COVID-19 Update: Our branches are open for contactless pickups only. Orders continue to ship from our warehouse but may experience some delivery delays.

Sales Policy

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

PAYMENT TERMS

Payment must be made by an Australasian (Australian or New Zealand) issued credit card. No international orders are accepted at this time. Please note that some banks may charge an international transaction fee on Australian orders.

For your security, Rubber Monkey does not store credit card information for online orders.

All prices include New Zealand and Australian 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.

ORDER PROCESSING

If your credit card billing and shipping addresses are different, or if your transaction is over $1000, your order will automatically be subject to security review. See our Security Statement for detailed information.

Standard orders must be received by 1PM Local New Zealand time Monday-Friday, large freight item orders are to be received by 12pm, to be shipped the same day, subject to availability 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 credited to your account. 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

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 15% 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, or Genoapay, 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, or Genoapay.

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. Some products have a warranty that is longer or lesser than 12 months. 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 compromised of labour, parts, shipping and an assessment costs. 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.

Before returning any merchandise please submit a return request here.

RETURN REFUNDS AND STORE CREDIT POLICY

Any return requests for change of mind or exchange must be made within fourteen (14) days of your receipt of the equipment and are subject to approval. Refunds and store credits will not be offered for goods without good reason.

Items can be returned only if they are in original internal and external packaging and delivered to Rubber Monkey in the same new condition as sold with literature, instructions and blank warranty cards intact. Unless defective, a discretionary minimum 15% restocking fee will be charged on opened box products that we stock.

Once the return has been finalised any refunds will be issued by the original payment method or a store credit offered within 14 business days of its approval. Please note a 2.5% fee applies to credit card, EFTPOS, Laybuy, Genoapay, or PayPal refunds.

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. Call us if you need help deciding on your options!

Certain products or services may be available exclusively online through the website. These products or services may have limited quantities and are subject to return or exchange only according to our Return Policy.

We have made every effort to display as accurately as possible the colours and images of our products that appear at the store. We cannot guarantee that your computer monitor's display of any colour will be accurate. We have made every effort to display as accurately as possible the colours and images of our products that appear at the store. 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 AND SPECIAL ORDER ITEMS

Special order or non-stock items are not returnable for a refund or store credit.

Unless faulty, opened box headphones or earphones 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. Treasured photos, important documents or even your epic meme collection - make sure they are all safely stored somewhere else. More often than not, we end up needing to do a factory reset and this, of course, clears everything, ending up with a fresh hard drive. Or, 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. We'd be happy to recommend someone to help you out, so don't hesitate to ask. Just a heads up - make sure to use the brands authorised company to help you with this, otherwise, you will risk losing the item's warranty.

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.