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 REFUNDS

Customers are advised that refunds for orders of total value $500 or higher, cancelled for reasons other than faulty goods, inability to supply or unreasonable delay, whereby the payment form is a credit card will incur a payment processing fee which will be deducted from the total amount refunded. The current payment processing fee is 2.1% 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.

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.

Orders must be received by 2PM Local New Zealand time Monday-Friday to be shipped the same day, subject to availability and security check. If any items are backordered we will contact you with estimated delivery.

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 with completed warranty cards, or damaged or missing collateral material.

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.

WARRANTY REPAIRS

If your product is faulty, damaged or not working, and is covered under warranty, you will need to lodge a return request. You can also return the product to any of our stores.

Most items sold by Rubber Monkey are covered by a manufacturers' warranty (minimum term of 12 months from date of purchase). Some products have a warranty that is longer than 12 months. Please see the manufacturers' websites for details.

If the warranty period on a item has expired, we will make every effort to facilitate the repair in-house, refer you to the manufacturer or the manufacturers' authorised service centres.

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.

REFUND 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 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 15% restocking fee will be charged on opened box products that we normally stock.

Once approved, refunds will be issued by the original payment method within 14 business days of the return. Please note a 2.1% fee applies to credit card 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.

Store credit must be used within one year of the original purchase.

Before returning any merchandise please submit a return request here.

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.

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.

CHECKING YOUR ORDER STATUS

The best way to check the status of your online orders is to e-mail sales@rubbermonkey.co.nz Please reference your order number in your e-mail so that we will be to respond to you promptly.