Shipping & Returns

Delivery, returns and order information from Dualcom Technology Ltd.

We aim to make ordering, delivery and returns as straightforward as possible. The information below outlines our standard shipping and returns processes.

Shipping

Dualcom Technology Ltd ships orders throughout New Zealand using our selected courier and freight partners.

Orders for in-stock products are generally dispatched as quickly as possible after payment and order processing.

Estimated delivery times following dispatch are:

• Metropolitan Areas: approximately 1–3 business days
• Rural Areas: approximately 2–5 business days

Delivery timeframes are estimates only and may vary depending on location, courier network conditions, product availability and circumstances outside our reasonable control.

Business days exclude weekends and public holidays.

We are unable to deliver to PO Box addresses. Please provide a physical delivery address when placing your order.

Shipping, billing and order administration are handled by Dualcom Technology Ltd.

Shipping Costs

Shipping charges are calculated at checkout based on the products in your order, delivery location and applicable freight method.

Oversized, heavy, specialised or unusually packaged products may require additional freight charges. Where this occurs, we will contact you before dispatch.

Freight displayed on the website is indicative until confirmed at checkout. International freight may require separate confirmation.

International Orders

Our website is primarily designed for customers within New Zealand; however, we may be able to supply selected products internationally.

International orders may require additional freight charges after the order is placed. We will contact you where additional shipping arrangements or charges are required.

The purchaser is responsible for any import duties, taxes, customs charges or other fees imposed in the destination country.

Where applicable, GST treatment of an international transaction will be determined in accordance with New Zealand tax requirements.

Returns

Please contact Dualcom before returning any product.

All returns require a Return Merchant Authority (RMA) issued by Dualcom before goods are sent back.

Issuing a GRA allows us to receive, identify and assess your return. The issue of a GRA does not, by itself, constitute acceptance of a refund, replacement or account credit.

Return instructions and the appropriate return address will be provided when your GRA is issued.

Please ensure returned products are appropriately packaged. Where return freight is the customer's responsibility, we recommend using a tracked and insured freight service.

Faulty, Damaged or Incorrect Goods

If you believe a product is faulty, damaged, incorrectly supplied or does not match its description, please contact us as soon as reasonably practicable so we can assess the issue.

Depending on the circumstances, the appropriate remedy may include:

• Repair
• Replacement or exchange
• Account credit
• Refund

Where Dualcom has supplied an incorrect product, or where we are responsible for the return, we will arrange or reimburse reasonable return freight as appropriate.

Nothing in this Shipping & Returns Policy is intended to limit any rights or remedies that cannot lawfully be excluded under applicable New Zealand law.

Change-of-Mind Returns

Returns of correctly supplied, non-faulty products are subject to prior approval by Dualcom.

To be considered for a change-of-mind return, products must generally:

• Be unused and in saleable condition
• Include the original packaging, accessories and documentation
• Not have been installed, modified or damaged
• Not have been specially configured or altered for the customer
• Be accompanied by a valid Dualcom Goods Return Authority

Approved change-of-mind returns may be subject to a minimum 10% restocking fee to cover inspection, administration and handling.

Original freight charges and return freight costs are generally not refundable for change-of-mind returns.

Special-order, custom-made, fabricated, programmed, configured, cut-to-length or otherwise customized products may not be eligible for change-of-mind return.

Products Not Purchased Directly from Dualcom

Products from brands represented or supported by Dualcom, but not originally purchased directly from Dualcom, may be accepted for assessment at our discretion.

Prior approval and a Dualcom Goods Return Authority are required.

Administration, assessment, handling and freight charges may apply.

Dualcom reserves the right to decline returns or service requests for products that were not purchased directly from Dualcom, except where we have a separate obligation to provide that service.

Order Cancellation

If you wish to cancel an order, please contact us as soon as possible.

Where an order has not yet been dispatched or committed to procurement, manufacture, configuration or other work, we will generally attempt to accommodate the cancellation.

Cancellation charges may apply where Dualcom has already incurred costs in processing, procuring, manufacturing, configuring or preparing the order.

Special-order, custom-made, fabricated or specially configured products may not be cancellable once procurement or work has commenced.

Once an order has been dispatched, any request to return the goods will be handled under our Returns Policy.

Refunds, Credits & Replacements

Where a return or claim is accepted, the appropriate remedy will depend on the circumstances and may include repair, replacement, exchange, account credit or refund.

Refunds will generally be made using the original payment method where practicable.

Tracking & Delivery Assistance

Tracking information is normally provided when your order is dispatched.

If you have not received tracking information within a reasonable period after your order has been processed, please check your spam or junk email folder.

If you still cannot locate your tracking information, please contact us and we can assist.