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Sales Policy

For important information regarding order processing, shipping and online security, see our Security Statement.

We may revise our Terms and Conditions (or any part of any of them), or add further Terms and Conditions at our discretion, at any time by amending this page or the relevant document setting out any part of our Terms and Conditions.

PAYMENT TERMS

See our payment and finance terms. Please note that some banks may charge a transaction fee to process the payment for your order.

All prices include GST. We cannot accept tax exempt IDs or resale certificates for online customers. Please call to speak with us if you require assistance with tax issues.

Despite our best efforts, a small number of the items in our catalogue may be mispriced. If an item's correct price is higher than our stated price, we will, at our discretion, either contact you for instructions before shipping or cancel your order and notify you of such cancellation.

Credit Card Security Check

Rubber Monkey values the security of our customers. As such, we like to verify your credit card to ensure it is not being used without your authorisation. We do this through a process we call "cents check".

If you are sent an email to complete a 'cents check', following the instructions on the email will complete the order verification process and authorise the order to be charged to your credit card.

Please note that your order will not ship until you complete our order verification process.

ORDER PROCESSING

Some orders may be subject to security review. See our Security Statement for more information.

Standard orders must be received by 1PM New Zealand time Monday-Friday, large freight item orders are to be received by 12pm, to be shipped the same day, subject to availability, location and security check. If any items are backordered, we will contact you with estimated delivery.

Any orders that are put through to be collected from any of our branches will be held there for a term of 6 weeks, unless prior arrangements have been made. After that time period the order will be cancelled and the purchase amount transferred to a store credit. Unless otherwise stated, cancellation fees may be applied to any pickup orders not collected.

CHECKING YOUR ORDER STATUS

The best way to check the status of your online orders is to log into your account on our site. Alternatively you can email sales@rubbermonkey.co.nz. Please reference your order number in your email so that we will be able to respond to you promptly.

RECEIVING YOUR ORDER

By using our courier service you agree to be bound by the terms of delivery of our respective delivery partners. Please refer to our carrier partners websites for full service terms and conditions.

All orders are shipped signature required, and with no authority-to-leave by default. You will need to contact our Sales Team if you need other arrangements made.

Upon receipt of your purchase, please check that all items on your packing slip have been accounted for. Carefully unpack and inspect the condition of all equipment, taking care not to damage the manufacturer's original packaging.

Do not fill out the manufacturer's warranty cards or throw away any packaging materials such as boxes, instructions, inserts, bags, etc. until you are completely sure you want to keep the equipment. Rubber Monkey cannot accept merchandise for return unless they are in their mint, undamaged original internal and external packaging and delivered to Rubber Monkey in the same new condition as sold with literature, instructions, accessories and blank warranty cards intact. There is a minimum 30% restocking fee for any marked, damaged or unrepairable packaging.

All claims for damaged or missing items must be reported to Rubber Monkey within three (3) business days of receipt of equipment. In the event your package arrives damaged, it is the responsibility of the customer to contact the shipping carrier to inspect the package to assure full refund or replacement.

Rubber Monkey will not be responsible for any consequential or incidental damage resulting from the sale or use of any equipment purchased from us. It is important to read all instruction manuals before using your equipment.

ORDER REFUNDS

Customers are advised that refunds for orders cancelled for reasons other than inability to supply, or unreasonable delay, whereby the payment form is credit card, EFTPOS, Laybuy, Afterpay, or Paypal, will incur a payment processing fee which will be deducted from the total amount refunded. The current payment processing fee is 2.5% of the total order amount.

Orders cancelled for an exchange of goods of the equivalent value, or cancelled for store credit, will not incur a processing fee, unless a refund of the store credit is requested on a later date and the initial order was paid by credit card, EFTPOS, Laybuy, Afterpay or Paypal. Store credits will expire if not used within 3 years.

WARRANTY REPAIRS

If your product is faulty, damaged on arrival or not working, and is within the warranty period, you will need to lodge a return request. You can also drop off the product for assessment to any of our stores after filling out the return request form.

Most items sold by Rubber Monkey are covered by a manufacturers' warranty of at least 12 months. However some brands might have different lengths of warranty cover depending on part to part, or model to model, please see the manufacturers' websites for details or enquire with our Sales Team to find out more.

