Returns & Refund Policy

NZHomeware does everything we can to ensure that you receive the product you ordered in perfect condition.We understand that online shopping sometimes means you don't get exactly what you had in mind. We want your experience with NZHomeware to be as smooth as possible, you are welcome to return the item as long as you meet the following terms and conditions as listed below:

Change of Mind Terms & Conditions

• Notification is required within 15 days of the purchase date.

• Item to be returned must be in their original re-saleable condition with all tags and packaging (ready to be put back on the shelf).

• The items are NOT opened, used, worn or damaged.

• That you DO NOT stick or write anything on the item itself or its packaging. Please only write or place postage stickers on the outer postage packaging.

• Some items are not eligible for refund due to hygienic reasons.

• The refund amount will not include delivery costs. If the item was delivered for free, the delivery cost will be deducted.

• Returns for unused and resalable Conditions within 15 days from purchase: NO RE-STOCKING FEE.

• A small 15% restocking fee, based on the invoice price, will be applied after 15 days from purchase.

• The return of the item is the responsibility of the buyer.

• If the item has sustained damage in transit or does not return as noted above, a revised refund amount may be required.

How to start a return

①RETURN ONLINE

•Before arranging the return, please fill in the Return Form online or contact us for a Return Authority Number (RA) at service@nzhomeware.co.nz. If your return is accepted, you will receive Return Shipping Instructions by email within 48 hours. Check your inbox, including spam, for details. Items sent back to us without first requesting a return will not be accepted.

• For faster return processing,please provide us with the tracking details for the return within seven days of receiving your RA.

②RETURN IN STORE

•If you wish to return your item directly to our store, please follow the same steps as above.You will need to fill in the Return Form online or contact us for a Return Authority Number (RA) at service@nzhomeware.co.nz.

•If your return is accepted, you will receive Return Instructions by email within 48 hours. Check your inbox, including spam, for details. Unauthorized returns not accepted in-store.

•Please bring your Return Authority Number (RA) and any original packaging to the store the item was purchased from.

There are a few items that can’t be returned:

•Non-faulty items but installed or used

Products that have been installed or used without any quality issues are not eligible for return.

•Final Sale Items

Some items may be marked “clearance sale” or “Non-Returnable” on the sale page are not eligible for return.

•Customized Items

Unfortunately, we can't accept returns for change of mind on our customized items like Vanities, Bench tops, Tallboys & Ensembles,custom sized shower grate drain,etc. . We make these items especially for you and cannot restock them.We appreciate your understanding.

Exchange

The fastest way to ensure you get what you want is to return the item you have, and make a separate purchase for the new item at the same time.

If exchanging your item for another product, and:

The selected product is a lower value, we will refund for the difference between the purchase price of the original product and the selected exchange product.

The selected product is a higher value, you will be charged for the difference between the purchase price of the original product and the selected exchange product.

If a suitable product is not available for exchange, you will be offered a refund.

Return/Exchange Shipping Fee

Applicable return/exchange shipping costs will be deducted from your return/exchange. The return/exchange shipping costs can vary depending on the location of the return, size and weight of the item and selected return method. In addition, any delivery shipping fees or service charges collected on the order will not be refunded.

Note: If an order is returned to us because you refused delivery, we will charge the appropriate return costs and they will be deducted from your refund.

Refund Timing

We will initiate your refund once items are received. Please allow up to 2 weeks (10 business days) for us to fully process your return and issue your refund. For more details regarding refunds and the timing of refunds, please review our Refund Policy.

Damaged or Missing piece

We do our best to ensure every order arrives safe and secure. Despite the series of quality checks, occasionally products do arrive with damage. Should your product not arrive in perfect condition, we recommend to report to Customer Service the receipt of a damaged product within 48 hours of delivery and do not discard the damaged item&its packaging. As soon as the damaged issue is confirmed, our dedicated Customer Care Team is on hand to resolve the issue and to advise on the best solution, including refund, replace or repair options.

To suit different occasions, we work out Concealed Shipping Damage and Obvious Shipping Damage, please match your occasions with either occasion in the below. Be sure to complete this process within 30 days of your delivery date. After 30 days, NZHomeware will make every attempt to rectify, however charges may apply.

