Conditions

Placing Orders

Our online ecommerce site allows you to identify the items you wish to purchase, and place them in the shopping cart. Once you have selected all the products, please proceed to the checkout.

From this screen you can provide your shipping details and contact information (For return customers this information will be stored for your convenience).

If an item is not in stock, our website will inform you of this and you can choose to back order. Please refer to our Shipping and Delivery page for details on shipping and back orders.

Once payment has been received, your order will be processed and sent to you for your enjoyment.

Payment and Payment Security

Active Automation will accept either direct Bank transfer or online payment through PayPal.

At no time will Active Automation ask you for your Credit card information directly, for payment you will be directed to a secure PayPal website. Please ensure you check that the payment is being made into a legitimate payment site and that it is secured with an active SSL certificate.

Active Automation is constantly maintaining it's website to ensure it is up to date and accurate, however due to many variables we reserve the right to cancel, amend or update a sale due to system faults or pricing errors.

Item Compatibility

While Active Automation Limited makes every effort to ensure devices supplied are compatible, we are not able to be responsible for products, items, equipment, appliances and the like that we have not supplied. Please ensure you have undertaken research into compatibility between our devices and items you have purchased elsewhere as returns due to incompatibility will only be considered where Active Automation staff have been specifically involved through discussions on our forum or directly by contacting us.

If you do encounter compatibility issues and wish to return the product, you will be responsible for sending the items back to us at your cost. We have the right to charge for the return postage cost for any replacement item.

Replacements and Faulty Products

Active Automation Limited spends considerable time selecting reliable and cost effective products.

In the unlikely event that you receive a faulty product due to manufacture failure, we will replace the item as so long as you notify us immediately and the item is returned within 5 days of the day of receipt of the faulty item.

We may request photos of the box the item was shipped in and the item itself for our assessment.

You will be responsible for the return shipping costs of the faulty item.

If we assess the product to be in good working condition, and are unable to replicate the fault we will inform you and the cost to return the item to you will be your responsibility.

Please note that misconfiguration or modification (of the physical device, or it's base software) of the device after it leave Active Automation is not the responsibility of Active Automation and will constitute misuse rather than a fault and will not be accepted for replacement.

Standard warranty

All our products (unless specifically stated by us) are provided with a 12 month manufacturer's warranty.

The warranty will be void if the item is identified through our evaluation as having been found to be taken apart, misused, used in a way that it was not designed for or (where applicable) installed by a non-qualified electrician*.

*It is a requirement under New Zealand law to ensure that in-wall mains voltage products are correctly installed by certified electrical professionals. When evaluating these products for warranty replacement we may request a written statement confirming the installation was in line with the manufactures instructions. Failure to provide this from a certified electrician may void your warranty.

For all warranty claims you must provide the item to us with all accessories and manual unless we have advised otherwise.

The postage to send the item back to us is the responsibility of the buyer however we understand the inconvenience it may cause so we will cover the postage back to you with the repaired or replaced item for the first replacement. Subsequent warranty claims the buyer is responsible for all postage cost.

The warranty is strictly for product replacements only so Active Automation is not responsible for any costs incurred by you to return the products back to us including but not limited to postage, time, and effort as well costs for professional trade person(s) to remove and reinstall the product(s).

Returns Procedure

For all claims against warranty or faulty product, please email us on support@activeautomation.co.nz.

We will provide you with a service ticket number in an automated return email, and once we have contacted you we will provide a RA form. This form will provide the instructions for returning your item. Not items will be accepted without a valid RA form.

The form will include: RA number (your automated ticket number from our support system), Space for your contact information, the address to return the item/s to, and space for you to include any further supporting information.

Refunds for change of mind

Active Automation does not provide a refund due to change of mind policy at this time. All sales are final. Please ensure you select your product carefully and if you have questions we are happy to help. You can refer to our forums or email us on Support@activeautomation.co.nz for more information and support.