1. Purpose and application

This policy explains how ARK Project Limited manages delivery of cabinetry, panels, hardware, benchtops and other project items supplied through ARK Kitchen or an applicable ARK Renovation project.

It applies together with the accepted quotation, contract, installation arrangements, payment schedule and any project-specific conditions.

2. Delivery scope

Delivery includes only the items and services expressly listed in the accepted quotation or written variation.

Delivery and installation are separate services unless the project documents state otherwise.

3. Delivery timing

Delivery dates and time windows are estimates unless expressly guaranteed in writing.

Timing may depend on production completion, payment milestones, supplier availability, fabricator schedules, access, weather, traffic, site readiness and events outside ARK's reasonable control.

ARK will notify the customer of a material delay and provide an updated estimate where reasonably possible.

4. Delivery confirmation

ARK may contact the customer to confirm the delivery date, access arrangements, site readiness and contact person.

The customer must promptly notify ARK if the site will not be ready or access will not be available.

5. Site readiness

The customer must ensure the delivery area is safe, clear, dry, secure and suitable for the delivered items.

Wet, unsafe, obstructed or unsecured sites may result in postponement, additional handling charges or storage charges.

6. Access and unloading

The customer must disclose known access restrictions before delivery, including stairs, lifts, narrow driveways, restricted parking, long carrying distances, body corporate rules, loading limits and restricted delivery hours.

Additional charges may apply where access conditions materially differ from the accepted quotation or require extra labour, equipment or time.

7. Customer attendance

The customer or an authorised representative must be available where required to provide access, confirm the delivery area and acknowledge receipt.

If nobody is available and delivery cannot safely proceed, ARK may reschedule and charge reasonable additional costs.

8. Inspection on delivery

The customer or authorised representative should inspect visible packaging and items at delivery and promptly report obvious damage, missing packages or incorrect items.

Where immediate inspection is not practical, visible delivery damage should be reported as soon as reasonably possible with photographs and the relevant ARKCode or project reference.

9. Concealed or later-discovered damage

Damage that was not reasonably visible at delivery should be reported promptly after discovery and before the item is altered or installed where practicable.

ARK may review delivery records, photographs, packaging, installation activity and other evidence before confirming the appropriate next step.

10. Storage after delivery

Unless installation immediately follows delivery, the customer must keep delivered items dry, secure, supported and protected from impact, moisture, sunlight, heat, dust and unauthorised handling.

Cabinetry and panels must not be stored outdoors, directly on wet floors or in unfinished areas with uncontrolled moisture.

11. Customer or third-party collection

Where the customer or another contractor collects items, the collecting party is responsible for suitable transport, restraint, protection and unloading after collection.

ARK may record the condition and quantity of items at handover.

12. Partial and staged deliveries

ARK may use staged deliveries where appropriate for project sequencing, site capacity, specialist items or supplier timing.

A partial delivery does not necessarily mean the project is incomplete or in delay if the remaining items are scheduled for a later agreed stage.

13. Specialist benchtops and third-party deliveries

Stone, quartz, stainless steel, glass or other specialist items may be delivered and installed by a third-party fabricator or supplier.

The customer must follow any separate access, curing, handling or use instructions provided for those items.

14. Failed or delayed delivery

If delivery cannot proceed because the site is not ready, access is unavailable, information is incorrect or conditions are unsafe, ARK may postpone delivery and charge reasonable additional costs for transport, labour, storage or re-delivery.

ARK will not charge the customer for a failed delivery caused solely by ARK's own error.

15. Risk and responsibility

Responsibility for delivered items is determined by the accepted quotation, contract and applicable law.

Nothing in this policy excludes ARK's responsibility for damage caused by a failure to exercise reasonable care or for rights that cannot lawfully be excluded.

16. Changes to delivery arrangements

Changes requested after delivery has been scheduled may affect cost and timing. ARK will confirm any material change in writing where reasonably practicable.

17. Reporting a delivery issue

A delivery issue should be reported with the ARKCode or project reference, affected item, photographs, delivery date and a clear description.

Formal issues may be submitted through the ARK Service Request process.

18. Consumer rights

Nothing in this policy excludes or limits any right or remedy that cannot lawfully be excluded under New Zealand law.