Returns & Refunds Policy
Returns & Refunds Policy
At Garto Tree Protectors, we take pride in the quality of our products and in the relationships we build with our customers. We understand that from time to time questions arise about purchases, and we are committed to handling those questions fairly, transparently, and in full accordance with New Zealand law. This Returns & Refunds Policy sets out your rights as a consumer, explains the process for making a return or refund request, and describes how we will respond.
Please read this policy carefully before making a purchase. By placing an order with Garto Tree Protectors you acknowledge that you have read and understood these terms. Nothing in this policy is intended to limit or exclude any right you have under New Zealand consumer protection legislation, and to the extent of any inconsistency, your statutory rights will prevail.
1. Your Statutory Rights Under New Zealand Law
Garto Tree Protectors fully acknowledges and will honour all of its obligations under the Consumer Guarantees Act 1993 (CGA) and the Fair Trading Act 1986 (FTA). These Acts provide you with important protections that cannot be contracted out of in consumer transactions, and nothing in this policy seeks to do so.
Under the Consumer Guarantees Act 1993, goods supplied by Garto Tree Protectors must be of acceptable quality, fit for any particular purpose you made known to us before purchase, match any description or sample we provided, and be free from any undisclosed encumbrances. If a product we supply fails to meet any of these statutory guarantees, you are entitled to a remedy — which may take the form of a repair, a replacement, or a refund — depending on the nature and seriousness of the failure.
Where a failure is minor and capable of remedy, we are entitled to remedy it within a reasonable time. Where a failure is significant — meaning a reasonable consumer would not have purchased the goods had they known about the failure, the goods are substantially unfit for purpose, the goods are unsafe, or the failure cannot be remedied — you are entitled to reject the goods and receive either a replacement or a full refund of the purchase price.
Under the Fair Trading Act 1986, Garto Tree Protectors is prohibited from making false or misleading representations about our products, their price, origin, or characteristics. We are committed to honest and accurate product descriptions and will correct any errors promptly.
2. Scope of This Policy
This policy applies to all purchases made directly through the Garto Tree Protectors website at www.garto.co.nz and any other direct sales channels operated by Garto Tree Protectors. If you purchased our products through a third-party retailer or distributor, different return terms may apply; please contact the retailer directly for their returns procedure, though your CGA rights remain intact regardless of where you purchased.
This policy applies to purchases made by consumers — that is, individuals acquiring goods for personal, domestic, or household use. Where goods are acquired for the purposes of a business, the Consumer Guarantees Act 1993 may not apply, and different terms may govern your rights. Business purchasers should contact us directly to discuss returns.
3. Products Eligible for Return
All products sold by Garto Tree Protectors are eligible for return where a statutory guarantee under the Consumer Guarantees Act 1993 has not been met. This includes, but is not limited to, situations where:
The product is defective or damaged upon arrival and the damage is not consistent with normal transit handling; the product does not match the description provided on our website or in our promotional materials; the product is not fit for the particular purpose you communicated to us prior to purchase and we indicated it would be suitable; or the product fails within a period one would reasonably expect such goods to remain functional given their price, nature, and any representations made.
We also accept returns where goods have been incorrectly supplied — for instance, where you receive a different item or quantity from what you ordered.
4. Products Not Eligible for Return Outside Statutory Rights
Outside of your rights under the Consumer Guarantees Act 1993, we are generally unable to accept returns in the following circumstances: where the product has been used in a manner inconsistent with its intended purpose or the instructions provided; where the product has been modified or altered by the customer; where damage has occurred after delivery due to misuse, neglect, accident, or abnormal storage conditions; where the customer has simply changed their mind after purchase; or where the request for return is made an unreasonable time after purchase and no statutory guarantee failure is involved.
We understand that every situation is unique, and we encourage you to contact us if you are unsure whether your circumstances may entitle you to a return or refund. We will always consider requests carefully and aim to reach a fair outcome.
5. How to Make a Return or Refund Request
In order to ensure that all return and refund requests are handled accurately and efficiently, and to maintain a proper record for both parties, all requests for returns, refunds, or exchanges — other than those arising directly from your statutory rights under the Consumer Guarantees Act 1993 — must be submitted to us in writing. We do not accept verbal return requests made by telephone for non-statutory matters.
Written requests may be submitted by either of the following methods:
By Email: Please send your written return request to the email address listed on our Contact page at www.garto.co.nz. Your email should include your full name, your order number, a description of the product(s) you wish to return, the reason for the return, and any supporting photographs or documentation where applicable.
By Post: You may submit a written return request by posting a letter to Garto Tree Protectors at our postal address, which is available on our Contact page. Please include the same information as described above for email requests, and we recommend using a tracked postal service so that you have confirmation of delivery.
We will acknowledge receipt of your written request within five (5) business days and will respond with our assessment and proposed resolution within ten (10) business days of acknowledgement. Where we require additional information or documentation from you in order to process your request, we will let you know and the timeframe will run from the date we receive the requested information.
Please note that submitting a written request does not in itself constitute acceptance of a return or entitlement to a refund. Each request will be assessed on its individual merits, having regard to the circumstances of the purchase, the nature of the issue, and your rights under applicable law.
6. Return of Goods
Where a return is approved, we will provide you with instructions for how and where to return the goods. Please do not return goods without first receiving written confirmation from us that the return has been approved, as unauthorised returns may not be accepted and may complicate the resolution of your claim.
Goods must be returned in a reasonable condition, taking into account the nature of the issue giving rise to the return. Where goods are being returned due to a defect or failure covered by the Consumer Guarantees Act 1993, we will cover the reasonable cost of return shipping. Where goods are being returned for other approved reasons, return shipping costs and responsibility will be discussed and agreed with you at the time of approval.
7. Refunds
Where a refund is determined to be the appropriate remedy, we will process it to the original payment method used at the time of purchase wherever possible. If this is not practicable, we will arrange an alternative refund method with you. Refunds will be processed within ten (10) business days of us receiving the returned goods and confirming their condition, or within ten (10) business days of approving a refund that does not require goods to be returned.
Please be aware that processing times may vary depending on your bank or payment provider, and we have no control over the time it takes for a refund to appear in your account once it has been issued from our end.
8. Damaged or Incorrect Goods
If your order arrives damaged or contains incorrect items, please contact us in writing as soon as practicable — ideally within five (5) business days of receiving the goods — and include photographs documenting the damage or discrepancy where possible. We will prioritise such requests and work with you to arrange a replacement, repair, or refund as quickly as possible.
Delay in notifying us of damaged or incorrect goods may affect our ability to assess the claim, although we will always consider your statutory rights under the Consumer Guarantees Act 1993 regardless of when a defect becomes apparent, provided it was not caused by your own misuse.
9. Changes to This Policy
Garto Tree Protectors reserves the right to update or amend this Returns & Refunds Policy at any time. Any changes will be published on this page with an updated effective date. The version of the policy applicable to your purchase is the version in effect at the time your order was placed. We encourage you to review this policy periodically.
10. Contact Us
If you have any questions about this policy, your rights, or a specific return situation, we are happy to help. Please reach out to us through the contact details on our website at www.garto.co.nz. While we encourage written communication for formal return requests, we are always willing to have a preliminary conversation to help you understand your options.
We value every customer and will always endeavour to resolve issues in a manner that is fair, prompt, and consistent with our legal obligations and our commitment to quality.