a. We deliver purchases made via this website to street addresses (but not to PO Box numbers) throughout New Zealand.
b. Items are carefully packed for safe delivery and shipped within 24 hours of receiving your order (weekends and public holidays excepted). Delivery time is generally 2-3 working days although rural delivery may take a little longer.
c. If your desired Product is not in stock, we will contact you to advise the estimated arrival time and if you prefer not to wait, to allow you the option of a full refund. We reserve the right to refuse to supply any person or company for any reason(s) without obligation to disclose such reason(s).
d. Please ensure that the delivery address you supply is complete and correct. If you provide an incorrect or incomplete address (incorrect zip code, missing apartment/suite/office number/name, etc.) and your package is undelivered and/or returned to us, you will be responsible for the cost to resend the item and at our discretion, charged an additional $10.00 per package to have the package(s) re-shipped.
e. Money Back Guarantee
i. We are so confident that Presto Gel is the key to solving your haemorrhoid problems that we offer all bona fide first time New Zealand resident customers, a Risk-Free Trial through our Money Back Guarantee.
ii. When you as a customer who qualifies under our Money Back Guarantee, order your first tube of Presto Gel online, you will receive an additional free 3 gm sample sachet of the Product sufficient for 12 applications to last for 2 – 3 days. If after using the contents of the sachet, you then decide to stop using Presto Gel, you may return the accompanying packet and tube, unopened and undamaged within 30 days of purchase, along with a note advising the appropriate invoice number, to obtain a refund of the price paid (less shipping and handling).
iii. The guarantee only applies to individuals who are consumers as defined in the Consumer Guarantees Act 1993. We reserve the right to refuse a refund if we determine at our sole discretion, that a request for a refund is an attempt to abuse our refund policy.
f. Under-delivered, defective, damaged or incorrectly packed Product
i. EAU makes every effort to ensure Products arrive in perfect condition and as ordered. If Product(s) are under-delivered or arrive in damaged condition, at the time of receipt, you must immediately make a suitable endorsement on the courier delivery docket to specify any under-delivery or damage and instruct our contracted courier company to return the package to us, complete with the original packaging and the damaged Product.
ii. Defective products and /or incorrectly packed Product must also be returned to EAU for replacement.
iii. Our return-address is supplied to you by our email or telephone contact or in writing.
iv. Immediately following discovery of under delivered, damaged, defective or incorrectly packed Product(s), please click here to use our Webmail form to write and let us know. .
Please be sure to let us have full details of the under-delivery, defect(s), damage or incorrect packing as well as the details that identify your order and as applicable, the date on which the Product(s) were returned. In particular, incorrectly packed Product must be reported within three working days of the package being received.
v. In the case of damage, replacement Product(s) will be sent to you as soon as the contracted courier company accepts liability for the damage. This should be accomplished within a couple of days of the items return.
vi. In the case of defective Product(s), replacement Product(s) will be sent to you as soon as we can confirm the defects(s). This should be done within a couple of days of the return of the defective Product(s).
vii. In the case of incorrectly packed Product(s), replacement Product(s) (if required), will be sent to you as soon as we can confirm the incorrect packing. This should be done within a couple of days of the return of the incorrectly supplied items or receipt of the details of the under supply.
g. Non receipt
i. If you have not received your order within 7 working days after placing the order, please click here to use our Webmail form to write and let us know.
ii. An enquiry will be immediately begun with our contracted courier company and if the Product cannot be located and forwarded to you in good order, a replacement item will be sent within three of days of notification.
h. Cancelling Orders
i. Orders can be cancelled in writing before they are shipped for a 10% processing fee. To cancel your order please use our Webmail form to write and let us know.
ii. Orders that have been shipped cannot be cancelled and must be returned by the customer to our ‘Return address’ shown above within 10 days of the date of your order at your expense in unused, unopened condition without the seals or wrapping being removed or broken and must be accompanied by a note showing your name, address, the date of order and the invoice number. If at our sole discretion, we deem the returned product to be saleable, we will refund your purchase price less shipping and handling and a 20% restocking fee within 14 days of our receipt of the goods or within 30 days of your cancellation, whichever is the earlier.
i. Unauthorised use of a credit card, use of an invalid card or the provision of a false name and personal details will be considered fraudulent and will be reported to the appropriate authorities and subject to prosecution. Arranging a chargeback with your credit card company while also receiving the goods is a crime. Customers falsely filing chargebacks are responsible for all fees incurred to collect the debt. In addition, EAU reports all internet crime to the proper authorities.