Terms of service

Last updated: 28 July 2026

Overview

Welcome to Brothers Home Supply.

This website and online store are operated by Brothers Home Service Ltd (“Brothers Home Service”), trading as Brothers Home Supply.

Throughout these Terms of Service, the terms “we”, “us” and “our” refer to Brothers Home Service Ltd. The term “Services” includes this website, our online store, product supply, delivery, installation services and any related information, content, features or tools we make available.

Our online store is hosted by Shopify, which provides the e-commerce platform that enables us to offer products and services online.

These Terms of Service (“Terms”), together with any quote, order confirmation and policies referred to in them, describe your rights and responsibilities when using the Services or purchasing from us.

By visiting or using the Services, placing an order, accepting a quote or paying a deposit, you agree to these Terms.

Please also review our Privacy Policy and Refund Policy.

Nothing in these Terms excludes, restricts or modifies any rights, guarantees, warranties or remedies you may have under the Consumer Guarantees Act 1993, the Fair Trading Act 1986, the Building Act 2004 or any other applicable New Zealand law where those rights, guarantees, warranties or remedies cannot lawfully be excluded, restricted or modified.

Section 1 – Access and Account

You must be at least 18 years old, or have the permission and supervision of a parent or legal guardian, to place an order through the Services.

You may be required to provide information including your:

name;
email address;
phone number;
billing information;
delivery address; and
payment details.

You confirm that all information you provide is accurate, current and complete and that you are authorised to provide and use that information.

You are responsible for maintaining the confidentiality of your account credentials and for activity carried out through your account.

Please notify us promptly if you believe your account has been accessed or used without authorisation.

Section 2 – Products and Product Information

We take reasonable care to ensure that product descriptions, specifications, dimensions, photographs, colours and other information displayed through the Services are accurate.

However, the actual appearance of a product may vary due to:

screen and device settings;
lighting;
natural timber or material variation;
manufacturing tolerances;
paint and finishing processes; and
reasonable variations between manufacturing batches.

Product dimensions and specifications may be subject to normal manufacturing tolerances unless an exact tolerance has been agreed in writing.

Product availability, designs and specifications may change from time to time. We may update or discontinue a product before accepting an order.

Changes will not apply to an order already accepted by us unless:

you agree to the change;
the original product or component is unavailable and you agree to a suitable alternative; or
the change is reasonably necessary and does not materially reduce the product’s quality, function or value.

You are responsible for reviewing the product description and confirming that the product is suitable for your intended application before ordering.

Where you tell us about a particular purpose or application, we will take reasonable care when recommending a product. However, you must provide us with complete and accurate information about the intended use and installation conditions.

Section 3 – Measurements and Specifications

Where an order depends on measurements, selections or technical specifications, you must provide complete and accurate information.

This may include:

door leaf size;
structural opening size;
door thickness;
door handing or opening direction;
jamb size;
stud size;
wall thickness;
groove or flat jamb requirements;
drilling requirements;
face-hole size;
backset;
lock and latch preparation;
hinge preparation;
door design;
door finish;
hardware selection;
installation conditions;
delivery access; and
any other relevant specifications.

We may ask you to confirm measurements or specifications in writing before ordering, manufacturing, drilling, painting or preparing the product.

We are entitled to rely on information confirmed by you or by a person reasonably appearing to be authorised to act on your behalf, including your:

builder;
project manager;
architect;
installer;
employee;
agent; or
customer.

Where we have not carried out a site measurement, you remain responsible for the accuracy of the measurements and specifications supplied to us.

We are not responsible for a product being unsuitable or requiring alteration where the product was supplied or prepared correctly according to inaccurate, incomplete or incorrectly confirmed information provided by you or your authorised representative.

This does not limit your rights where the product does not comply with the measurements, specifications or other details confirmed in the accepted order.

Standard Lock Drilling

We will not drill or machine a door unless drilling or machining is included in the confirmed order or otherwise authorised by you in writing.

Where standard cylindrical lock drilling has been requested and no alternative specification has been agreed in writing, our standard drilling specification is:

Face hole: 54mm diameter
Backset: 60mm

You must confirm any different drilling, lock preparation or backset requirements before the door is drilled or machined.

Once drilling or machining has started, changes may not be possible.

