Terms & Conditions
We will meet all warranty obligations under the Consumer Guarantees Act 1993.
RTB Warranty Public (domestic use):
We offer a 12 Month Warranty on all products unless stated otherwise. This warranty is limited to domestic use of our products.
Batteries are in general not covered by any warranty unless stated differently on listing.
RTB Warranty Commercial (non-domestic):
Goods purchased for commercial use are not subject to the Consumer Guarantees Act (CGA) 1993. The exclusion also applies for goods purchased for re-sale, or for use in repairs.
Warranty void by Modification of Product:
Any product covered under warranty cannot be opened or stripped further than installation and operation requires or warranty will be voided. This also includes ALL changes where the product is no longer as it was sold. If you intend to modify a product please test it first for your own sake and be aware it will void warranty. Warranty excludes defects from after sale damage, neglect, abuse or incorrect installation. All products have to be used for the purpose they were intended or warranty will be voided.
RTB Warranty Shipping policy:
Return to base (RTB) warranty applies to all purchases. In the case that a product is delivered faulty or fails to work properly, the buyer has to return the item to the seller within 30 days after the problem was discovered or warranty might be voided. We will test the item and repair, replace or refund. We will return the item to the buyer at our cost if the fault was covered under warranty.
Buyer must check goods received immediately and thoroughly and has to report any damage or any missing parts within 72h - claims for damage or missing parts made afterwards will be declined.
We will not cover international freight costs (Customer pays both ways). A handling fee will be charged for items returned as faulty but turn out to work fine. The handling fee and return costs have to be paid before the item is returned. Customer pays both ways if it is a fault caused by misuse/abuse. (See non-warranty wording below)
We do not have to provide a refund just because you changed your mind about a particular purchase. All sales are final but if we do accept a return we will charge a restocking fee for testing and cleaning the returned items, so please choose carefully.
We only supply the equipment and expect buyers to have the required knowledge to install and use it correctly.
Support and Spare parts
We offer a repair service for most faulty products bought from Turtle Direct. Spare parts are available for compatible prices and you might get a reasonable discount on the list price of spare parts if a product fails outside of warranty. This does not apply to batteries and some special parts and is at our discretion in general.
We are an online distributor and do not offer phone support. You can write us an email or fill in a support form and we will try to give advice and support to the best of our ability. To analyze technical problems we need photos and info about the general situation. We are not at the gate and it is essential for us to get that info so we can give you the right advice. Phone support is just not ideal for this kind of automation systems and email is much more effective.
Repair is charged and customer pays shipping both ways if the item is no longer covered under warranty or if it is a fault caused by misuse/abuse, incorrect installation, etc. Shipping both ways is charged if the item is outside the warranty period. No international freight costs will be covered by us. (Customer pays both ways).
Refusal to supply / sell
We reserve the right to refuse to supply/sell any of our products. Accessories and spare parts are only offered (sold) to buyers/owners of our basic sets. If sales restrictions are ignored and the product ordered anyway, we reserve the right to charge for processing cancellation and refunding - the minimum charge is $5.
Any order is subject to confirmation no matter whether payment was made or not. We reserve the right to refund and cancel any order at our discretion.
All Returns / Repairs to be sent to:
PO Box 14099
If you have any issues with a product you purchased from us please contact us by email or our message form. Please do not return any goods to us without our prior consent or you risk being charged for handling and postage also during warranty time. Sometimes minor problems can be solved by replacing parts without returning the complete products. However, the basic rule is that all faulty parts have to be returned before a replacement can be supplied. A written statement explaining the problem must be included. Please Note: We will charge a basic fee of $35 plus shipping if items returned are not faulty or repair is not covered under warranty. This amount must be deposited before we return the item in question.
The seller can/will request photos of the installed system in case of any problems to ensure that they were not caused by installer error/mistake. A warranty case can only be opened once all information requested has been provided by the buyer. The seller can use any photos at his discretion also for educative or marketing purposes. The seller will restrain/stop publishing any photos provided by the customer if requested by the customer in writing.
Spare parts and repair service will be available for a min of three years after we stopped selling the particular product. In most we have sparts available longer. Costs for repairs and parts will be charged if not covered under warranty.
All goods advertised can occasionally be out of stock. We also reserve the right to refund the full purchase price rather than to serve the order. The seller can refund the purchase price at any time. All photos are indicative only and items can be upgraded or replaced by another product.
Please let us know if you find any of our product descriptions unclear or even misleading and we will look into it.
Turtle Low Price Guarantee (LPG) Terms
1. Applicability: The Low Price Guarantee (LPG) is applicable solely to products designated with the "Low Price Guaranteed" label (see Photo) and any price promise requests must be made at the time of sale and not later.
2. Price Comparison: We assure the best price for these specific products or basic standard opener systems (not accessories) compared to other public suppliers in New Zealand (NZ). The products for comparison must be identical, in new condition, and the comparison excludes shipping costs. The guarantee does not apply for products we modify or install.
3. Eligible Suppliers: The price comparison is valid against public suppliers possessing an online or physical store presence, with products readily available and in stock in NZ.
4. Price Match and Discount: If a customer finds an identical product/system from another NZ supplier meeting the above criteria at a lower price, Turtle Direct will match the lower price and offer an additional 10% discount.
5. Limitation: The guarantee is limited to one product or system per customer.
All prices are subject to confirmation on receipt of your order. Every effort is made to ensure accurate pricing. If you require confirmation prior to ordering please send us a message.
Find out more about the Consumer Guarantees Act on the Consumer website.
Please do not purchase from us if you do not agree with any condition mentioned on this site.
Please note: We do not allow "Catch All Addresses".