Online Product Sales
This website is operated by Heyrex Limited and its related entities.
These Terms of Trade govern any order or purchase of products from this website (Products).
The Products purchased through this website are non-refundable and cannot be exchanged, unless required by law. Heyrex Limited may at its discretion, refuse to sell the Products or withdraw the Products from sale.
New Zealand consumers
New Zealand consumers have certain rights under the Consumer Guarantees Act 1993 in relation to Products sold through this website. However, that Act will not apply if you are purchasing Products for business purposes.
Heyrex Branded Products
Heyrex Limited warrants that any Heyrex branded Product will be free from defects in material and workmanship for a period of twelve (12) months from the date that you acquire the product (the "warranty period"). If during the warranty period you experience a fault with a Heyrex product that is not due to fair wear and tear, wilful damage, misuse or negligence Heyrex Limited will repair or replace it.
If you become unhappy within the warranty period with any Heyrex branded Product, please contact us directly by email at firstname.lastname@example.org.
On receipt of a complaint, Heyrex Limited will promptly determine whether you have a valid warranty claim. To assist us to validate your claim, we may request that you provide a description and/or photograph of the fault, or that you return the Product to us.
If we ask you to return the Product, we will issue a Return Authorization Voucher, which must be enclosed with the returned Product. Where applicable, freighting instructions will be provided and we will meet the cost of postage or courier delivery.
Third Party Products
From time-to-time, Heyrex Limited may offer for purchase via the store.heyrex.com website, certain pet care related products manufactured by third parties and sold under the registered brands of those third parties ("Third Party Products").
To the extent permitted by law, Heyrex Limited makes no warranties or representations about, and disclaims any and all liability relating to, any Third Party Product. Any enquiries or claims should be directed to the Product manufacturer.
You may pay for your order by Paypal.
DELIVERY AND SHIPPING
We aim to ship orders within two (2) working days of receipt for delivery within 14 days (in New Zealand). However, these timeframes are estimates only.
We may dispatch your order in one delivery or by installments. If an installment does not arrive, please contact us and we will provide a replacement.
Once an order has been shipped (either in its entirety or in part) you may not cancel your order.
Orders will be delivered by way of express mail, courier, or a combination of both services. Where available, you will have the option of taking delivery exclusively by courier. The costs of delivery will be advised when you place an order.
If you indicate when placing your order that your order may be left at your property unsigned for, Heyrex Limited accepts no responsibility for any lost or damaged goods.
DAMAGED GOODS AND SHORTAGES
We will ensure that your order is adequately packaged for delivery.
If your order is damaged in transit or does not arrive within 21 days of you placing the order, please contact us immediately, so we can take the matter up with the carrier.
If your order is not complete when delivered, our liability for the shortage is limited to making up the shortage. You must notify us of any shortage in writing within 7 days of your receiving your order.
No claims for damage during delivery or for short delivery will be considered after 7 days of receipt of goods.
You may only return Products to us with our express approval. If you wish to return any Product, please contact us. If we accept the return, we will issue a Return Authorization Voucher, which must be enclosed with the returned product. Please also include details of your name, address and contact telephone number.
Returned products must be intact and in original condition. Unless we agree otherwise, you must meet all freight costs associated with returns.
Forward replacements are provided at our discretion. If we provide you with a forward replacement and you do not return the original item it is replacing, then Heyrex Limited shall be entitled to charge the price of the forward replacement to your credit card.
Please note that by registering to use the Heyrex Service, you agree to us contacting you by email from time to time, so that we can gain feedback on our products and services, offer you new products and services, manage our rewards program, and generally provide improved customer service. You can unsubscribe from our email list at any time.
CUSTOMER SERVICE HOURS
Our hours are 8.30am — 5.00pm Monday through Friday New Zealand time. We will be very happy to assist with queries regarding any of our Products, or to answer concerns related to delivery of purchases made or the performance of Products purchased. Please contact us by any of the means listed below to communicate with one of our Customer Service Specialists:
New Zealand Callers
Telephone: (04) 476 8849
Facsimile: (04) 476 2168
Telephone: +64 4 476 8849
Facsimile: +64 4 476 2168
These Terms of Trade are governed by the laws of New Zealand. You submit to the non-exclusive jurisdiction of the New Zealand courts in respect of any proceedings in connection with these Terms of Trade or the purchase of Products.