Remedies
If you have a fault or issue with your item from the McKenzie & Willis range within the warranty period please contact your branch as soon as it is discovered so it can be remedied immediately. The remedy used to address the fault or issue will differ based on the seriousness of the fault or issue.
The three remedies used by McKenzie & Willis are:
Repair: In the first instance we will always try to repair your item in order to remedy the fault or issue. All repairs will be conducted within a reasonable amount of time and we will remain in regular contact with you throughout the process.
Replace: If the fault or issue with your item is not able to be repaired we will replace it for you with the same or a comparable product.
Refund: If the first two remedies are not applicable for the fault or issue with your item, such as the product line is discontinued and comparable products available are not suitable, we will refund the total purchase price of the item.
Exclusions
Our sales consultants will discuss with you and provide literature on the specific care instructions and proper usage for your item at the time of purchase. Following the care instructions and the proper usage is essential to preserving your rights under the warranty.
Warranty Exclusions:
Direct or Indirect Sunlight: If your item has experienced excessive and unexpected fading within 12 months of purchase, we will consider it a warranty issue on a case by case basis only if the correct precautions have been taken.
Water Damage: You will not be able to claim any repairs, replacements or refunds on any items purchased from the McKenzie & Willis range that have sustained damage from water.
Mildew: You will not be able to claim any repairs, replacements or refunds on any items purchased from the McKenzie & Willis range that have sustained damage from mildew. This is caused by the atmospheric conditions within your home.
Soiling: You will not be able to claim any repairs, replacements or refunds on any items purchased from the McKenzie & Willis range that have sustained damage through soiling.
Product Misuse: You will not be able to claim any repairs, replacements or refunds on any items purchased from the McKenzie & Willis range that have sustained damage through misuse of the item. The New Zealand Consumers Guarantees Act outlines that an item must be ‘fit for normal purpose and any other particular purpose you have told the trader you want them for’. If you feel the item you are purchasing may be used outside of what is considered normal for its product type please discuss this with us at the time of purchase.
Commercial Use: You will not be able to claim any repairs, replacements or refunds on any items purchased from the McKenzie & Willis range that have been used in a commercial environment, aside from the 2 year Window Furnishing commercial warranty. Commercial Use is considered alongside what is stated above regarding usage of an item being ‘fit for normal purposes’. If you are unsure – please discuss this with your sales consultant at the time of purchase.
Fabric Movement: (Window Furnishings Specific) You will not be able to claim any repairs, replacements or refunds on items purchased from the McKenzie & Willis Window Furnishings range that have been affected by fabric movement. This is caused by the combination of natural fibres and the atmospheric conditions within your home.
Washing or Dry Cleaning: (Window Furnishings Specific) You will not be able to claim any repairs, replacements or refunds on items purchased from the McKenzie & Willis Window Furnishings range that have experienced shrinkage or discolouration due to washing or dry cleaning.
Failure to Follow Care Instructions: You will not be able to claim any repairs, replacements or refunds on any items purchased from the McKenzie & Willis Home Linens range that have been affected by not following the care instructions provided by both McKenzie & Willis and the manufacturer. This includes the misuse of cleaning detergents as some can burn or bleach the fabric during the washing cycle.
Seconds and Clearance items: Seconds and clearance items that have a pre-identified flaw are not covered by this warranty and your consultant will advise you at the time of purchase.