•Obvious shipping damage

If a shipment arrives at your door with obvious shipping damage, please don’t accept the delivery. Tell your delivery representative(s) and contact us so we can arrange for a replacement. Once you have installed the appliance, it cannot be returned.

•Concealed shipping damage

If you have already accepted delivery and then find a concealed shipping damage (not visible on the outside of the packaging), please contact our customer service, be sure to include the copy of your original order confirmation, confirm the item number & Qty of the damaged item(s), provide pictures evidence clearly showing the damage and all packaging material&paper work.

Once you notify us that your product was damaged, we will file a claim with the shipper.

Important:Please do not discard the damaged product or the packaging. Typically the shipper will be dispatched to pick the item up for inspection and processing. We'll need your help in making it available for pickup on the scheduled date and time.

In all cases, you must notify us of any damage or missing parts within 7 days of delivery. Evidence of damage/s will be required i.e. photographs and videos.Please keep the original boxes and all protective packaging material. Reach out to us at 021 02293126 or service@nzhomeware.co.nz and we'll make things right.

Defects and Order Errors

If the product you receive is not what you ordered, we must be notified within 30 days of delivery. Please make sure that the product box remains unopened and the product is fully intact. We will guide you on how to proceed. Note that we cannot be held responsible for color variations that occur due to computer screen settings and resolutions, or similar technicalities.

If your product arrives without any visible damage but does not function properly, it may be due to a defect on the manufacturer's end, which is covered under the manufacturer's warranty. Our customer service team will be glad to help you through the warranty process.

If you believe you have received the wrong product, please verify the item number of the item(s) you received compared to your order confirmation and/or invoice. If it does not match, contact customer service immediately, be sure to include the copy of your original order confirmation, confirm the item number & Qty of the wrong item(s), provide pictures clearly showing the wrong item. The wrong item must be returned in original packaging, NZHomeware will be responsible for the return shipping cost. You can exchange it for the correct one or request a full refund.

Please note that under any circumstances, we are not responsible to compensate for plumbing expenditures, or any other costs or losses beyond the cost of the product and shipping. Similarly, we cannot be held responsible if the product you ordered does not meet your required specs or local building code. Please do your due diligence in advance.

Missing Orders

NZHomeware will always notify you when your order has shipped and provide you with tracking information. Please remain up to date on your order's progress and retrieve it promptly upon delivery.

•Missing parcel

If you cannot find an item that was recorded as delivered, please notify us promptly within 24 hours. Most likely, there was a misunderstanding or misplacement by your spouse, housekeeper, neighbor, etc. We'll work to help you get to the bottom of it.

Unfortunately, however, we cannot issue any refunds or replacements for an order that the delivery company recorded as delivered, even if it was lost or stolen after delivery.

NOTE: If you request parcels to be left without a signature,you must include those instructions as part of the special delivery instructions.And please make sure there's safe place to leave your parcel.

•Missing an item

If you ordered under your account, please go to Account-My Orders to verify that all items have shipped. If you ordered as a guest, please check our notification emails or contact our customer service to verify. (Due to the inventory or limitation of the shipping way, or to speed up delivery, items may ship from different warehouses or different shipping ways).

If you have received all shipments but there is an item or items missing, please contact our customer service, be sure to include the copy of your original order confirmation, confirm the item number&Qty of the missing item(s), provide pictures or video evidence clearly showing everything received.

•Missing parts of an item

If you have checked comparing with the Parts-List, unwrapped everything and gone through all boxes, confirmed that no one mis-placed, please contact our customer service, be sure to include the copy of your original order confirmation, indicate which part(s)&Qty of which item(s), provide pictures or video evidence clearly showing everything received.

NZHomeware is not responsible for reimbursement of any labor costs or project delays that may occur due to the receipt of incomplete goods. We always recommend that you wait to schedule installation until after your order has arrived and been inspected.

Refund

Once a return is received, our warehouse team will inspect and evaluate the returned item. This step involves checking for any damage, defects, or discrepancies between the returned item and its original state. We will immediately notify you on the status of your refund after inspecting the item.If your return is approved, we will initiate a refund to you.

Refund Processing Time

When we confirm to cancel your order, you will be refunded within 24 hours. We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you will be refunded in 3-5 working days upon receipt and inspection. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Refund Method:

The refund will be made to the account that the funds were originally drawn from, namely the money will be sent back in the same way it was received.It also depends whether the fund is settled yet or not.