Frequently Asked Questions

The price is based on the quotation we provide and is confirmed when we accept your order. If no quotation is issued, the price will be the price in effect at the time the goods are dispatched.  Unless stated otherwise, all prices are exclusive of GST.

Unless agreed otherwise, prices do not include delivery, freight, storage, handling or third-party logistics charges. These charges are additional and are outlined in our Freight & Charges Schedule or confirmed at the time of order.

Yes but only in specific circumstances where costs have changed beyond our reasonable control, prices may be adjusted before dispatch or collection.  These include where there are:

• increases in raw material, manufacturing or labour costs;
• currency fluctuations;
• changes requested to quantities, specifications or delivery dates; or
• delays or additional costs arising from customer instructions or site conditions.

Where practicable, we will advise you of any price adjustment before dispatch or collection.

An order becomes binding when we confirm acceptance of the order, or earlier if the goods are dispatched or made available for collection.

Once an order has been accepted, cancellation or changes are subject to Iplex approval.  This includes if the order has been processed and picked but not yet delivered.

To request a cancellation or amendment, please contact Iplex Sales Support on 0800 800 262. If approved, restocking, storage, freight, handling or other charges may apply. Returns are subject to our Returns Policy and Terms and Conditions

The small order surcharge helps cover the fixed costs associated with processing smaller orders, including:

• order processing and administration;
• picking, packing and packaging materials; and
• general operating overheads.

No. Delivery and collection times are estimates only and are subject to product availability, transport schedules, site conditions and other circumstances outside our reasonable control.

Delays may occur due to weather events, traffic conditions, road closures, vehicle breakdowns, accidents, loading delays or other operational factors.

Where available, urgent or priority deliveries may be arranged and additional charges may apply. All delivery timeframes remain estimates and are not guaranteed.

To allow safe and efficient delivery, please ensure

• Safe and clear access
• A suitable unloading area
• Appropriate lifting equipment where required
• Trained personnel are available to assist with unloading.
• Hazards such as overhead power lines are identified and managed

If delivery or unloading cannot be completed safely or reasonably, delivery may be delayed, suspended or rescheduled.

Additional charges may apply, including waiting time, stand-by time, storage, handling, redelivery or third-party transport costs.

We’ll work with you where possible to minimise disruption, while delivery remains subject to site conditions and logistics.

Where delivery cannot be completed due to access, safety, site readiness or acceptance issues, additional charges may apply, including:

• waiting or stand-by charges;
• redelivery or rebooking costs;
• storage charges;
• handling or rehandling costs; and
• third-party carrier charges.

Refer to our Freight & Charges Schedule for further details.

Unless otherwise agreed, the customer is responsible for unloading the goods safely and must provide suitable equipment and personnel.

After delivery or collection, you are responsible for safely storing and handling goods in accordance with our guidance. This includes storing goods on stable ground, supporting them appropriately, and protecting them from damage.

Yes. Environmental conditions such as UV exposure, temperature and ground conditions can affect performance. Issues caused by environmental exposure, handling or storage outside our guidance are not covered by our warranty.

Once goods are delivered or collected, responsibility for their handling, storage and security rests with you. 

Yes. Collections are available from our site locations between 10:00am and 3:00pm.

Under normal operating conditions, customers should allow a minimum of two hours from order confirmation before collection. Standard orders should generally be placed before 1:00pm to be eligible for same-day collection.

All customers collecting product need to have been inducted to the site or have viewed this site induction video; https://youtu.be/BiOkrpBldZY  outlining key health and safety details.

• Palmerston North: 67 Malden Street, Roslyn
• Christchurch: 22 Braeburn Drive, Hornby
• Ashburton: 13 Ashford Avenue, Newland

You should inspect goods as soon as reasonably practicable after unloading to check quantities and identify any apparent damage, shortages or defects.

To help us investigate and resolve issues promptly:

• transport-related damage should be noted on delivery documentation at the time of delivery;
• visible damage or shortages should be reported within 24 hours of delivery;
• hidden defects should be reported within 7 days of discovery; and
• warranty-related defects must be notified within 30 days of becoming aware of the defect.

Please retain the goods and provide relevant order, delivery and product details when making a claim. An Iplex representative must be given a reasonable opportunity to inspect the goods.

Where possible, goods should not be used, installed or altered before inspection. Doing so may affect your ability to make a claim (except where necessary for safety or to prevent further damage).

Please notify us as soon as possible and provide photographs and delivery details where available. We will assess the claim in accordance with our claims process.

Returns are accepted for standard PVC pipes and fittings only and must follow the Return Material Authorisation (RMA) process.

Returns are not accepted for:

• Polyethylene (PE) pipe, due to its susceptibility to damage
• Any made-to-order products

All return requests must be inspected and approved by your local Territory Manager or Sales Manager. Items must be in a clean, unused, and original condition before they can be returned.

The outcome of this approval will be an RMA number which must accompany the physical return of product and will enable a credit to be applied.  A restocking fee plus any return freight as required will be applied.

You should notify Iplex in writing as soon as possible after discovering the defect and within the applicable claim timeframes.

The affected goods must be retained and made available for inspection before any repair, alteration, removal or disposal occurs.

If a covered defect is confirmed within 12 months from the dispatch date and the claim complies with our claims process, Iplex may, at its option, repair or replace the affected goods or remedy the affected services.

Unless required by law, warranty does not cover:

• removal, excavation or reinstatement costs;
• reinstallation, stand-by or delay costs;
• indirect or consequential losses;
• misuse, neglect, accident or fair wear and tear;
• incorrect storage, handling or installation;
• failure to follow Iplex instructions or good trade practice;
• alterations or modifications carried out by third parties;
• defects arising from customer-supplied designs or specifications; or
• environmental conditions or site conditions outside Iplex recommendations

Yes. Any claim relating to goods, services or their supply must be brought within two years from the date of the first invoice issued under the relevant contract.

Unless otherwise agreed, payment is due on the 20th of the month following delivery or service completion.

Late payment may result in interest charges, suspension of supply, credit terms or cancellation of orders. If you anticipate delays, we encourage early discussion.

Risk passes on delivery or collection, but ownership remains with us until payment is made in full.