Terms and Conditions | Rug Doctor

IMPORTANT NOTICE: Rug Doctor machines cannot be used for flooding purposes

Rug Doctor Terms & Conditions

Terms and Conditions between Rug Doctor (New Zealand) Limited ("Rug Doctor") and the customer

These Terms and Conditions govern the use of the Rug Doctor service including online shopping and participating in promotions run by Rug Doctor.

Purchasing from rugdoctor.co.nz

Rug Doctor shopping gives customers convenient, quick, easy and secure shopping.  Products displayed on the site's shopping area can be purchased using secure online MasterCard and Visa transaction facilities.  Customers can be confident that all of their details are protected by the latest security mechanisms and are used only for purposes of transaction fulfilment.


All prices in the shopping area are in New Zealand dollars (NZ$) and include GST (15% sales tax).  All prices are correct at the time of publication, however we reserve the right to alter prices for any reason.  If this should happen after you have ordered a product, we will contact you prior to processing your order.

Delivery Policy

Orders placed Monday to Friday will be shipped within 48 hours of payment being received.  Orders placed on weekends/public holidays will be shipped within 72 hours or the next working day.  We will not deliver to a Post Office Box.  Delivery times are estimated at 2 – 3 workings days.  Rural deliveries may take up to a further 5 days from standard delivery times.  Should you feel that your goods do not arrive in good condition, please feel free to contact us immediately.

Any quotations of delivery times by the seller are made in good faith but are estimates and Rug Doctor shall not be bound by such quotation.

Refunds / Cancellation

Refunds will be issued if the following has occurred:

  • Good supplied by Rug Doctor have been charged incorrectly
  • Goods cannot be supplied due to stock shortage
  • Incorrect goods have been supplied
  • Goods are faulty and cannot be repaired or replaced

Refunds are credited in the manner in which they were originally paid.

Orders cannot be cancelled once the order has been made and the payment has been processed.

Returns and Replacements

The customer may return any item purchased in new condition (unused with original packaging and tags attached) within 7 days of delivery for a credit or full refund less shipping costs.  Rug Doctor do not accept “change of mind purchases”.  Send Rug Doctor an email to office@rugdoctor.co.nz quoting your name, invoice number and reason for return.  Any return courier charges are at the customer's expense.  If the wrong product has been supplied by Rug Doctor, then Rug Doctor will pay the return freight.  This will be done at Rug Doctor's option, by courier pickup at the customer's premises, by posting a courier ticket to the customer or by reimbursement of the freight cost at the same cost that was charged to the customer to send the original item. 


The customer shall ensure that the goods ordered are suitable for the purpose for which they are required before purchasing and Rug Doctor is under no liability if they are not.  All Rug Doctor machines and accessories have a 1 year warranty.

The warranty does not cover damage from misuse, accident, negligent, inappropriate or improper operation, maintenance, installation, modification or adjustment.

Rug Doctor's liability under this contract and the warranty in this clause is confined to the customer.  Rug Doctor has no liability to any purchaser of the goods from the customer in that the customer's rights under the contract are not assignable without the prior written consent of Rug Doctor.


We use the secure Hosted Payment page solution from DPS to process online orders.  Customers can see their cards being authorized and debited in real time, all in an SSL secure environment.  The Hosted Payment page enables us to offer customers a safe and speedy online shopping experience.  DPS is committed to protecting the security of your data.  We use a variety of security technologies and procedures to help protect your personal information from unauthorized access, use or disclosure.  For example, we store the personal information you provide in computer servers with limited access that are located in controlled facilities secured by the latest in surveillance and security technology.  When we transmit sensitive information (such as a credit card numbers) over the internet, we protect it through the use of encryption, such as the Secure Socket Layer (SSL) protocol.  DPS is also certified AIS compliant.

Force Majeure

Rug Doctor shall not be liable to the customer for any loss or damage directly or indirectly arising out of or in connection with any delay in delivery of the goods, or failure to perform any term of this contract where such delay or failure is caused directly or indirectly by an act of God, fire, armed conflict, labour dispute, civil commotion, intervention of a government, inability to obtain labour, materials or facilities and accidents, interruptions of, or delay in transportation or any other cause beyond Rug Doctor's control.

Disputes and Proper Law

If a dispute arises between Rug Doctor and the customer, the parties must first discuss the dispute and, in good faith, try and settle it.  If the parties cannot resolve the dispute, they must then refer it to mediation by a person appointed by LEADR or its successor before taking any other action.

Contact Details

If you have any queries regarding shopping with rugdoctor.co.nz, please contact us as follows: email office@rugdoctor.co.nz or call 0800 800 245.  Our postal address is: PO Box 660, Whangaparaoa 0943, and our physical address is: 20 – 26 David Sidwell Place, Whangaparaoa, Auckland.

Limitation of Liability

Rug Doctor shall not be liable to the customer, or to any other person, for any loss or damage:

  • Caused by any delay in delivery or failure to deliver however that delay or failure is caused; or
  • Arising directly or indirectly from goods supplied or their use.

Rug Doctor shall not be liable for any direct, indirect, special, consequential or punitive damages suffered by the customer or any other person caused by any breach by Rug Doctor of any of Rug Doctor's obligations hereunder or arising out of the customer's access to or inability to access this site or the services provided.  This includes viruses alleged to have been obtained from using this site, the customer's use of or reliance on this site or any of the information or materials available on the site, regardless of the type of claim or the nature of the cause of action.

Law of the contract

These terms and conditions shall be governed by the laws of New Zealand.