Terms of service

1. These terms

These terms, together with the quote you accept, form the agreement between you and Wand. By booking with Wand, you accept these terms, and they take effect when you confirm your booking.

We may update these terms from time to time. Any updates apply only to future bookings, unless we agree otherwise with you. The version that applies to your job is the one in effect when you booked.

Nothing in these terms limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986. If anything here ever conflicts with those Acts for a consumer, those Acts apply.

2. What we do

Wand provides:

• Assembly of kitset, flatpack and similar products.
• Disassembly of the same kinds of products.
• Relocation of items we assemble or disassemble, including between addresses.
• Removal of items and packaging connected with the work. See section 11.

We build to the manufacturer's instructions for the product. If you ask us to build something in a way the instructions do not describe, we may decline, or do it on the basis that we are not responsible for the result.

Wall fixing and anti-tip fixing are included only where the manufacturer's instructions require it, or where we specifically agree to it in your quote. See section 10.

What we do not do

To keep our work safe and within what we are good at, the following are out of scope:

• Electrical, plumbing, gas, or any work that needs a licensed or skilled trade.
• Any structure or work that needs a building consent, council permission, or a landlord's or body corporate's permission to proceed.
• Wall fixing where the manufacturer's instructions do not require it, unless we have agreed to it in your quote.
• Repairs, alterations, or modifications to a product beyond what the instructions describe.

If a job turns out to need any of the above, we will tell you and stop at the point it becomes necessary. We can often still complete the rest of the job.

3. The product you are having assembled

You choose and buy the product. You are responsible for making sure it suits your space, your intended use, your wall type and floor surface, your access, and any measurements that matter. Unless we have agreed to measure or assess your site as part of the job, checking that the product will fit and can be assembled and used safely in the space is up to you.

We are not responsible for the design, quality, safety, suitability, warranty, or instructions of the product itself. Those sit with the retailer or manufacturer you bought it from.

4. Quotes and pricing

We quote each job individually. Prices are shown including GST.

A quote includes a base visit fee that covers travel and setup, plus the labour for the work itself. The base visit fee applies to the job as a whole, and the amount is shown in your quote.

Your quote assumes the site is ready for us. By default we assume:

• A clear, dry, safe working area, with enough room to complete the job inside the relevant room and no furniture or obstructions in the way.
• The items to be assembled, with all their parts, fixings and instructions, present and close to where the work will happen.
• Ordinary access and nearby lawful parking, with no unusual stairs, lifts, long carries, steep driveways, or restricted access unless you tell us before we quote.

Some items need two people to lift or assemble safely. If the information we are given before quoting turns out to be incomplete, the job may take longer, cost more, need a second person, or in some cases not go ahead. We will always talk to you before doing anything that changes the price.

Quotes are valid for 7 days from the date we send them. After that, prices and availability may change, and we may need to send you a fresh quote.

5. Before we arrive

You book by confirming your quote and agreeing a time with us. The time we agree is when we expect to arrive. It is not how long the job will take.

To help the visit go smoothly, please:

• Have the items to be assembled in or near the room where they will be used, with all parts, fixings and instructions together. We understand some boxes are heavy or awkward. If an item is too heavy for you to move safely, tell us in advance. We will help where we reasonably can, but moving large items is not always something we can do safely on site, and it may affect how long the job takes or what it costs.
• Clear and prepare the working area so we have safe, unobstructed space to work, with no furniture in the way. If you would like floor coverings down to protect your floors, please lay them before we arrive.
• Move fragile, valuable, or personal items out of the work area.
• Keep the area safe for everyone, including us, and keep children and pets clear of the work area while we are working.

By booking, you confirm that you own the property or have permission from the owner, landlord, body corporate, or other relevant person for us to carry out the work, including any drilling, wall fixing, access, removal, or relocation you ask us to do.

Being present. For work inside your home, please have an adult (18 or over) present for the visit. If that is not possible, you can arrange secure contactless access with us in advance. For work that takes place entirely outside, such as in a yard or garage, you do not need to be present, as long as we have safe access to the area and anything we need to complete the job.

6. Access and site conditions

We need safe access to your property, somewhere reasonable to park nearby, and a clear path to the work area. If we cannot safely access the property or the work area, or the conditions on site are unsafe, we may not be able to start or finish the job. See section 7 on wasted visits.

