Returns and refunds

If something is wrong with your order

Every Flowmate we sell comes with the guarantees in the Consumer Guarantees Act 1993. That means it has to be of acceptable quality, do what we say it does, and match how we described it. If it does not, you are entitled to have it put right at no cost to you.

Contact us and we will sort it out. Depending on the problem, that means a repair, a replacement or a refund.

Those rights apply whatever this policy says, and nothing in it limits them.

Warranty

Flowmate comes with a 3 year warranty. To make a claim, call us on 0800 501 993 or email cg@continuous.co.nz with your order number.

If it arrives damaged

Tell us within 7 days of delivery and send a photo of the damage if you can. We will replace it and cover the freight both ways. Please keep the packaging until we have confirmed, because the courier may need to see it.

If it does not fit your downpipe

Flowmate fits most regular New Zealand downpipe sizes ranging from 65mm to 100mm, in both round and rectangular shapes. It needs at least 65mm of clearance between the roof and the bottom of the gutter to go in, and the unit itself is 60mm tall.

If you ordered Flowmate for a downpipe size we list and it does not fit, send it back and we will refund it in full, including the return freight.

If you ordered without checking the fit, our change of mind terms below apply.

If you are not sure before you order, call us on 0800 501 993 and we will confirm it with you.

If you change your mind

You can return an unused Flowmate within 30 days of delivery for a refund of what you paid for it.

To be accepted, it needs to be:

• unused, and never fitted to a downpipe
• in its original packaging, in a condition we can sell it in
• sent back with your order number

You pay the return postage on a change of mind return. We refund the price of the unit once it reaches us and we have checked it.

How to start a return

Email cg@continuous.co.nz or call 0800 501 993 with your order number and what the problem is. We will confirm the return and tell you what happens next.

Returns go to our warehouse at 6 Yashili Drive, Pokeno 2402. Please do not post anything back before you have heard from us, so we know to expect it.

Refunds

Refunds go back to the card or account the order was paid from. We cannot refund to a different card. Once we process it, how quickly it appears is up to your bank.

Where a refund is due because something was wrong with the order, we also refund any delivery you paid. Delivery is free, so in practice that is the price of the goods.