Refund policy

Last updated: 28 July 2026

Overview

This Returns and Refund Policy applies to products and services supplied by Brothers Home Service Ltd, trading as Brothers Home Supply.

Nothing in this policy excludes, restricts or modifies any rights, guarantees or remedies available under the Consumer Guarantees Act 1993, the Fair Trading Act 1986 or any other applicable New Zealand law.

30-Day Change-of-Mind Returns

In addition to your statutory rights, we offer a 30-day change-of-mind return policy on eligible standard products.

You must request a return within 30 days after receiving the product.

All approved change-of-mind returns are subject to a 20% restocking and handling fee, calculated on the product purchase price.

This fee helps cover reasonable costs associated with:

  • return administration;
  • product inspection;
  • handling and processing;
  • repacking; and
  • supplier restocking charges.

The 20% restocking and handling fee applies only to voluntary change-of-mind returns.

It does not apply where a product is faulty, damaged in transit, incorrectly supplied, does not match the confirmed order or otherwise fails to comply with an applicable statutory guarantee.

To qualify for a change-of-mind return, the product must be:

  • unused and uninstalled;
  • undamaged;
  • unpainted and unstained;
  • uncut, undrilled and unmodified;
  • complete with all components, instructions and accessories;
  • in its original packaging where reasonably possible;
  • suitable for resale as new; and
  • accompanied by reasonable proof of purchase.

We may decline a change-of-mind return if the product does not meet these conditions.

The 30-day period applies only to our voluntary change-of-mind policy. It does not limit the period during which you may have statutory rights regarding a faulty or non-compliant product.

Requesting a Return

Before returning any product, please contact us at:

sales@brothershomeservice.co.nz

Please provide:

  • your name;
  • your order or invoice number;
  • details of the product;
  • the reason for the return; and
  • photographs where the product is damaged, faulty or incorrectly supplied.

We may request additional information reasonably required to assess the return, including:

  • product measurements;
  • photographs of packaging;
  • photographs of labels or identifying information;
  • details of installation or use; and
  • information about when the issue was first identified.

Return Address and Approval

Return locations vary depending on the product, manufacturer and supplier.

Products may need to be returned directly to an approved warehouse, manufacturer or supplier.

Our office address is not automatically the return address.

Do not send or deliver any product to our office, Brothers Door or another supplier unless we have approved the return in writing and provided the correct return instructions.

Once a return has been approved, we will provide information including:

  • the authorised return address;
  • packaging requirements;
  • freight or collection instructions; and
  • any applicable return charges.

Products sent to an unauthorised return location may be refused at that location or redirected.

For change-of-mind returns, you may be responsible for any resulting freight, redelivery, storage or handling costs.

This does not affect your statutory rights regarding faulty or non-compliant products.

Change-of-Mind Return Costs

For an approved change-of-mind return:

  • a 20% restocking and handling fee will be deducted from the product price;
  • you are responsible for arranging and paying for return freight;
  • you are responsible for the product until it is received at the approved return location;
  • original delivery charges are non-refundable;
  • installation, measuring and other completed service charges are non-refundable;
  • oversized, rural, express and special freight charges are non-refundable; and
  • you must package the product adequately to prevent damage during return transport.

Where possible, we may assist with arranging return freight.

Any freight cost arranged or paid by us may be deducted from the refund or invoiced separately.

If the returned product is damaged, incomplete or no longer suitable for resale for reasons unrelated to an existing fault, we may decline the change-of-mind return.

Alternatively, we may make an additional reasonable deduction reflecting the actual loss in value caused by the damage, missing components or incomplete packaging.

Any additional deduction will be limited to the loss that is not already covered by the 20% restocking and handling fee.

Custom and Non-Returnable Products

We do not accept change-of-mind returns for:

  • custom-sized or made-to-order doors;
  • products ordered specifically for a customer or project;
  • products cut or altered to customer-supplied measurements;
  • drilled or machined doors;
  • rebated or grooved products;
  • painted, stained or specially finished products;
  • pre-hung doors or prepared jamb sets;
  • products prepared for specific locks, hinges or hardware;
  • installed or previously used products;
  • products damaged or modified after delivery;
  • clearance or final-sale products clearly identified as non-returnable before purchase; or
  • gift cards.

These exclusions apply only to voluntary change-of-mind returns.

They do not affect your statutory rights where a product is faulty, unsafe, damaged in transit, incorrectly supplied, does not match the confirmed order or otherwise fails to comply with an applicable statutory guarantee.

Faulty, Damaged or Incorrect Products

Please inspect products as soon as reasonably practicable after delivery or collection.