7. Changing or cancelling a booking

If you need to change or cancel a booking, please give us at least 24 hours' notice. We will happily move you to another time.

If you cancel or reschedule with less than 24 hours' notice, or we arrive ready to work and cannot start or finish the job for a reason on your side (for example no safe access, the area is not ready, no one is present for indoor work, or the items or parts are not there), we may charge the base visit fee shown in your quote. This covers the travel and setup time we set aside for you. We may waive this fee where the issue was outside your reasonable control, and we will always try to be fair about it.

If we have to change or reschedule a visit, for example because of illness or a job running long, we will let you know as soon as we can. If we cannot make the time we agreed, you can cancel that booking without penalty. To the extent the law allows, we are not responsible for other costs you may incur as a result of a delay, cancellation, or change to the timing of our visit.

8. How we do the work

We carry out the work with reasonable care and skill, following the manufacturer's instructions for the product.

We take reasonable care to avoid damage. Some minor marks to packaging, hidden surfaces, or the work area can happen despite reasonable care, particularly where products are heavy, awkward, tightly packed, or already marked when unpacked. We are responsible where damage is caused by our failure to use reasonable care and skill.

We are not responsible for pre-existing damage or ordinary wear and tear, or for damage to fragile, valuable, or personal items left in the work area, except where it results from our failure to use reasonable care and skill.

9. Missing, damaged or incorrect parts

We assemble the product you have bought. We are not the retailer or manufacturer, so we cannot supply replacement parts.

If we find that parts are missing, damaged, or incorrect, we will let you know and describe the problem so you can take it up with the retailer. It is your responsibility to obtain replacement or correct parts.

Where we can, we will complete as much of the job as possible and arrange to return once you have the right parts. We will tell you the cost of a return visit before we book it. If missing, damaged, or incorrect parts stop us completing the job, you remain responsible for the work we have completed up to that point, unless the problem was caused by us.

10. Wall fixing and anti-tip fixing

Some products are designed to be fixed to a wall, including anti-tip fixing that stops furniture from tipping over.

Where the manufacturer's instructions call for an item to be fixed to a wall, we will do this as part of the job, provided it is safe and the wall is suitable. Standard fixing into ordinary plasterboard or timber framing is included. Masonry, concrete, tile, stone, or unusual walls may need specialist fixings, which may cost more or, in some cases, may not be something we can do.

We do not detect hidden wiring, pipes, or services unless they are obvious. Please tell us before the visit about anything we should know, such as known wiring, plumbing, waterproofing, underfloor heating, tiles, stone, or fragile surfaces.

You are responsible for having permission to fix items to the wall, for example if you rent or are in a body corporate.

If you decline anti-tip or wall fixing where the instructions recommend or require it, we will note this with you in writing. To the extent the harm or damage results from the item not being fixed after we have told you fixing is recommended or required, we are not responsible for it. If a wall is unsuitable or it is not safe to fix the item, we will tell you and may not be able to fix it.

11. Removal and disposal

Some jobs include moving an item within your property, taking away packaging, or removing and disposing of an old item. We will set out in your quote what removal covers for your job.

Where we remove an item for disposal:

• You confirm that you own the item, or have permission to dispose of it.
• A disposal fee may apply, and we will show it in your quote.
• We may recycle, donate, or otherwise dispose of the item as we see fit.
• Once an item has been removed for disposal, it cannot be returned to you.
• We cannot take away hazardous items or anything we are not lawfully able to transport or dispose of.

12. Our workmanship guarantee

If you think we have not assembled an item according to the manufacturer's instructions, please tell us as soon as you reasonably can. If you tell us within 30 days and the issue is covered by this guarantee, we will come back and put it right at no charge.

This guarantee covers our workmanship only. It does not cover:

• Faults with the product itself, or missing, damaged or incorrect parts supplied by the retailer or manufacturer.
• Normal wear and tear, or damage from use after we have left.
• Misuse, overloading, or accidental damage.
• Any changes, adjustments, repairs or work done to the item by you or someone else after we finish.
• Items we were asked to assemble in a way the instructions do not describe.

This guarantee is in addition to your rights under the Consumer Guarantees Act 1993, which continue to apply beyond 30 days.

