Our Shipping and Returns Policy
Last updated: 4th Sept 2026
Where we ship:
We deliver anywhere in New Zealand. We do not currently ship outside New Zealand — if you are overseas and want Heatwell product, email us and we'll see what we can do.
Our installation service is separate from delivery and covers greater Auckland only, from Rodney to Franklin.
Dispatch:
Orders placed before 12pm on a business day are normally dispatched the same business day. Orders placed on a weekend or public holiday are dispatched the next business day.
Our trading hours are Monday to Friday, 9am to 4pm.
If something you have ordered is out of stock we will contact you before dispatching the rest of your order, so you can decide whether to wait or change the order.
Delivery times:
Once dispatched, delivery normally takes:
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Auckland: 1 to 2 business days
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Rest of the North Island: 2 to 3 business days
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South Island: 3 to 5 business days
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Rural addresses: add 1 to 2 business days
These are our courier's estimates, not guarantees. Weather, national holidays and courier backlogs can add time. If your order is time-critical — for example the tiler is booked — please phone us on 0800 392 853 before ordering so we can confirm what's realistic.
Shipping cost:
The exact shipping cost is shown at checkout before you pay. Shipping varies depending on location of delivery.
Auckland: Fixed rate of $10. Free shipping for purchases of $500 or higher.
North Island (excluding Auckland): Fixed rate of $15. Free shipping for purchases of $500 or higher.
South Island: Fixed rate of $20. Free shipping for purchases of $800 or higher.
Tracking:
We will email you a tracking number when your order is dispatched. If it hasn't arrived by the expected date, check the tracking first, then contact us and we will chase the courier.
Collection:
You are welcome to collect your order from 258 Forrest Hill Road, Forrest Hill, Auckland. Our store is open by appointment only, so please phone 0800 392 853 to arrange a time before coming in.
If your order arrives damaged:
Please check your order when it arrives. If the packaging or the product is damaged, contact us within 3 days on 0800 392 853 or at info@heatwell.co.nz, with photographs of the damage and the packaging if you can.
Do not install a cable that shows any sign of damage. Take an ohms reading first and compare it against the reading recorded on the spool. If the readings don't match, phone us before you go any further.
If your order doesn't arrive:
Contact us and we will trace it with the courier. If it can't be found, we will resend or refund your order.
Returns — change of mind:
We accept change-of-mind returns within 10 days of delivery, provided the product is unused, in its original packaging, and in resaleable condition. Return freight is at your cost. Once we receive and check the product we will refund the purchase price, excluding the original shipping cost.
Please note that we do not accept back any cable that has been unspooled as we cannot resell the product.
If you are unsure what size cable you need, please use our free Floor Measuring App or phone us before ordering. We would much rather spend five minutes on the phone than have you buy the wrong cable.
Returns — faulty or incorrect goods:
If a product is faulty, not as described, or not what you ordered, you have rights under the Consumer Guarantees Act 1993 and those rights are not affected by anything in this policy.
Contact us on 0800 392 853 or at info@heatwell.co.nz and tell us what the problem is. Depending on the fault we will repair, replace or refund, and we will cover the return freight. Please don't send anything back before speaking to us — in a good number of cases, particularly with thermostats, we can sort the problem out over the phone.
Warranty claims:
Our cable and thermostats carry warranties:
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Pro Series cable: 25 years
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Gold Series cable: 15 years
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Thermostats: 2 years
Cable warranties are given by the manufacturer and are conditional on installation in accordance with the Heatwell Best Practice guidelines. They do not cover damage caused by floor movement or cracking, or damage caused during or after installation by another trade.
For more information on Heatwells' Warranty.
To make a warranty claim, contact us with your order number, the date of installation, and the ohms test readings taken during installation. Those readings are the evidence a claim is assessed on, which is why our Best Practice process asks for them to be photographed and recorded.
Nothing in these warranties limits your rights under the Consumer Guarantees Act.
Trade and business customers:
Where you buy from Heatwell for the purposes of a business, the Consumer Guarantees Act does not apply, and the guarantees in that Act are contracted out of by agreement between us. Your rights under this policy and under the manufacturer's warranty still apply.
Cancelling an order:
If you need to cancel, phone us on 0800 392 853 as soon as you can. If the order hasn't been dispatched we will cancel and refund it in full. If it has already gone, treat it as a return under the section above.
Contact:
Heatwell Under Floor Ltd
258 Forrest Hill Road, Forrest Hill, Auckland 0620
0800 392 853
Monday to Friday, 8am to 5pm