Refund policy

Returns, Refunds, Exchanges 

You may request a refund, return or exchange in the event that you have received a damaged or incorrect item. Please contact us immediately at sales@hardwarepanel.co.nz to determine a course of action. We may ask for proof of damage in order to process a refund. 

Damages and issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or incorrect, so that we can evaluate the issue and make it right. 

Exceptions / non-returnable items

Many of our products are shipped from the warehouse directly and will incur a restock fee if returned. Under normal circumstances, we do not encourage returns for this reason but may be able to accommodate special cases if notified within 48 hours of receipt. All returns carry a 25% restocking fee. 

We require you to arrange the return shipping, and will release the refund only upon confirmation of safe receipt of the parcel. Please do not return items without contacting us first. 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’ll be automatically refunded on your original payment method within 10 business days.

Please remember it can take some time for your bank or credit card company to process and post the refund as well. If more than 15 business days have passed since we’ve approved your return, please contact us at sales@hardwarepanel.co.nz and reference your order number. 

Certain types of items cannot be returned like perishable goods, custom products (such as special orders or personalized items), and personal care goods. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns, refunds or exchanges on sale items or gift cards.

Exchanges

We accept in-store exchanges only.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Please double check the details and specifications of your ordered product before checkout to minimise errors. If you would like to consult with one of our sales professionals, please reach out before placing your order. You may contact us here, or send us an email at the above mentioned address. Thank you for shopping with us!