Refunds & Cancellations Policy

This Refunds & Cancellations Policy (“Policy”) applies to Skylights.co.nz, operated by Light for Life Limited (“we,” “our,” “us”). This Policy is designed to ensure transparency and fairness while safeguarding our business interests. By using our services, you agree to this Policy.

1. Scope of Policy

This Policy applies to:

Installers purchasing enquiry credits on the Skylights.co.nz platform.
Customers engaging with Skylights.co.nz for product enquiries, service requests, or related transactions.
Any products, services, or promotional offers facilitated through Skylights.co.nz.

2. Refunds for Installers

2.1 Enquiry Credits

All purchases of enquiry credits are non-refundable, except where required by law.
Unused credits remain valid according to the terms of your installer account but cannot be exchanged for cash.
Credits lost due to account suspension or termination (for breach of Terms & Conditions) are non-refundable.

2.2 System Errors

If an enquiry credit is deducted due to a verified technical error in our system, we will restore the credit to your account.

2.3 Duplicate Transactions

If you are charged more than once for the same purchase, please contact us immediately. Verified duplicate charges will be refunded.

3. Refunds for Customers

3.1 Enquiry Service

Skylights.co.nz is an enquiry and referral platform only. We do not guarantee specific outcomes or services provided by independent installers.
As such, refunds are not available for enquiry submissions.

3.2 Product Purchases

If you purchase a product directly through Skylights.co.nz, the following applies:
- Refund requests must be made within 14 days of purchase.
- Products must be unused, in original packaging, and in saleable condition.
- Customers are responsible for return shipping costs unless the product is faulty.

3.3 Faulty or Damaged Goods

If a product purchased through Skylights.co.nz is faulty, damaged, or not as described, we will provide a repair, replacement, or refund in accordance with the Consumer Guarantees Act 1993.
Claims must be supported with photographic evidence and proof of purchase.

3.4 Services by Installers

Any refunds or cancellations relating to work carried out by an installer must be addressed directly with the installer. Skylights.co.nz is not responsible for installer workmanship or service delivery.

4. Cancellations

4.1 Installers

Installers may cancel their subscription or account at any time by contacting us in writing.
No refunds will be provided for unused credits or partial subscription periods.

4.2 Customers

Customers may cancel product orders before dispatch for a full refund.
Once a product has been shipped, cancellations are subject to the return conditions outlined in section 3.2.

5. Exceptions

Refunds and cancellations may not be available in the following circumstances:

Change of mind beyond statutory requirements.
Misuse, neglect, or unauthorised modification of products.
Failure to comply with installer agreements, building code requirements, or site conditions.

6. Process for Refund or Cancellation Requests

To request a refund or cancellation:

Contact us at [email protected] within the applicable timeframe.
Provide your order number, proof of purchase, and a clear description of your request.
We will review the request within 7 business days and confirm eligibility.

7. Legal Compliance

This Policy operates in accordance with:

Consumer Guarantees Act 1993 (NZ)
Fair Trading Act 1986 (NZ)
Other applicable New Zealand laws and regulations.

8. Contact Information

For all refund or cancellation requests, please contact:

Entity Name: Light for Life Limited
Trading As: Skylights.co.nz
Email: [email protected]
Response Time: within 5 business days