Refund policy
Effective: March 2026
This Return and Refund Policy applies to all purchases made through https://nzpackaging.nz, operated by NZ Packaging Limited (trading as NZ Packaging).
1. Returns — Standard Stock Items
We accept returns of standard stock items subject to the following conditions:
• You must contact us at sales@nzpackaging.nz within 30 days of receiving your order to request a return.
• Products must be in their original, unused, and resaleable condition with all original packaging, labels, and documentation intact.
• A 15% restocking fee will be deducted from your refund on approved returns.
• The customer is responsible for all return shipping costs. We recommend using a tracked courier service, as we cannot be held responsible for items lost in transit.
• Refunds will be processed once we have received and inspected the returned goods.
2. Non-Returnable Items
The following items cannot be returned or refunded:
• Custom-made or special order products manufactured or sourced to your specifications
• Products that have been opened, used, or are no longer in their original condition
• Perishable goods or items with hygiene restrictions (such as opened cleaning chemicals or personal protective equipment that has been worn)
If you are unsure whether your item is eligible for return, please contact us before sending it back.
3. Faulty, Damaged, or Incorrect Goods
If you receive goods that are faulty, damaged during shipping, or incorrect, please contact us within 48 hours of delivery with:
• Your order number
• A description of the issue
• Photos of the damage or fault
We will arrange a replacement or full refund at our discretion, including covering return shipping costs where the fault is ours. Faulty or damaged goods do not attract a restocking fee.
4. Backorders and Partial Shipments
If part of your order is placed on backorder, the backordered items will be dispatched as soon as stock becomes available. There is no fixed timeframe for backorder fulfilment.
You may cancel any backordered item at any time before it has been dispatched by contacting us at sales@nzpackaging.nz. Cancelled backorder items will be refunded in full.
5. Order Cancellations by Us
We reserve the right to cancel any order at any time prior to dispatch, for any reason. If we cancel your order, you will receive a full refund of any amount already paid. We are not liable for any loss arising from the cancellation of an order.
6. Consumer Guarantees Act
If you are a consumer (as defined in the Consumer Guarantees Act 1993), your statutory rights are not affected by this policy. Goods must be of acceptable quality, fit for purpose, and match their description. If goods fail to meet these guarantees, you are entitled to a remedy under the Act regardless of the timeframes stated above.
If you are purchasing goods for business purposes, the Consumer Guarantees Act 1993 may not apply to the extent permitted by section 43 of that Act, as outlined in our Terms of Service.
7. How Refunds Are Processed
Approved refunds will be processed as follows:
• Credit or debit card purchases: Refunded to the original payment method. Please allow 5–10 business days for the refund to appear on your statement.
• Trade account purchases: A credit note will be applied to your account.
Refunds are calculated on the product price paid, less the 15% restocking fee where applicable. Original shipping charges are non-refundable unless the return is due to our error.
8. Exchanges
We do not currently offer direct exchanges. If you need a different product, please return the original item in accordance with this policy and place a new order.
9. How to Request a Return
To initiate a return, please email us at sales@nzpackaging.nz with:
• Your order number
• The item(s) you wish to return
• The reason for the return
We will respond with return instructions, including the return shipping address. Please do not send items back without first obtaining return authorisation.
10. Contact
If you have any questions about our Return and Refund Policy, please contact us:
NZ Packaging Limited
2/7 Saltmarsh Lane, Richmond, Nelson, 7020, New Zealand
Email: sales@nzpackaging.nz