13. Damage to your property

We take care in your home and aim to leave the work area as we found it. If we cause damage to your property through our work, let us know promptly and we will work with you to put it right. Wand holds public liability insurance covering the work we do.

14. Approved assemblers and subcontractors

Wand may carry out your job directly, or use an approved Wand assembler. An approved assembler may be an employee, contractor, or subcontractor.

Where we use an approved assembler, Wand remains responsible to you for the service provided under these terms. The assembler carries out the work on Wand's behalf and to Wand's standards.

We take reasonable care when selecting approved assemblers. We may require approved assemblers to hold their own public liability insurance, but whether any insurance responds to a particular claim depends on the circumstances and the terms of the relevant policy.

If you have any issue with the work, please contact Wand directly so we can help resolve it.

15. Health and safety

Your safety, our safety, and the safety of anyone else on site come first.

We may stop or decline a job, without penalty to Wand, if the site or situation is unsafe. This includes unsafe structures or surfaces, conditions that put anyone at risk, or behaviour that makes it unsafe or unreasonable for us to work, including aggression or intoxication.

Please keep the work area clear and safe, and keep children and pets away from where we are working.

16. Payment

Payment is due on completion, unless your invoice states another due date. If we send an invoice after the visit, payment is due within 7 days of the invoice date, unless we agree otherwise.

We do not usually take a deposit. For larger jobs, we may ask for a deposit before the visit, at our discretion. We will tell you in advance if we do.

We accept bank transfer, card payment, and online payment.

If an invoice is unpaid after its due date, we may recover reasonable debt collection or other reasonable costs we incur in recovering the amount, to the extent the law allows. We will contact you before taking that step.

17. If we cannot complete a job

If we are unable to complete a job, we will do what we reasonably can to resolve it with you, including completing it at another time or refunding you for work we have not done.

18. Our responsibility to you

We are responsible for carrying out the work with reasonable care and skill, as required by the Consumer Guarantees Act 1993.

Nothing in these terms limits or excludes any rights you have under the Consumer Guarantees Act 1993, the Fair Trading Act 1986, or any other law that cannot be limited or excluded.

To the extent the law allows, we are not responsible for indirect or consequential loss, loss of income, loss of savings, or loss of opportunity arising from a booking, delay, cancellation, or reschedule.

For non-consumer bookings, and to the extent the law allows, our total liability for any one job is limited to the amount paid or payable for that job.

This section does not limit our responsibility for loss or damage caused by our failure to use reasonable care and skill.

Business customers. If you are acquiring the services for the purposes of a business, you agree that the Consumer Guarantees Act 1993 is excluded to the maximum extent permitted by law, and that it is fair and reasonable for the parties to be bound by this exclusion. If you are not acquiring the services for business purposes, this business customer section does not apply.

19. Photos and job records

We may take photos before, during, and after the work as a record of the job. These can include existing damage, product labels, missing or damaged parts, access conditions, the completed work, and anything that prevents completion. By booking, you consent to us taking and keeping these photos for our own job records. We keep them only as long as we reasonably need them for that purpose. We will not use them for marketing or publish them without asking you separately.

20. Privacy

We collect your contact details and job information so we can quote, book, carry out, and invoice your job, and stay in touch about it.

To run the service, we may share your information with the people and tools we use to deliver it, such as our assemblers, payment providers, accounting software, insurers, and professional advisers. Some of this information is stored in third-party software we use to run Wand. We handle your information in line with the Privacy Act 2020.

You can ask to see or correct the information we hold about you by emailing hi@wand.co.nz. If a privacy breach happens that could cause serious harm, we will act on it promptly and notify you and the Privacy Commissioner where the law requires.

Our full privacy policy is available at our privacy policy and explains in more detail what we collect, how we use and store it, who we share it with, and how long we keep it.

21. Complaints, disputes and governing law

If something is not right, please tell us. Email hi@wand.co.nz and we will work with you to sort it out. Most things are resolved quickly with a conversation.

These terms are governed by New Zealand law. Any dispute may be dealt with by the New Zealand courts or, where it applies, the Disputes Tribunal.

Who we are. Wand is operated by Envelope Group Limited, trading as Wand. GST registered. NZBN 9429030960930. Contact: hi@wand.co.nz.

Wand. Box to built.