SUPPORT SERVICES, CARE OF PRODUCTS AND WARRANTY
Dispatch & Delivery of Orders
We are based in New Zealand and only ship within New Zealand. However, shipping to other countries may be possible on request – please contact us at sales@custodi.co.nz to enquire before placing an order.
Please allow 1 to 3 business days for the processing and fulfillment of your order, subject to availability of stock and other factors. Should the item be out of stock, we will advise you promptly. Once your order has been dispatched, you will receive a confirmation email with the tracking number, if applicable.
Customers must ensure that the correct delivery address is provided during checkout. Customers living in rural delivery sectors must include this in the address details. Please ensure that the delivery address and delivery instructions you provide are correct. If the address and/or delivery instructions you provide are incorrect, an additional fee may apply.
Deliveries within New Zealand usually take 2 to 3 working days. However, due to road conditions and events outside of our control, there may be delays. We will not be held liable or responsible for Courier or NZ Post delays or errors.
We do not assume any risk or liability for delays or non-fulfillment of shipments due to acts of war, strikes, breakdowns, fires, or other causes beyond our control.
We are not responsible for Lost, Damaged, or Stolen Packages. If your item happens to get lost, damaged, or stolen, we will do our best to assist you by providing you with the tracking number and shipment details. It is the customer’s responsibility to solve the issue with the Postal Office and/or Courier. Please understand that lost, damaged, or stolen packages are out of our control.
If you order is not delivered within 10 working days, please contact us on sales@custodi.co.nz.
Freight charges (if any) are non-refundable.
Cancellations and Refund Policy
Cancellation of Order Prior to Shipping
Customers can cancel an order PRIOR to shipping of the order, and request a refund. We will not refund an order once it has been shipped.
The amount we will refund includes:
* the purchase price paid by you for the product/s
* the shipping paid by you for the order
The refund will exclude:
* any credit card transaction fees incurred by Custodi NZ. Note that the card networks (Visa and Mastercard) do not refund the upfront transaction fees they charge when an order is cancelled and refunded, and these fees will therefore be deducted from the amount we will refund you.
Returns
We are not obliged to give refunds if you change your mind about a purchase – so please choose carefully.
If the product you have bought is faulty, we will provide a remedy as required by the Consumer Guarantees Act.
Please contact us at sales@custodi.co.nz if you have any queries about the cancellation or refund of your order.
WARRANTY INFORMATION
FARADAY PRODUCTS
Both Mission Darkness™ and OffGrid stand behind the quality of their products, and their products come with a 1 year limited manufacturer’s warranty from the original purchase date. This is a limited warranty that the product is free from defects in materials and manufacturing. The warranty excludes normal wear and tear, modification of the product in any form, improper use or care, damage caused by water or punctures of the Faraday fabric or outer shell. Some of our products need special care and can become damaged due to sharp objects, water or irregular use.
Due to the nature of the products, Faraday blankets, fabric, patches and tape cannot be returned after they are opened and do not carry a warranty.
iBRAIN PRODUCTS
iBRAIN products come with a 6 month limited manufacturer’s warranty, from the original purchase date. This is a limited warranty that the product is free from defects in materials and manufacturing. The warranty excludes normal wear and tear, damage due to water, modification of the product, improper use or care, or any other form of damage.
WARRANTY CLAIMS
The limited warranty extends only to the original purchaser of the product when the product is used for the purpose intended, under normal conditions. The warranty is limited to replacement of the defective product, but excludes the cost of shipping. If a replacement is not available, a refund equal to the original purchase price, less shipping paid, will be issued. All shipping fees both to and from Custodi must be paid by the customer.
To complete a warranty return, please send an email to sales@custodi.co.nz with a copy of your bill of sale. Upon verification of the defect, you can return the product at your expense with proof of purchase. Custodi cannot guarantee that the exact style or product will be in stock at the time of the warranty claim. In the event that your specific item is not replaceable and your return is eligible, you will receive a store credit equal to the value of your original purchase, or a refund. Please note that original shipping charges are non-refundable.
Custodi is not liable for any subsequent damages that may result from the use of any of our products.
Refer to our “Care of Faraday Products” section below on how to care for your Faraday product.
CARE OF PRODUCTS
FARADAY BAGS
The useful life of a Faraday bag depends on many factors, including frequency of use, environmental conditions, and care. Custodi reserves the right to accept or deny refunds accordingly.
The Faraday fabric inside the products will become defective over time with dampness, water contact or any punctures.
Please take note of the following:
1. Ensure the bags are not used to hold wet devices.
2. Do not insert unprotected sharp or rough objects. This includes ensuring that covers for phones, laptops etc do not have rough or sharp edges.
3. For the Faraday products that use Velcro closure mechanisms, ensure that the inner Faraday fabric does not get caught in the Velcro, which could lead to abrasion of the Faraday fabric.
4. Faraday bags should not be machine washed or soaked in water. To clean the external of a bag, dampen a cloth and lightly wipe away dirt etc.
Failure to protect the Faraday fabric will void the one year manufacturer’s warranty.
Note that the shielding effectiveness of all Faraday fabrics will degrade over time, based on usage and frequent abrasion, We recommend that your Faraday product be evaluated regularly for wear and tear, for oxidation of the Faraday material, and for tears or punctures that might compromise the integrity of the shielding.
THROW BLANKETS & BABY BLANKETS
Machine wash separately in cold or warm water on a gentle cycle. Do not wring or twist. Tumble dry at low temperature. Do not iron. Do not dry clean. Do not cut or puncture the blankets.
iBRAIN ANTI-RADIATION HEADPHONES
AirTube headsets are a fantastic way to help you to significantly reduce exposure to electromagnetic radiation (EMR). However, in order to be able to do this they have to, by design, be constructed differently to a standard wired headset. Rather than one continuous unbroken cable, AirTube headsets are constructed in two sections and as a result the headsets are inherently more fragile than wired headsets and should be treated with extra care when handling.
Please ensure that when extracting from bags, drawers, pockets etc, you don’t pull too hard at the headset as this will cause it to break and come apart. Ensure that your AirTube headset remains free from tangles and always handle with extra care to extend the life of the headset and to not void your warranty.
HOW TO USE FARADAY BAGS
In order for your Faraday bag to allow full shielding, the bag must be tightly closed and the Velcro (if any) carefully sealed.
Refer to the manufacturer videos on how to use the products:
Mission Darkness – https://mosequipment.com/
Offgrid – https://offgrid.co/
SOURCING PRODUCTS NOT IN STOCK
We source our products direct from the manufacturers in the USA or China. If there is a product on their website that we do not stock or is out of stock, please contact us to request a quote and estimated delivery times. Some out of stock items are available on back order and delivery is usually within 3 to 4 weeks.
