Last updated: July 2026
With layby, you pay for your product before we send it. Here is exactly when your delivery gets arranged, how long it takes, and what happens if something goes wrong along the way.
Two things need to happen before we arrange delivery.
First, your cooling off period must have ended. That is five working days from the date you receive a copy of your layby sale agreement. We will never dispatch goods before it expires, so you always have that window to change your mind at no cost.
Second, you must have either made all your advance payments on time, or paid the balance of your account in full. Your layby sale order sets out how many advance payments you need to make and how much each one is.
Once both of those are done, we will arrange delivery of your goods within fifteen working days.
Want it sooner? You can pay off the balance of your account at any time. As soon as the account is settled and the cooling off period has passed, we start the delivery clock.
We deliver by courier to the residential address you gave us on your layby sale order.
If nobody is home to accept the delivery, we may either hold the goods at our offices for you to collect, or leave them at your residential address. Which one we do is at our discretion.
Your goods remain at our risk until they are delivered to your address.
Missing a payment affects your delivery date. How it affects it depends on when you miss it.
The number of advance payments increases. After a dishonoured payment, you need to make at least four consecutive advance payments on time before we arrange delivery.
If you have made all your advance payments but then miss an ordinary payment before your goods arrive, we may defer delivery until you have made at least four consecutive payments on time.
If we defer your delivery for this reason, we will contact you by phone, text or email to tell you, and to tell you why.
A dishonour fee of $5 is charged each time a direct debit payment fails, unless we have agreed in advance to put that payment on hold.
Life happens. At any time before we have dispatched your goods, you can put your payments on hold for up to two weeks in total. That can be two weeks in a row, or one week at two separate times.
Contact us before the payment is due and ask for a hold. We will pause the direct debit for that week and you will not be charged a dishonour fee.
Holding a payment does push your delivery date out, since the balance still needs to be paid before we send anything.
Tell us before your final payment goes through.
If you ask us to send your goods somewhere other than the residential address on your layby sale order, you will be responsible for any additional cost we incur in sending them there.
If your address changes at any point during your payment plan, let us know as soon as you can. If we cannot reach you because your contact details are out of date, we may hold your goods until we can confirm where to send them.
Sometimes a model gets discontinued between the day you order and the day we deliver.
If that happens, we will offer you a replacement with comparable or better features at no additional cost to you. If no equivalent is reasonably available, we may offer you an alternative product. You are under no obligation to accept it.
If we cannot supply your goods and you do not want an alternative, we will refund everything you have paid, in full. No cancellation charge applies.
Check them. Make sure they are what you expected to receive, and tell us immediately if anything does not match what was advertised to you.
If your goods are of unacceptable quality within the meaning of the Consumer Guarantees Act 1993, tell us within a reasonable time after delivery. We may repair them, replace them with goods of identical type, or where repair or replacement is not reasonable, refund what you paid for them.
Where goods have a failure of substantial character as defined in section 21 of the Consumer Guarantees Act 1993, you have the rights set out in section 18(3) of that Act.
Nothing on this page limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.
You can cancel your order at any time before your goods are delivered.
Cancel during the cooling off period and you pay nothing. Cancel after the cancellation period has expired and you are entitled to a refund of your payments, less our cancellation costs. Those costs are any dishonour fees on your account plus any delivery costs we have already incurred.
The full detail is in our terms and conditions.
Give us a call and we’ll tell you exactly where your order is up to.
Monday to Friday, 10am to 7pm
