Challenger – Returns Policy

Applies to all customers purchasing Challenger products via direct sales, online platforms, or authorised resellers.

 1.    Eligibility for Returns

Products may be returned within 10 days of delivery if:

• They are unused, in original packaging, and in re-saleable condition.
• They were incorrectly supplied or damaged in transit.
• They are covered under a warranty claim.

We do not process returns or refunds for items purchased due to a change of mind.

2.   Non-Returnable Items

• Custom-built safes or modified products.
• Products that have been installed or used.
• Clearance or final sale items.

3.   Return Process

Customers must complete the Return Request Form above or contact info@challenger.co.nz with:

• Proof of purchase.
• Reason for return.
• Photos (if applicable).

Returns must be shipped to Challenger at the customer’s expense unless the return is due to Challenger’s error.

For warranty claims, please complete our Service Request Form or email us as above with proof of purchase, serial number, and a description of the fault.

4.   Refunds and Credits

• Any repairs required to bring the safe back to “as new” condition will be deducted from the refund or credit.
• Approved returns will be refunded within 10 business days of receipt.
• Shipping fees are non-refundable unless the return is due to Challenger’s error.
• A 10% restocking fee will be deducted from the refund or credit unless the return is due to Challenger’s error.
• A credit may be held against future purchases at the customer’s request.

 5.   Warranty Returns

Warranty returns are subject to the terms and exclusions outlined in our Warranty Statement, including exclusions for labour,
freight, and cosmetic damage unless it affects functionality.

Subject to change without notice.

Challenger – Delivery & Collection Policy

At Challenger, we understand that safes are not standard parcels. They’re heavy, secure products that require careful handling and, in many cases, professional installation.

Delivery

Once your purchase is complete, a member of our team will contact you directly to quote and arrange delivery.

Because every property and safe is different, we organise delivery on a case-by-case basis to ensure:

• Safe and secure transport
  
• Appropriate access at your property
  
• Professional positioning and installation (if required)
  
• Compliance with insurance and safety standards
  

Delivery timeframes will be confirmed during this call. If installation or bolting is required, this will also be arranged at that time.

Delivery is priced after purchase and charged separately once confirmed with you. We will always provide pricing for approval before proceeding.

We do not dispatch safes via standard courier without consultation, as proper handling is critical to both safety and security.

Installation & Fitting

If you require installation, this can be arranged during the delivery call. Our team will ensure the safe is positioned correctly and secured in line with manufacturer and insurance requirements.

Collection

Collection is available by prior arrangement only.

Please note:

• Safes are heavy and require appropriate lifting equipment and suitable transport.
  
• The purchaser is responsible for ensuring they have the correct vehicle and equipment to safely move the safe.
  
• A Customer Collection Waiver Form must be signed prior to release of the safe.
  
• Challenger accepts no liability for damage, loss, or injury resulting from transport or handling once the safe has been collected.
  

If you are unsure whether you have the appropriate equipment, we strongly recommend arranging delivery instead.

If you have any questions about delivery, access requirements, or installation, please contact our team prior to purchase and we’ll be happy to assist

Subject to change without notice.

Challenger – Warranty Statement

Effective from: 1 November 2025

At Challenger, we stand behind the quality of our secure storage solutions and locking systems. This warranty outlines what is
covered, what isn’t, and how to make a claim.

1.    What’s Covered

Secure Storage Solutions

-We offer a standard 2-year warranty on all secure storage products supplied by Challenger, including those sourced from Planex, Godrej, and Chubb. This warranty covers faults in materials and manufacturing.

-Where a manufacturer’s warranty is shorter than our standard warranty, Challenger will still honour the full 2-year coverage,
provided the fault is not excluded under the original manufacturer’s terms.

-Where a manufacturer’s warranty is longer than our standard warranty, Challenger may, at its discretion, extend coverage in line
with the manufacturer’s terms.

Locking Systems
and Components

-Locks supplied by Tecnosicurezza, LaGard, Dorma Kaba, ASSA ABLOY, and similar manufacturers are covered by a 12-month warranty from the date of delivery. This includes mechanical and electronic components.

The warranty on runners, slides, locking
mechanisms, powder coating, plating, and plastic components cannot exceed that
of the original manufacturer.  The warranty on such components is limited to 12months.

