Refund policy
Refund & Returns Policy
At VentedSteam, we supply professional industrial tooling and engineering products intended for commercial and industrial use. As many of our products are sourced specifically to fulfil customer orders, please read this policy carefully before placing an order.
Order Cancellations
Orders may be cancelled without charge before they have been processed for dispatch or procurement. Once an order has been dispatched or a supplier has commenced procurement of a special-order product, the order cannot be cancelled.
Inspect Your Order
Please inspect your order immediately upon delivery.
Any shortages, freight damage, incorrect items or delivery discrepancies must be reported to VentedSteam within 48 hours of receiving your order.
Failure to notify us within this period may affect our ability to recover costs from the freight carrier or supplier.
Change of Mind
VentedSteam does not accept returns or provide refunds for change-of-mind purchases.
Customers are responsible for ensuring the products ordered are suitable for their intended application before completing their purchase.
If you are unsure whether a product is suitable, please contact us before ordering.
Special Order Products
Many products sold by VentedSteam are ordered specifically for individual customers.
Unless required by applicable law, returns, cancellations or refunds will not be accepted for:
• Special-order products
• Supplier-procured products
• Custom-manufactured products
• Non-stock items
• Personalised products
Precision Cutting Tools
Tungsten carbide cutting tools, inserts, drills, reamers, taps, tool holders and other precision tooling are manufactured for professional engineering applications.
Products that have been:
• installed;
• used;
• machined;
• trialled;
• sharpened;
• modified;
• re-ground; or
• damaged,
cannot be returned unless confirmed to have a manufacturing defect or supplied incorrectly.
Manufacturing Defects
If you believe a product has a manufacturing defect, please contact us immediately.
We may request photographs, machining information, machine specifications, cutting parameters, workpiece material, coolant details and the return of the product for inspection. Products may be referred to the original manufacturer for technical assessment before any warranty claim is approved.
Warranty Exclusions
Warranty does not cover damage or failure resulting from:
• incorrect tool selection;
• incorrect machining parameters;
• excessive feeds or spindle speeds;
• interrupted cutting;
• machine crashes or collisions;
• poor machine condition;
• spindle runout;
• incorrect setup or programming;
• misuse or abuse;
• accidental damage;
• normal wear and consumable tool life;
• modification or repair by persons other than the manufacturer.
Approved Returns
Where VentedSteam agrees to accept a return that is not the result of our error or a confirmed
manufacturing defect, the following conditions apply:
• Goods must be unused, unopened and in their original packaging.
• Goods must be in new, saleable condition.
• Return freight, insurance and packaging costs are the responsibility of the customer.
• Original shipping charges are non-refundable.
Approved returns may be subject to a restocking fee equal to 20% of the purchase price or NZ$50.00 (excluding GST), whichever is greater, to cover supplier restocking, handling and administration costs. VentedSteam reserves the right to decline any return where our supplier will not accept the goods back.
Refunds
Where a refund has been approved, it will be processed using the original payment method after the returned goods have been received and inspected.
Refunds will not include original shipping, freight, insurance or handling charges unless the return is the result of an error made by VentedSteam.
Limitation of Liability
To the maximum extent permitted by law, VentedSteam's liability is limited to the repair, replacement or refund of the purchase price of the affected product.
VentedSteam shall not be liable for any indirect or consequential loss, including but not limited to production downtime, labour costs, loss of profits, damage to machinery, damage to workpieces or third party claims arising from the use of our products.
Contact Us
For returns, warranty claims or technical assistance, please contact:
Email: contactus@ventedsteam.co.nz