Refund policy
Return and Refund Policy
Effective: July 2026
This policy applies to all purchases made through https://nzpackaging.nz, operated by NZ Packaging Limited (trading as NZ Packaging).
If you're unsure whether something can be returned, email us at sales@nzpackaging.nz before sending it back. We'd rather answer the question than have you pay freight on a return we can't accept.
1. Returning standard stock items
You can return standard stock items for any reason, including change of mind, if:
- You contact us at sales@nzpackaging.nz within 30 days of receiving your order to request a return.
- The products are unused and resaleable, with original packaging, labels and documentation intact.
- You obtain return authorisation from us first (see section 10).
Approved change-of-mind returns are subject to a 15% restocking fee, deducted from your refund. You cover return shipping, and we recommend a tracked courier service — an untracked parcel that doesn't arrive can't be refunded.
Refunds are processed once we've received and inspected the goods.
2. Special order products
Special order products are items we source or have manufactured to order rather than hold in stock. They are identified as special order on the product page before you buy.
Special order products cannot be returned for change of mind. Once your order is placed, we commit to the supplier and can't return the stock ourselves.
This does not affect your rights if the goods arrive faulty, damaged or incorrect — section 5 applies to special order products in the same way it applies to stock items.
3. Custom and custom printed products
Custom products are items printed, converted or manufactured to your artwork or specification — printed tape, custom-printed bags, branded labels and similar.
Quantity tolerance. A custom production run can't be set to an exact figure. The quantity you receive may vary by up to 10% above or below the quantity ordered. This is standard practice across the printing and converting industry, and a run that falls within this range is a correctly completed order.
You are charged for the quantity you receive, not the quantity ordered:
- Short delivery, up to 10% under: we refund or credit you the difference.
- Over delivery, up to 10% over: we charge you for the additional goods.
If you hold a trade account, the adjustment appears on your invoice or as a credit note. If you paid by card, we'll contact you and confirm the amount before taking any further payment — we never charge a card without your approval.
If you need an exact quantity, or a firm maximum you can't go over, tell us before the job goes to print. We'll let you know what's possible and what it costs.
Returns. Custom products cannot be returned or refunded for change of mind, including where the delivered quantity varies within the 10% tolerance. If the goods are faulty, or don't match the artwork and specification you approved, section 5 applies and we'll put it right.
4. Other items we can't accept back
We can't accept change-of-mind returns of:
- Perishable goods
- Products with hygiene restrictions, including opened cleaning chemicals and personal protective equipment that has been worn or removed from sealed packaging
5. Faulty, damaged or incorrect goods
Your rights here are separate from, and not limited by, the change-of-mind terms above. Restocking fees never apply, and we cover return shipping.
Damaged in transit, or the wrong item sent. Contact us within 48 hours of delivery. This short window exists because freight carriers impose their own claim deadlines and we need to lodge with them quickly. Please include your order number, a description of the issue, and photos of the damage or of the item received.
Faulty or not as described. Contact us as soon as you become aware of the problem. There is no fixed cut-off — if goods fail to meet the standards required by law, or the description we gave them, we'll sort it out.
We'll arrange a replacement, credit or refund. Where the fault is ours, we cover the cost of getting the goods back to us.
6. Returning chemicals, aerosols and other dangerous goods
Some products we sell are classified as dangerous goods and cannot be sent by standard courier. Do not ship these back to us. Contact us first and we'll arrange compliant transport or a collection.
The same applies to pallet-sized or freight-only items. Don't book your own freight without speaking to us — we'll quote the return freight cost before you commit, so there are no surprises deducted from your refund.
7. Returns sent without authorisation
Goods sent back without return authorisation may be refused or returned to you at your cost, and we can't guarantee a refund. Emailing us first takes a minute and protects you.
8. Backorders and partial shipments
If part of your order goes on backorder, those items are dispatched as soon as stock arrives. We can't guarantee a fixed timeframe for backorder fulfilment.
You can cancel any backordered item at any time before it's dispatched by emailing sales@nzpackaging.nz. Cancelled backorder items are refunded in full, with no restocking fee.
9. Order cancellations by us
We may cancel an order at any time before dispatch. If we do, you'll receive a full refund of anything already paid. To the extent permitted by law, we are not liable for indirect or consequential loss arising from a cancellation.
10. How to request a return
Email sales@nzpackaging.nz with:
- Your order number
- The item or items you want to return
- The reason for the return
We aim to respond within 2 business days with return instructions and the return address. Once we've received and inspected the goods, approved refunds are processed within 5 business days.
11. How refunds are processed
- Credit or debit card purchases: refunded to the original payment method. Allow 5–10 business days for it to appear on your statement.
- Trade account purchases: a credit note is applied to your account.
Refunds are calculated on the product price paid, less the 15% restocking fee where it applies. Original shipping charges are not refunded unless the return is due to our error.
12. Exchanges
We don't currently offer direct exchanges. If you need a different product, return the original under this policy and place a new order.
13. Your rights under New Zealand law
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 they don't, you're entitled to a remedy under the Act regardless of any timeframe in this policy.
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 and as set out in our Terms of Service.
14. Contact
NZ Packaging Limited 2/7 Saltmarsh Lane, Richmond, Nelson 7020, New Zealand sales@nzpackaging.nz