2.   What’s Not Covered

-Cosmetic or appearance damage (e.g. scratches, discolouration, tea staining) unless it affects the product’s functionality.

-Normal wear and tear or damage caused by misuse, neglect, or unauthorised repairs.

-Batteries, finishes, and plastic components unless otherwise stated by the manufacturer.

-Freight, installation, and labour costs associated with warranty claims are not covered under this warranty.

3.   Repairs and Replacements

If a product is found to be defective within the warranty period, Challenger will, at its discretion:

-Replace the product or component

-Offer a credit or refund

4.   How to Make a Claim

To submit a warranty claim:

a.     Complete the Service Request Form on our website or email us at info@challenger.co.nz.

b.    Include:

-Proof of purchase

-Product serial number (if available)

-Description of the fault

We’ll assess your claim and respond within a
reasonable timeframe. Products may need to be returned for inspection. Return
freight costs are the responsibility of the customer unless otherwise agreed.

Subject to change without notice.

Challenger – Terms and Conditions

Effective from: 1 November 2025

1.    General Use

By using this website (www.challenger.co.nz or www.safes.co.nz), you agree to these Terms and Conditions. We may update these
Terms at any time without notice. Continued use of the site means you accept any changes.

 2.   Contact Us

Phone: 0800 922 222 (Monday – Friday: 8:30am – 5:00pm)

Email: info@challenger.co.nz

Online Form: Available on our website

3.   Privacy Policy

Please refer to our Privacy Policy here

4.   Orders and Delivery

• All orders are subject to stock availability.
• Prices are in NZD and include GST.
• Freight and installation are additional.
• Delivery times are estimates only. We are not liable for delays beyond our control.
• We will contact you to confirm delivery and installation arrangements.
• Customers are responsible for ensuring the site is suitable for delivery and installation.

 5.   Payment

• We accept Visa and MasterCard.
• Payment is required before dispatch.
• Prices may change without notice.

 6.   Ownership

Ownership of goods remains with Challenger until full payment is received.

 7.   Returns and Claims

• Contact us before returning any product.
• Returns must include proof of purchase and be in original packaging.
• A 10% restocking fee may apply.
• Claims for lost, damaged, or incorrect goods must be made within 10 business days of invoice.

Complete the Returns Request Form

8.   Product Warranty

• Secure storage products are covered by a 2-year warranty.
• Locks are covered by a 12-month warranty.
• Warranty covers faults in materials and
  manufacturing only.
• Labour, freight, and installation costs are not covered
• Cosmetic damage is not covered unless it affects functionality.

To make a claim, complete our Service Request Form or email us with proof of purchase, serial number, and fault description.

9.   Intellectual Property

All content on this website is owned by Challenger and may not be used without permission.

10. Website Use and Liability

• We do our best to ensure the website is accurate and secure.
• We are not liable for any loss or damage from using our website or products.
• Use of this website is at your own risk.

11.  Legal

• These Terms are governed by New Zealand law.
• If any part of these Terms is found to be invalid, the rest remains in effect.
• We may assign our rights under these Terms without notice.

 Subject to change without notice.

Last updated: August 18, 2025

Challenger operates this store and website, including all related information, content, features, tools, products and services, in order to provide you, the customer, with a curated shopping experience (the "Services"). Challenger is powered by Shopify, which enables us to provide the Services to you. This Privacy Policy describes how we collect, use, and disclose your personal information when you visit, use, or make a purchase or other transaction using the Services or otherwise communicate with us. If there is a conflict between our Terms of Service and this Privacy Policy, this Privacy Policy controls with respect to the collection, processing, and disclosure of your personal information.

Please read this Privacy Policy carefully. By using and accessing any of the Services, you acknowledge that you have read this Privacy Policy and understand the collection, use, and disclosure of your information as described in this Privacy Policy.

