Detailed dispatch, large-item freight, delivery, damage, cancellation, return, refund and consumer-remedy information for GroundGO mower orders and outdoor services.

1. Scope

This policy applies to GroundGO M1 and GroundGO M1 Pro orders delivered within New Zealand and to cancellation or refund issues for GroundGO outdoor services. It forms part of the Terms & Conditions and does not reduce rights that apply under New Zealand law.

2. Order processing and dispatch

After payment, stock and delivery details are confirmed, GroundGO prepares mower orders for dispatch within two working days. Working days exclude weekends and New Zealand public holidays.

An order placed after a daily processing cut-off may be treated as received on the next working day
GroundGO may contact the customer to confirm access, postcode, rural status or depot requirements
Tracking or a freight-reference number is provided when available
A dispatch notice does not change the product warranty or consumer rights

3. Carriers

GroundGO uses Mainfreight or StraitNZ according to the destination, freight lane, depot and service requirements. GroundGO may use another suitable carrier where necessary and remains responsible for its legal obligations as the seller.

4. Flat-rate freight

The applicable flat freight amount must be displayed before payment and added to the selected mower price. The website must not accept payment until that amount is configured. Rural, island, depot-transfer, restricted-access or non-standard requirements may require a separately disclosed charge before order acceptance.

5. Delivery targets

Transit estimates begin after dispatch, not when the order is submitted.

North Island target: 2–3 working days after dispatch
South Island target: 5–7 working days after dispatch
Rural, island, remote and inter-depot freight can take longer
Targets are not guaranteed appointment times, but GroundGO will provide delivery within the agreed or otherwise reasonable period required by law

6. Delivery address and access

The customer must provide an accurate address, postcode, telephone number and access information suitable for a large freight item.

Tell GroundGO about stairs, steep or narrow access, gated roads, construction sites and rural delivery conditions
GroundGO is not required to carry the mower through a building or assemble it unless specifically agreed
A redelivery, storage or address-correction charge caused by incorrect customer information may be passed on where reasonable and disclosed
Do not request delivery to a place where lawful or safe access is unavailable

7. Delivery contact, depot collection and authority to leave

The carrier may contact the recipient to coordinate delivery or depot collection. Authority to leave applies only if offered and accepted. Giving authority to leave may affect responsibility for loss occurring after compliant delivery, but it does not remove rights relating to a product that was already faulty, damaged or incorrectly supplied.

8. Delivery delays

Weather, ferry disruption, road closure, natural events, depot congestion and other events outside reasonable control may delay freight. GroundGO will provide available updates and work toward a reasonable solution. Legal rights concerning late or failed delivery remain available.

9. Inspection on delivery

Inspect the outer packaging before signing where practical and inspect the mower as soon as reasonably possible. Note obvious damage on the carrier record, keep packaging and photograph the damage, shipping label and affected parts.

Prompt notice helps GroundGO investigate with the carrier
Failure to report immediately does not automatically remove Consumer Guarantees Act rights
Do not fuel, start or continue using a mower that appears unsafe or materially damaged

10. Missing, incorrect or incomplete orders

Contact GroundGO with the order number and evidence if the wrong model arrives, a listed component is missing or the quantity is incorrect. Keep the item and packaging secure while GroundGO provides instructions.

11. Faulty, damaged, unsafe or misdescribed goods

Where a mower fails a Consumer Guarantees Act guarantee, the available remedy depends on whether the failure can be remedied and whether it is substantial. GroundGO may inspect the product and, where lawful, choose repair, replacement or refund for a remediable failure. A substantial failure may give the consumer the rights provided by the Act.

Reasonable return or assessment costs for a valid fault are handled as required by law
Do not commission an unauthorised repair before GroundGO has a reasonable opportunity to assess
GroundGO may arrange an appointed third-party service centre
An express one-year warranty does not shorten statutory consumer rights

12. Change-of-mind returns

New Zealand law does not generally require a business to accept a return because the customer changed their mind, found a cheaper product, selected the wrong model or no longer needs the mower. GroundGO may approve a discretionary return in writing but is not obliged to do so.

Obtain written authorisation before sending anything
The mower must be unused, unfuelled, complete and safely packed in resalable condition
Original and return freight plus reasonable handling may be deducted where disclosed and lawful
A discretionary policy never replaces rights for faulty or misdescribed goods

13. Return authorisation and safe freight

Petrol-powered equipment cannot be returned casually through ordinary parcel services. GroundGO will provide the return address, carrier, fuel and packaging instructions after reviewing the request.

Do not ship a mower containing fuel unless expressly permitted and packaged under carrier rules
Secure oil and movable components as instructed
Include the order number and requested evidence
Unauthorised freight may be refused where accepting it would be unsafe

14. Refunds

An approved refund is made to the original payment method where practical after the required assessment and product return. Bank and payment-provider processing times are outside GroundGO’s direct control. GroundGO will not deduct a restocking charge from a remedy required under the Consumer Guarantees Act.

15. Service cancellations and rescheduling

Service cancellation rules will be disclosed in the quotation or booking confirmation. GroundGO may reschedule for unsafe weather, access or site conditions. If GroundGO cannot provide an accepted prepaid service within a reasonable time, the customer may be entitled to cancellation or another remedy under applicable law.

Give as much notice as reasonably possible
A reasonable attendance charge may apply only where disclosed and the customer caused the failed visit
No charge removes rights for a service GroundGO failed to provide with reasonable care and skill

16. How to request help

Use the GroundGO Contact page and provide the name, order or quote number, model, serial number where relevant, date, address and a clear description. For product damage or faults, include photos or video if safe to do so.

Shipping & Returns