Terms & Conditions - Delivery, Returns & Shipping

Delivery

What is the charge for delivery?

Orders over $90 (Including GST) qualify for free shipping when purchased from www.TENA.co.nz

Orders $89.99 (Including GST) or below, will incur a $6.90 shipping fee (Including GST)

 

How long will it take for my order to be processed?

Once you have placed your order it will be dispatched within 24 hours after the shipping notification has been sent to you.

Any orders completed on TENA.co.nz will be sent to our fulfilment partner and ship on the same day if orders are placed before 3pm NZT.

You may not receive the order confirmation immediately as our team will need to manually advise, which could be 1-2 days delayed, thus your orders may be received before we send you the confirmation notice.

We're currently in the process in improving this experience for you

Approximate Lead times for North & South Island:

Metro areas: 2-3 business days (from the next business day after you receive your shipping notification)

Regional and remote locations: 3-5 days

Please expect delivery to be greater than business days (from the next business day after you receive your shipping notification).

Please contact our Customer Service team on  0800 443 068 for an approximate eta if required.

    Will my order be shipped in discrete outer packaging?

    Check the tick box at the checkout and we will wrap your delivery in brown paper packaging so you can be assured there will be no TENA branding on the outside wrapping. 

    We currently use Officemax as our fulfilment partner and may contain Officemax branding & assets.

    Can I track my order?

    We do not currently have tracking available. If at any time you have queries about the location of your order, please contact us team via email tena.anz@essity.com or by completing your information on our Contact Us page. Please provide your order details to assist us with your query. 

    What will happen if I'm not home when my order arrives?

    The delivery agent will leave a card advising that they attempted delivery and leave instructions on where you can collect your package.

    If you think you may not be home, you can also advise us by making a note in the ‘Special Instructions’ when placing your order detailing where you would like the goods to be delivered eg. "Please leave at front door if no one is home". This message will be passed onto the delivery agent. Any other special delivery instructions should be provided when placing your order. 


    How will I receive my invoice?

    You will receive your invoice via reply email at time of order placement. 

    Do you accept international orders?

    We regret that we can only supply customers within New Zealand


    Returns

    To request a return, please contact Customer Service by emailing tena.anz@essity.com or calling 0800 443 068.
    Please provide your name, order reference or invoice number and the reason for your return.

    We offer returns and refunds under the following conditions:

    • All returns must be made to TENA NZ within 14 days of delivery or discovery of a fault in the goods.

    • Due to hygiene and safety standards, opened products cannot be returned, unless faulty.  

    • All goods must be returned in original condition - unopened, unmarked and in a re-sellable condition.

    • If your product arrives damaged or faulty, we can arrange replacement stock. Our customer service representative will provide instructions on how to return the faulty product via our reply paid address at no cost to you.

    • Change of mind or incorrect order returns requires approval and are assessed on a case-by-case basis. 

    • An $11 re-stocking fee on all goods that are returned due to incorrect ordering or change of mind.

    • Refunds can only be issued back to the original payment method used at the time of purchase. This applies in the situation where the card has expired, been replaced or account has changed. For security purposes, refunds cannot be sent to a different card or account. 

    • Returns returned to an unapproved or incorrect address will not qualify for a refund. 

    • TENA NZ reserves the right to not accept any returned goods that do not comply with these terms and conditions.