Personal Information We Collect or Process

When we use the term "personal information," we are referring to information that identifies or can reasonably be linked to you or another person. Personal information does not include information that is collected anonymously or that has been de-identified, so that it cannot identify or be reasonably linked to you. We may collect or process the following categories of personal information, including inferences drawn from this personal information, depending on how you interact with the Services, where you live, and as permitted or required by applicable law:

• Contact details including your name, address, billing address, shipping address, phone number, and email address.
• Financial information including credit card, debit card, and financial account numbers, payment card information, financial account information, transaction details, form of payment, payment confirmation and other payment details.
• Account information including your username, password, security questions, preferences and settings.
• Transaction information including the items you view, put in your cart, add to your wishlist, or purchase, return, exchange or cancel and your past transactions.
• Communications with us including the information you include in communications with us, for example, when sending a customer support inquiry.
• Device information including information about your device, browser, or network connection, your IP address, and other unique identifiers.
• Usage information including information regarding your interaction with the Services, including how and when you interact with or navigate the Services.

Personal Information Sources

We may collect personal information from the following sources:

• Directly from you including when you create an account, visit or use the Services, communicate with us, or otherwise provide us with your personal information;
• Automatically through the Services including from your device when you use our products or services or visit our websites, and through the use of cookies and similar technologies;
• From our service providers including when we engage them to enable certain technology and when they collect or process your personal information on our behalf;
• From our partners or other third parties.

How We Use Your Personal Information

Depending on how you interact with us or which of the Services you use, we may use personal information for the following purposes:

• Provide, Tailor, and Improve the Services. We use your personal information to provide you with the Services, including to perform our contract with you, to process your payments, to fulfill your orders, to remember your preferences and items you are interested in, to send notifications to you related to your account, to process purchases, returns, exchanges or other transactions, to create, maintain and otherwise manage your account, to arrange for shipping, to facilitate any returns and exchanges, to enable you to post reviews, and to create a customized shopping experience for you, such as recommending products related to your purchases. This may include using your personal information to better tailor and improve the Services.
• Marketing and Advertising. We use your personal information for marketing and promotional purposes, such as to send marketing, advertising and promotional communications by email, text message or postal mail, and to show you online advertisements for products or services on the Services or other websites, including based on items you previously have purchased or added to your cart and other activity on the Services.
• Security and Fraud Prevention. We use your personal information to authenticate your account, to provide a secure payment and shopping experience, detect, investigate or take action regarding possible fraudulent, illegal, unsafe, or malicious activity, protect public safety, and to secure our services. If you choose to use the Services and register an account, you are responsible for keeping your account credentials safe. We highly recommend that you do not share your username, password or other access details with anyone else.
• Communicating with You. We use your personal information to provide you with customer support, to be responsive to you, to provide effective services to you and to maintain our business relationship with you.
• Legal Reasons. We use your personal information to comply with applicable law or respond to valid legal process, including requests from law enforcement or government agencies, to investigate or participate in civil discovery, potential or actual litigation, or other adversarial legal proceedings, and to enforce or investigate potential violations of our terms or policies.

How We Disclose Personal Information

In certain circumstances, we may disclose your personal information to third parties for legitimate purposes subject to this Privacy Policy. Such circumstances may include:

• With Shopify, vendors and other third parties who perform services on our behalf (e.g. IT management, payment processing, data analytics, customer support, cloud storage, fulfillment and shipping).
• With business and marketing partners to provide marketing services and advertise to you. For example, we use Shopify to support personalized advertising with third-party services based on your online activity with different merchants and websites. Our business and marketing partners will use your information in accordance with their own privacy notices. Depending on where you reside, you may have a right to direct us not to share information about you to show you targeted advertisements and marketing based on your online activity with different merchants and websites. .
• When you direct, request us or otherwise consent to our disclosure of certain information to third parties, such as to ship you products or through your use of social media widgets or login integrations.
• With our affiliates or otherwise within our corporate group.
• In connection with a business transaction such as a merger or bankruptcy, to comply with any applicable legal obligations (including to respond to subpoenas, search warrants and similar requests), to enforce any applicable terms of service or policies, and to protect or defend the Services, our rights, and the rights of our users or others.

Relationship with Shopify

The Services are hosted by Shopify, which collects and processes personal information about your access to and use of the Services in order to provide and improve the Services for you. Information you submit to the Services will be transmitted to and shared with Shopify as well as third parties that may be located in countries other than where you reside, in order to provide and improve the Services for you. In addition, to help protect, grow, and improve our business, we use certain Shopify enhanced features that incorporate data and information obtained from your interactions with our Store, along with other merchants and with Shopify. To provide these enhanced features, Shopify may make use of personal information collected about your interactions with our store, along with other merchants, and with Shopify. In these circumstances, Shopify is responsible for the processing of your personal information, including for responding to your requests to exercise your rights over use of your personal information for these purposes. To learn more about how Shopify uses your personal information and any rights you may have, you can visit the Shopify Consumer Privacy Policy . Depending on where you live, you may exercise certain rights with respect to your personal information here Shopify Privacy Portal Link.

