The Stack System (NZ) Returns and Remedy Policy

 

 

1. Our Commitment & Your Legal Rights (Consumer Guarantees Act 1993)

 

As the official reseller of The Stack System in New Zealand, we are committed to providing you with a product of acceptable quality.

Your purchase is automatically protected by the Consumer Guarantees Act 1993 (CGA). This means the goods we supply must be:

• Of Acceptable Quality: Safe, durable, free from minor defects, acceptable in appearance and finish, and fit for all the purposes for which goods of that type are commonly supplied.

• Fit for Purpose: Suitable for any particular purpose that you told us you needed it for, and which we agreed to.

• Match Description: The product must match the description, sample, or demonstration model shown to you.

Crucially: Our own policies and the manufacturer’s warranty are in addition to, and do not limit, your rights under the CGA. We are your first point of contact for all CGA claims in New Zealand.

 

2. Remedy for Faulty or Defective Products (CGA Claims)

 

If a product fails to meet a guarantee under the CGA, you are entitled to a remedy.

 

Process for Faulty Items:

 

1. Immediate Contact: Please email us immediately at info@coachgurney.com or call 0210407916. Include your Order Number, a clear description of the fault, and any supporting photos or videos.

2. Our Assessment: Since The Stack System involves both hardware and proprietary software, we will first coordinate with The Stack System US team to remotely diagnose the issue (this often resolves software-related errors quickly).

3. Remedy:

   • Minor Fault: If the problem can be easily fixed, we will choose to either repair the unit, replace it, or issue a full refund.

   • Substantial Fault: If the problem is substantial (e.g., a reasonable consumer would not have bought the product if they had known about the fault), you choose whether you receive a full refund or a replacement.

4. Return Shipping: If we agree the product is faulty and needs to be returned to us for inspection or repair, we will cover the cost of the return shipping to our New Zealand facility. All remedies will be provided free of charge and within a reasonable timeframe.

 

3. Change of Mind Policy (30-Day Money-Back Guarantee)

 

We want you to be 100% confident in your investment. While we are not legally required to offer a refund for change of mind under the CGA, we provide the following guarantee:

• Policy: You may return your Stack System unit for a full refund (minus original shipping costs) within 30 days of the original delivery date if you simply change your mind.

 

Conditions for Change of Mind Returns:

 

1. Condition of Unit: The Stack System unit must be returned in "as new", resalable condition. This means it must be unused (no evidence of physical use or wear and tear), and all components must be fully functional.

2. Original Packaging: All original packaging, boxes, accessories, calibration materials, manuals, and protective films must be intact and included.

3. Software Activation: Due to the proprietary software license attached to each unit, the digital software/user profile must not have been fully activated or registered to be eligible for a full refund. Please contact us first if you have activated your account and wish to return the product.

4. Return Shipping: The customer is responsible for arranging and paying for the return shipping cost. We highly recommend using a tracked and insured courier service, as the risk of loss or damage during return transit remains with the customer.

5. Proof of Purchase: A valid receipt or proof of purchase (Order Number) must be included with the return.

Exclusions: This 30-day policy does not apply to clearance items, customised orders, or gift cards (if applicable).

 

4. When We Are Not Required to Provide a Remedy

 

We are not required to provide a repair, replacement, or refund if the fault or failure is due to:

• Normal wear and tear.

• Misuse, negligence, or failure to follow the manufacturer's instructions.

• Damage caused by external factors such as power surges, water damage, or accidents.

• The customer simply changes their mind (unless conditions of the 30-Day Policy are met).

 

Return Address & Contact:

 

Before returning any item, please email us first to receive a Return Authorisation (RA) number.

• Email: info@coachgurney.com

• Phone: 0210407916

• Return Shipping Address : Coach Gurney, 124 Aerodrome road, Tauranga, 3116