Shipping & Returns Policy

IMPORTANT: By placing an order with RestWell NZ Limited ("RestWell", "we", "us", "our"), you acknowledge that you have read, understood, and agree to be bound by the terms of this Shipping & Returns Policy. This policy forms part of our Terms of Service.

1. Shipping Overview & Important Disclaimers

1.1 Delivery Timeframe Estimates

All delivery timeframes are estimates only and are not guaranteed. Actual delivery times may vary significantly based on:

• Destination address location and accessibility
• Carrier capacity constraints and operational delays
• Customs and border processing times for international shipments
• Peak demand periods including holiday seasons, promotional events, and public health emergencies
• Weather conditions and natural events
• Verification requirements for high-value orders

RestWell expressly disclaims any liability for delays beyond estimated timeframes. Estimated delivery dates do not constitute a binding commitment. No compensation shall be provided for delayed deliveries. Delivery delays do not constitute grounds for order cancellation or refund.

1.2 International Supply Chain & Third-Party Fulfilment

RestWell devices contain precision electronic components sourced from international suppliers, and fulfilment is managed through third-party logistics providers. Customers acknowledge and accept that:

• Fulfilment may be handled by third-party logistics partners
• Products may ship from locations outside New Zealand
• Component sourcing delays may occur without prior notice
• Products may be temporarily unavailable pending receipt of materials or completion of quality assurance
• Pre-orders and backorders may experience extended fulfilment periods of up to 30 business days or longer
• Minor cosmetic variations between production batches may occur and do not affect device performance or warranty

1.3 Force Majeure & Circumstances Beyond Our Control

RestWell shall not be liable for any delay, failure, or inability to perform any obligation resulting from circumstances beyond our reasonable control, including but not limited to:

• Acts of God including earthquakes, floods, fires, storms, volcanic eruptions, and other natural disasters
• Pandemics, epidemics, quarantine restrictions, and public health emergencies
• War, terrorism, civil unrest, riots, strikes, and industrial action
• Government actions, embargoes, sanctions, and regulatory changes
• Transportation disruptions including carrier insolvency, port closures, and infrastructure failures
• Cyber attacks, system failures, and technological disruptions
• Shortage of materials, labour, or manufacturing capacity
• Any other event reasonably beyond our control

In the event of force majeure, estimated delivery dates shall be automatically extended by the duration of such event plus a reasonable recovery period, without liability to RestWell.

2. Shipping Rates, Methods & Processing

2.1 Processing Times

Orders are typically processed within 2-5 business days of payment confirmation, subject to:

• Stock availability at time of processing
• Successful payment verification and fraud screening
• Completion of address verification procedures
• Resolution of any order discrepancies or required clarifications

Business days exclude weekends and New Zealand public holidays. Orders placed after 2:00 PM NZST may be processed on the next business day.

2.2 Shipping Methods & Estimated Transit Times

Region	Method	Estimated Transit*
New Zealand - Urban	Standard Post	3-7 business days
New Zealand - Rural/Remote	Standard Post	5-12 business days
Australia	International Standard	7-21 business days
Rest of World	International Standard	14-45 business days

*Transit times are estimates only and commence from dispatch date. Actual delivery may take longer.

2.3 Shipping Costs

Shipping costs are calculated at checkout. Free shipping offers, where applicable, are subject to minimum order thresholds, eligible products, standard shipping only, and selected regions. May be withdrawn or modified at any time without notice.

3. Customer Responsibilities

3.1 Accurate Shipping Information

The customer bears sole responsibility for providing accurate, complete, and current shipping information. RestWell is not liable for failed or delayed delivery due to incorrect information. Reshipping fees apply where redelivery is required due to customer error. Risk of loss and title passes to you upon delivery to the carrier.

3.2 Failed Deliveries

If a package is returned to us due to failed delivery, incorrect address, or refusal of delivery:

• Reshipping fees apply at your expense
• If reshipping is not arranged within 14 days, the order may be cancelled and a partial refund issued minus shipping, handling, and restocking fees
• RestWell is not responsible for packages lost as a result of inaccurate delivery instructions

4. Lost or Damaged in Transit

4.1 Lost Packages

If tracking shows no movement for 10+ business days (NZ) or 21+ business days (international), contact us to initiate a carrier claim. We will assist in filing claims but do not guarantee refund or replacement pending carrier investigation.

4.2 Damaged in Transit

Damage must be reported within 48 hours of delivery with:

• Clear photos of damaged packaging and product
• Your order number
• Written description of damage

Claims submitted after 48 hours may not be honoured. Do not discard packaging until claim is resolved.

5. Returns. General Conditions

5.1 Change of Mind

We do not accept returns for change of mind. All sales are final unless a product is confirmed faulty under the Consumer Guarantees Act 1993. Please refer to our Refund Policy for details on our 30-Night Trial terms and conditions.

5.2 Unauthorised Returns

Returns sent without a valid Return Merchandise Authorisation (RMA) number will be refused and returned to sender at your expense or disposed of without refund.

5.3 Customer Pays Return Shipping

All return shipping costs are at your expense unless the return is due to a confirmed fault under the Consumer Guarantees Act. Returns must use a tracked and insured service. RestWell is not responsible for returns lost or damaged in transit.

Contact

RestWell NZ Limited
Email: support@restwell.co.nz
Website: www.restwell.co.nz

Response time: 5-7 business days. Please do not call regarding shipping or returns. All inquiries must be submitted in writing via email.