servers.
2. Disputed Card Charges & Chargeback Policy
In the event of a disputed credit card charge or chargeback claim:
Customers are encouraged to contact our accounts team directly at [email protected] to resolve any billing queries before contacting their issuing bank.
If a credit card transaction is reversed fraudulently, illegally, or in breach of our Terms of Trade, the customer remains fully liable for the unpaid transaction amount, plus any administrative or bank fees incurred by EBuilt as a result.
3. Defect Inspection & Shortages
The customer must inspect all goods immediately upon delivery. Any claims for damaged goods, defective products, shortages, or discrepancies against the order must be notified to EBuilt in writing within seven (7) days of delivery (time being of the essence). If no notice is received within 7 days, the goods will be deemed accepted and free from damage or defects.
4. Return & Refund Conditions
Returns for credit or replacement are subject to the following mandatory conditions:
Prior written authorization must be obtained from EBuilt.
Returned goods must be delivered to our warehouse within 72 hours of the delivery date at the customer's expense.
Goods must be returned unused, undamaged, correctly stored, and in their original intact packaging with all documentation.
Restocking Fee: Approved returns for credit (other than verified defective goods) are subject to a 20% restocking and handling fee, plus applicable freight costs.
Custom & Non-Stock Items: Orders for custom-manufactured goods or non-stock items cannot be cancelled or returned once production or dispatch has commenced.
5. Product Warranties & Claim Process
For products supplied but not manufactured directly by EBuilt (e.g., technical membranes manufactured by mdm NT):
Warranty Scope: Products are backed by the official written technical warranty provided by the manufacturer (e.g., 10-year to 15-year code durability compliance when installed in strict accordance with the product’s technical literature and NZBC requirements).
How to Apply for Warranty: To lodge a warranty claim, the customer must submit a written claim to [email protected] containing:
Proof of purchase (EBuilt invoice number).
Project site address, installation date, and building consent details.
Clear photographic evidence and a detailed description of the alleged issue.
Inspection & Remedy: EBuilt and the manufacturer reserve the right to inspect the site and sample materials prior to accepting any warranty claim. For valid claims, liability is strictly limited to replacing the defective product or refunding the original purchase price.