Contact us promptly if:

  • the product is damaged in transit;
  • the product is faulty;
  • components are missing;
  • you receive the wrong product;
  • the product does not match the confirmed order; or
  • the product does not meet an applicable statutory guarantee.

The 20% restocking and handling fee does not apply in these circumstances.

We may require a reasonable opportunity to inspect the product and assess the issue before determining the appropriate remedy.

Depending on the nature and seriousness of the issue and the remedies available under applicable law, the remedy may include:

  • repair;
  • replacement;
  • refund;
  • collection; or
  • reimbursement of reasonable return costs.

Where a problem can be remedied, we may be entitled to choose an appropriate remedy and complete it within a reasonable time.

Where the failure is substantial, cannot be remedied or is not remedied within a reasonable time, you may have the right to reject the product and request a replacement or refund in accordance with applicable law.

Original packaging is not required for you to exercise statutory rights regarding a faulty or non-compliant product.

However, please retain the packaging where reasonably possible, as it may assist with the assessment of transit damage or a supplier claim.

Return Costs for Faulty or Incorrect Products

Where a product is faulty, damaged in transit, incorrectly supplied or otherwise fails to meet an applicable statutory guarantee, we will arrange or reimburse reasonable return or collection costs where required by law.

Please contact us before arranging:

  • return freight;
  • collection;
  • repairs;
  • alterations;
  • replacement work; or
  • work by another contractor.

This allows us a reasonable opportunity to inspect the product and arrange an appropriate remedy.

We may not reimburse freight, repair or contractor costs arranged without our prior approval where we were not given a reasonable opportunity to assess the issue or provide a remedy.

This does not apply where urgent action was reasonably necessary to prevent further damage or address an immediate safety risk.

Products Damaged After Delivery

We are not required to provide a remedy where the problem was caused by:

  • accidental or deliberate damage after delivery;
  • misuse;
  • incorrect storage;
  • incorrect installation by another person;
  • unauthorised alterations or repairs;
  • failure to follow reasonable care or maintenance instructions;
  • normal wear and tear; or
  • use of the product for an unsuitable purpose that was not disclosed to us.

This does not apply where the damage or issue resulted from an inherent defect or another failure covered by applicable law.

Exchanges

For an eligible change-of-mind exchange, you will generally need to:

  1. request and complete the return of the original product; and
  2. place a separate order for the replacement product.

The 20% restocking and handling fee and applicable return freight charges will apply to the returned product.

Any difference in product price, delivery cost or other applicable charges must be paid before the replacement product is dispatched.

An exchange request does not reserve replacement stock until the new order has been confirmed and any required payment has been received.

Where an exchange is required as a statutory remedy for a faulty or non-compliant product, the 20% restocking and handling fee will not apply.

Refund Processing

Once an approved return has been received and inspected, we will notify you whether the refund has been approved.

Approved refunds will normally be issued to the original payment method within 10 business days.

Your bank, credit-card provider or payment service may require additional time to process and display the refund.

For an approved change-of-mind return, the refund will be calculated after deducting:

  • the 20% restocking and handling fee;
  • any return freight arranged or paid by us;
  • any non-refundable delivery, installation or completed service charges; and
  • any separate reasonable deduction for damage, missing components or loss in value that is not already covered by the restocking and handling fee.

Where a refund is required under the Consumer Guarantees Act 1993 or another applicable law, it will be processed in accordance with that law and the 20% restocking and handling fee will not apply.

If more than 15 business days have passed since we confirmed that your refund was issued, please contact:

sales@brothershomeservice.co.nz

Order Changes and Cancellations

Please contact us as soon as possible if you wish to change or cancel an order.

An order for a standard product that has not been dispatched, specially ordered or prepared may be cancelled where reasonably possible.

Custom, made-to-order and specially prepared products may enter ordering, production or preparation shortly after an order or deposit is accepted.

Once ordering, manufacturing, cutting, drilling, machining, painting, staining or other preparation has started, cancellation or changes may not be possible.

Where we agree to cancel or change an order after costs have been incurred, we may deduct or invoice reasonable costs relating to:

  • supplier cancellation charges;
  • materials;
  • manufacturing;
  • freight;
  • labour;
  • administration; and
  • work already completed.

This section does not affect any cancellation, refund or other remedy available under applicable New Zealand law.

Contact Us

For return, refund or exchange enquiries, contact:

Trading name: Brothers Home Supply
Legal business name: Brothers Home Service Ltd
Email: sales@brothershomeservice.co.nz
Phone: 022 637 1129

Please do not send or deliver returned products to our office or another location unless we have approved the return and provided written return instructions.