FAQ

  • We pack and ship every order with care so your gear arrives safely and ready to build.

    Processing Times

    • In-stock items: dispatched within 2–3 business days

    • Custom orders: please allow 5–10 business days depending on the job size
      (We’ll let you know if there are any delays)

    Shipping Within New Zealand

    • We ship via trusted couriers nationwide

    • You’ll receive a tracking number once your order is on the way

    • Standard delivery time is 2–5 business days, depending on your location

    Rural deliveries may take slightly longer

    Shipping Rates

    Shipping costs are calculated at checkout based on weight, size, and delivery location.
    Large or heavy items (like bulk steel pipes) may incur a freight surcharge — we’ll contact you if this applies.

    International Shipping

    We currently ship within New Zealand only. If you’re overseas and interested in our products, get in touch — we may be able to work something out.

    Missed or Returned Deliveries

    If a delivery is missed or returned to us due to an incorrect address, re-shipping charges may apply.

    Damaged Goods in Transit

    If your order arrives damaged, please:

    1. Take clear photos of the damage (including packaging)

    2. Contact us within 7 days of delivery

    3. We’ll sort it — either by replacing the item or issuing a refund

    Questions?

    Email us at admin@rgec.co.nz with any shipping queries — we’re happy to help!

  • Returns & Exchanges Policy

    We want you to feel confident building with us. If something isn’t quite right, we’re here to help.

    This policy is written in line with the New Zealand Consumer Guarantees Act (CGA) and your rights are protected under the law.

    Eligibility for Returns

    You can return eligible items within 7 days of delivery if:

    • The item is unused, in original condition, and in its original packaging

    • The item is not custom-cut, modified, or made-to-order

    • You can provide proof of purchase

    Please note:
    We do not accept returns for:

    • Change of mind

    • Sale or clearance items

    • Custom-cut or made-to-order products

    🛠️ Faulty or Incorrect Items

    If your order arrives damaged, faulty, or not as described, please contact us within 7 days of delivery.
    In line with the Consumer Guarantees Act, you’re entitled to a repair, replacement, or refund — and we’ll make it right quickly.

    Return Shipping

    • Return shipping is at your cost (unless we made a mistake or the item is faulty)

    • We recommend using tracked postage so your return doesn’t get lost

    • Once your return is received and approved, we’ll issue a refund to your original payment method

    How to Start a Return

    Email us at admin@rgec.co.nz with:

    • Your order number

    • What you’d like to return or exchange

    • A short reason (this helps us improve)

    We’ll respond within 2 business days with the next steps.

    Important Notes

    • Items returned without prior contact may not be accepted

    • Refunds apply only to eligible items returned in original condition

    • We reserve the right to reject returns that don’t meet these terms

  • We take pride in delivering high-quality, made-to-order products built to your exact specs. Here’s how we handle custom orders and what to do if something arrives damaged.

    Custom Orders (Non-Returnable)

    Custom items are made just for you — this includes:

    • Cut-to-length steel pipe or components

    • Custom shelving kits

    • Modified or pre-assembled parts

    Because these items are made to order, we do not accept returns or offer refunds on custom products due to change of mind, ordering error, or incorrect measurements provided.

    Please double-check your measurements and order details carefully before confirming your custom build.

    However, if your custom item arrives damaged or has a fault, we’ll put it right.

    Damaged or Faulty Items

    If your item arrives damaged, faulty, or not what you ordered, we’ll fix it — no stress.

    Please contact us within 7 days of receiving your item, with:

    • Your order number

    • Clear photos of the damage or issue

    • A description of the problem

    We’ll assess the situation and offer a replacement, repair, or refund, in line with the New Zealand Consumer Guarantees Act (CGA).

    Return Shipping for Damaged Items

    If we’ve sent a damaged or incorrect item:

    • We’ll cover the cost of return shipping or arrange pickup if needed

    • In some cases, we may not require the item to be returned — we’ll let you know

    • Replacements or refunds will be processed once the issue is confirmed

    Need Help?

    Get in touch at admin@rgec.co.nz and we’ll respond within 2 business days.

    We’re a small team, and we want to make sure you’re looked after properly.