If the warranty period on an item has expired, we will make every effort to either facilitate the repair in house, liaise with the appropriate repair agent or the manufacturers' authorised service centres to have this resolved for you to the best of our ability.

Out of warranty repairs will incur fees to be paid by the customer depending on what needs to be serviced or replaced. These fees are usually comprised of labour, parts, shipping, an assessment cost and a Rubber Monkey Admin Fee. Please enquire with the After Sales Care team for more information.

Before submitting this request we recommend you:

  • review your user manual to confirm you have used the item correctly
  • visit the manufacturer's website to see the frequently asked questions, downloads and tutorials.

If a returned product is found to have no fault it will be returned as is, and an assessment fee may be charged as well as any incurred shipping costs.

Before returning any merchandise please submit a return request here.

RETURN, CHANGE OF MIND/EXCHANGE POLICY

As a specialist retailer a considerable amount of Rubber Monkey items for sale are specially ordered and are non-returnable

Any products that were purchased in error, change of mind or exchange requests can only be returned under the below conditions:

If any of the conditions are not met we reserve the right to refuse the return or we may charge a discretionary minimum handling and restocking fee of 30% of the original purchase price.

Conditions:

  1. The returned item is not a part of the “Non-returnable” list below.
  2. Must be in original internal and external packaging and as sold with literature, instructions and blank warranty cards intact.
  3. Must not have been used at all.
  4. The return is done so at the expense of the customer, who will cover all courier fees involved.
  5. The return request must be made within 14 days of receipt of equipment

Non-returnable items:

  1. Software, DVD's, license or redemption codes.
  2. Goods which have been custom ordered or made.
  3. A non-stocked item.
  4. Open box products that are clearly labeled, or informed of such prior to dispatch.
  5. Items that are on special/sale or are marked as a clearance item.
  6. Any special order items.
  7. All cables, convertors and USB hubs.

Once the above conditions are met and a return has been finalised the value of the returned goods will be allocated as store credit on your Rubber Monkey account for any future orders.

Store credit must be used within 36 months otherwise it will expire.

While Rubber Monkey makes every effort to inform its customers the details of the products we carry, it is ultimately the consumer's responsibility to understand the specifications, capabilities and limitations of the products purchased. Failure on the customer's part to do so does not warrant a no-charge refund or exchange.

Before returning any merchandise, please read this page carefully, and submit a return request here.

We have made every effort to display as accurately as possible the colours and images of our products that appear on web listings. We cannot guarantee that your computer monitor's display of any colour will be accurate. We do not recommend shopping solely by images listed on our webpage, please refer to product specifications listed on the webpage.

We reserve the right, but are not obligated, to limit the sales of our products or services to any person, geographic region or jurisdiction. We may exercise this right on a case-by-case basis. We reserve the right to limit the quantities of any products or services that we offer. All descriptions of products or product pricing are subject to change at any time without notice, at the sole discretion of us. We reserve the right to discontinue any product at any time. Any offer for any product or service made on this site is void where prohibited.

We do not warrant that the quality of any products, services, information, or other material purchased or obtained by you will meet your expectations, or that any errors in the service will be corrected.

HEADPHONES, EARPHONES AND WEARABLES

Unless faulty all headphones, earphones and wearable's are non-returnable due to health and safety requirements.

HARD DRIVE WARRANTIES

Hard drive warranties do not include data recovery costs unless specified otherwise.

We highly recommend that before sending us your gear, you take the time to back up all your files. Upon arrival with the service team all drives will be factory reset for testing, meaning all information on them will be lost. If the drive is replaced under warranty, we will not be able to transfer over your data.

If for some reason you can't access your files, you can perhaps try using a data recovery service. Please ensure to use the brand's authorised company to help you with this, otherwise, you will risk losing the item's warranty. Any costs associated with data recovery are not covered by Rubber Monkey or the drive's brand's warranty and the consumer is solely responsible for these.

MANUFACTURERS' REBATES

It is the customer's responsibility to complete any rebate forms and return them to the manufacturer within the specified time limit and conditions of the manufacturers rebate program. It is also the customer's responsibility to carefully read and understand the terms and conditions of such rebate programs including any UPC code requirements before discarding any packaging.