1. Order Fulfilment & Delivery
Processing Time: Orders are processed and dispatched within 1–3 business days following payment confirmation.
Carriers: We partner with premium international logistics providers, including DHL, FedEx, and UPS Priority, to ensure reliable delivery across Europe.
Estimated Delivery: The typical delivery timeframe is 5–10 business days. Please note that while we strive for timely delivery, duration may be subject to destination-specific customs procedures which are beyond our control.
Order Cancellation: If you wish to cancel your order, please contact door@gapfixseal.com within 24 hours of purchase. Once an order has entered the fulfilment process, the Right of Withdrawal protocol will apply.
Tracking: Automated notifications will be sent via email at every key stage: Order Confirmation, Dispatch (including tracking number), Hub Arrival, and Local Delivery updates.
Non-Delivery: Should an order not arrive within 30 days of dispatch, we will conduct a priority investigation with the carrier. If the item is confirmed lost, a full refund or a replacement will be issued immediately.
2. EU Right of Withdrawal (14-Day Cooling-off Period)
In compliance with the European Union Consumer Rights Directive, customers residing in the EU have the right to withdraw from their purchase within 14 days of receiving the goods, without providing a reason.
Notification: To exercise this right, please notify us at door@gapfixseal.com within the 14-day window.
Exemptions: Please note that door seals cut to specific custom lengths requested by the customer are classified as bespoke goods and are exempt from the right of withdrawal. These items cannot be returned unless confirmed faulty.
Return Shipping: The customer is responsible for the direct cost of returning items to our central facility in New Zealand. We recommend using a tracked service, as we cannot process refunds for items lost in transit.
Return Address: 79 Paerangi Place, Tauriko, Tauranga 3110, New Zealand.
3. Returns & Refund Conditions
To be eligible for a refund, items must be returned in their original, unused condition and in the original packaging.
Upon receipt and inspection of the returned goods, we will notify you via email regarding the approval or rejection of your refund based on the item’s condition.
4. Damaged or Faulty Items
If your door seals arrive damaged or with functional defects, please contact our support team within 48 hours of receipt.
Evidence Required: Please provide photographic or video evidence of the damage and the packaging to support your claim.
Resolution: Confirmed faulty items will be eligible for a full refund or a free replacement. In many cases, a physical return of the damaged item to New Zealand may not be required to expedite your resolution.
5. Refund Processing
Approved refunds will be credited back to the original payment method used at checkout.
Timeline: We process refunds within 5–10 business days of approval. Please note that financial institutions may require additional time to post the transaction to your statement.
6. Payment Methods & Security
We provide a secure checkout environment supporting major international payment methods:
Credit/Debit Cards: Visa, Mastercard, American Express.
Digital Wallets: Apple Pay, Google Pay.
Security: All transactions are processed through PCI-compliant, encrypted gateways. We do not store your full card details on our servers.
7. Customs, Duties & Taxes
For deliveries to Europe, customers may be subject to local Import VAT or customs duties as determined by the destination country’s regulations. These charges are the sole responsibility of the recipient and are typically collected by the carrier at the time of delivery.
8. Contact Information
Our support team aims to respond to all enquiries within 24 business hours.
Email: door@gapfixseal.com
Phone: +64 75759808
Registered Office: 79 Paerangi Place, Tauriko, Tauranga 3110, New Zealand.