At TWEAK, we are committed to providing friendly, responsive and professional customer service. Whether you are a retail customer, wholesale partner or commercial machine owner, our goal is to resolve your enquiries efficiently and fairly.
This Contact & Customer Support Policy explains how you can contact us, the types of support we provide, and what you can expect from our customer service team.
This Policy should be read together with our Terms & Conditions, Warranty Policy, Returns & Refund Policy, and other applicable policies published on www.tweak.co.nz.
1. Contact Details
You can contact TWEAK using the following methods:
- Website: www.tweak.co.nz
- Email: info@tweak.co.nz
- Phone: +64 22 061 1243
Where available, customers may also contact us through the contact form on our Website or our official social media pages.
2. Business Hours
Our standard customer support hours are:
- Monday to Friday
- 9:00 AM – 5:00 PM (New Zealand Time)
Closed on weekends and New Zealand public holidays unless otherwise advised.
Enquiries submitted outside business hours will be responded to as soon as reasonably practicable during the next business day.
3. Customer Support Services
Our team can assist with enquiries relating to:
- Product information
- Product availability
- Order status
- Shipping enquiries
- Returns and refunds
- Subscription management
- Payment enquiries
- Wholesale enquiries
- Commercial sales
- Beverage machine enquiries
- Warranty claims
- General product support
- Website assistance
4. Order Enquiries
If you have questions regarding your order, please provide:
- Your order number
- Full name
- Email address used for the order
- Description of your enquiry
Providing this information helps us locate your order and respond more efficiently.
5. Product Support
If you require assistance with a TWEAK product, please include:
- Product name
- Batch or lot number (if available)
- Best Before date (if applicable)
- Description of the issue
- Photographs where relevant
This information helps us investigate product concerns promptly.
6. Beverage Machine Support
Customers requiring assistance with a TWEAK commercial beverage machine should provide:
- Machine model
- Serial number (if available)
- Date of purchase
- Description of the issue
- Photos or videos where appropriate
Our team will assess the issue and provide troubleshooting guidance or arrange warranty support where applicable.
7. Warranty Support
Warranty enquiries should include:
- Proof of purchase
- Machine details
- Description of the fault
- Photos or videos where applicable
Warranty claims are assessed in accordance with our Machine Warranty Policy.
Approval of a warranty claim is subject to inspection and compliance with the warranty terms.
8. Wholesale & Commercial Enquiries
Businesses interested in becoming a TWEAK stockist or purchasing commercial products may contact us regarding:
- Wholesale pricing
- Commercial beverage machines
- Distribution opportunities
- Bulk purchasing
- Retail partnerships
- Café and office solutions
Commercial enquiries are handled as promptly as possible during business hours.
9. Returns & Refund Assistance
Customers seeking a return or refund should contact us before sending any products back.
Please include:
- Order number
- Product details
- Reason for the request
- Supporting photographs where applicable
Returns are subject to our Returns & Refund Policy.
10. Complaints
If you are dissatisfied with our products or services, we encourage you to contact us so we can work towards a fair and timely resolution.
Please include:
- Your contact details
- Order number (if applicable)
- A clear description of your concern
- Any supporting documentation or photographs
We will review your complaint carefully and respond as soon as reasonably practicable.
11. Response Times
While response times may vary depending on enquiry volume, we aim to:
- Acknowledge email enquiries within one business day.
- Respond to most customer enquiries within two business days.
- Keep customers informed if additional investigation is required.
Complex warranty claims or technical matters may take longer to assess.
12. Social Media Enquiries
Customers may contact TWEAK through our official social media accounts.
While we aim to respond promptly, enquiries relating to:
- payments;
- warranty claims;
- personal information; or
- order-specific matters,
may be redirected to email to protect your privacy and ensure accurate handling.
13. Customer Responsibilities
To help us provide efficient support, customers should:
- Provide accurate contact information.
- Supply proof of purchase where required.
- Follow product and machine instructions.
- Treat our team respectfully.
- Respond promptly to requests for additional information.
Providing incomplete or inaccurate information may delay the resolution of your enquiry.
14. Respectful Communication
We are committed to treating every customer with courtesy and respect.
We ask that customers also communicate respectfully with our team.
We reserve the right to end communications or refuse service where a customer engages in abusive, threatening, discriminatory or inappropriate behaviour.
Nothing in this section limits any rights or remedies available under applicable law.
15. Privacy
Any personal information provided when contacting TWEAK will be handled in accordance with our Privacy Policy and applicable New Zealand privacy laws.
Information will only be used for the purpose of responding to your enquiry, managing your account, processing your order, or otherwise as permitted by law.
16. Changes to This Policy
We may update this Contact & Customer Support Policy from time to time to reflect changes to our business operations, support services or legal requirements.
The latest version will always be available on our Website.
17. Contact Us
For any questions regarding this Policy or to contact our support team:
- TWEAK
- Website: www.tweak.co.nz
- Email: info@tweak.co.nz
- Phone: +64 22 061 1243
- Business Hours: Monday to Friday, 9:00 AM – 5:00 PM (New Zealand Time), excluding public holidays.