Third Party Websites and Links

The Services may provide links to websites or other online platforms operated by third parties. If you follow links to sites not affiliated or controlled by us, you should review their privacy and security policies and other terms and conditions. We do not guarantee and are not responsible for the privacy or security of such sites, including the accuracy, completeness, or reliability of information found on these sites. Information you provide on public or semi-public venues, including information you share on third-party social networking platforms may also be viewable by other users of the Services and/or users of those third-party platforms without limitation as to its use by us or by a third party. Our inclusion of such links does not, by itself, imply any endorsement of the content on such platforms or of their owners or operators, except as disclosed on the Services.

Children's Data

The Services are not intended to be used by children, and we do not knowingly collect any personal information about children under the age of majority in your jurisdiction. If you are the parent or guardian of a child who has provided us with their personal information, you may contact us using the contact details set out below to request that it be deleted.As of the Effective Date of this Privacy Policy, we do not have actual knowledge that we "share" or "sell" (as those terms are defined in applicable law) personal information of individuals under 16 years of age.

Security and Retention of Your Information

Please be aware that no security measures are perfect or impenetrable, and we cannot guarantee "perfect security." In addition, any information you send to us may not be secure while in transit. We recommend that you do not use unsecure channels to communicate sensitive or confidential information to us.

How long we retain your personal information depends on different factors, such as whether we need the information to maintain your account, to provide you with Services, comply with legal obligations, resolve disputes or enforce other applicable contracts and policies.

Your Rights and Choices

Depending on where you live, you may have some or all of the rights listed below in relation to your personal information. However, these rights are not absolute, may apply only in certain circumstances and, in certain cases, we may decline your request as permitted by law.

• Right to Access / Know. You may have a right to request access to personal information that we hold about you.
• Right to Delete. You may have a right to request that we delete personal information we maintain about you.
• Right to Correct. You may have a right to request that we correct inaccurate personal information we maintain about you.
• Right of Portability. You may have a right to receive a copy of the personal information we hold about you and to request that we transfer it to a third party, in certain circumstances and with certain exceptions.
• Managing Communication Preferences. We may send you promotional emails, and you may opt out of receiving these at any time by using the unsubscribe option displayed in our emails to you. If you opt out, we may still send you non-promotional emails, such as those about your account or orders that you have made.

You may exercise any of these rights where indicated on the Services or by contacting us using the contact details provided below. To learn more about how Shopify uses your personal information and any rights you may have, including rights related to data processed by Shopify, you can visit https://privacy.shopify.com/en.

We will not discriminate against you for exercising any of these rights. We may need to verify your identity before we can process your requests, as permitted or required under applicable law. In accordance with applicable laws, you may designate an authorized agent to make requests on your behalf to exercise your rights. Before accepting such a request from an agent, we will require that the agent provide proof you have authorized them to act on your behalf, and we may need you to verify your identity directly with us. We will respond to your request in a timely manner as required under applicable law.

Complaints

If you have complaints about how we process your personal information, please contact us using the contact details provided below. Depending on where you live, you may have the right to appeal our decision by contacting us using the contact details set out below, or lodge your complaint with your local data protection authority.

International Transfers

Please note that we may transfer, store and process your personal information outside the country you live in.

If we transfer your personal information out of the European Economic Area or the United Kingdom, we will rely on recognized transfer mechanisms like the European Commission's Standard Contractual Clauses, or any equivalent contracts issued by the relevant competent authority of the UK, as relevant, unless the data transfer is to a country that has been determined to provide an adequate level of protection.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time, including to reflect changes to our practices or for other operational, legal, or regulatory reasons. We will post the revised Privacy Policy on this website, update the "Last updated" date and provide notice as required by applicable law.

Contact

Should you have any questions about our privacy practices or this Privacy Policy, or if you would like to exercise any of the rights available to you, please call or email us at marketing@challenger.co.nz or contact us at 82 Ellice Road, Glenfield, Auckland, AUK, 0629, NZ