Section 4 – Orders and Acceptance

Placing an order through the website, requesting work or accepting a quote is an offer to purchase products or services from us.

An order is accepted when we do one or more of the following:

confirm the order in writing;
send an order confirmation;
receive your acceptance of a quote;
receive an agreed deposit or payment;
issue an invoice confirming the order; or
begin ordering, manufacturing or preparing the products with your authority.

We may decline an order before acceptance where:

the product is unavailable;
the requested specification cannot reasonably be supplied;
delivery is unavailable to the requested location;
the product information or price contains a genuine error;
payment has not been authorised; or
we reasonably suspect fraud or unauthorised activity.

If we decline an order after receiving payment, we will refund the amount paid for the affected order.

Before submitting or approving an order, you must check:

product descriptions;
quantities;
dimensions;
door designs;
handing;
drilling;
hardware;
finishes;
delivery information;
installation details; and
contact information.

Please notify us immediately if you identify an error in an order confirmation.

Section 5 – Prices and Payment

All prices are stated in New Zealand dollars.

Unless clearly stated otherwise, prices displayed to consumers include Goods and Services Tax (GST).

Additional charges may apply where they are disclosed before you commit to the purchase or subsequently agreed in writing. These may include:

delivery;
installation;
oversized freight;
rural delivery;
redelivery;
additional handling;
storage;
customisation;
variations; and
other agreed charges.

Prices, discounts and promotions may change without notice. However, a change will not affect an order already accepted by us unless:

you agree to the change;
the scope or specifications change; or
there was an obvious and genuine pricing error.

Where a quote, invoice or order requires a deposit, progress payment or balance payment, payment is due according to the terms stated in that document.

Unless otherwise stated in the accepted quote or invoice:

a deposit may be required before products are ordered or work begins; and
the remaining balance must be paid before delivery, collection or completion.

You confirm that you are authorised to use the payment method supplied and agree to pay all amounts properly due under the accepted order.

We may pause ordering, production, preparation, delivery or installation if an amount is overdue or required information has not been provided.

Where practicable, we will give you notice before pausing the order.

Section 6 – Custom and Specially Prepared Products

Custom-made and specially prepared products may include products that are:

made to order;
custom-sized;
cut to size;
drilled;
machined;
painted;
stained;
pre-hung;
rebated;
grooved;
prepared for specific hardware; or
ordered specifically for your project.

These products may enter production or preparation shortly after an order or deposit is accepted.

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

Where we agree to a change or cancellation after costs have been incurred, you may be required to pay reasonable costs relating to:

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

Custom or specially prepared products generally cannot be returned because you have changed your mind.

This does not affect your rights where the product:

is faulty;
does not meet an applicable statutory guarantee;
does not match the confirmed order; or
is otherwise required to be remedied under applicable law.

Section 7 – Delivery and Collection

Delivery Timeframes

Delivery, production and completion dates are estimates unless we expressly agree in writing that a particular date is guaranteed.

We will take reasonable steps to meet estimated timeframes and will notify you of material delays where practicable.

We are not responsible for delays caused by circumstances outside our reasonable control, including:

supplier delays;
manufacturing delays;
carrier disruption;
severe weather;
natural disasters;
road closures;
strikes;
government action;
material shortages;
port or customs delays; or
incorrect or late information supplied by you.

This does not exclude any responsibility we have under applicable law.

Delivery Responsibility

Where we arrange delivery to a consumer, we remain responsible for the products until they are delivered to the agreed address.

If products are damaged, lost or materially delayed in transit, please contact us promptly so that we can investigate and deal with the carrier.

Where you arrange your own carrier or collection, responsibility for the products will pass to you when the products are collected by you or your nominated carrier, subject to applicable law.

Delivery Access

You must ensure that:

the delivery address is correct;
accurate contact details have been provided;
safe and reasonable access is available;
the delivery location is suitable for the products;
any access restrictions have been disclosed; and
someone is available to receive the products where required.

You must tell us before delivery about any:

narrow access;
steep driveway;
stairs;
restricted parking;
height or weight restrictions;
construction-site requirements;
rural access conditions; or
other circumstances that may affect delivery.

Reasonable additional delivery, waiting, redelivery, handling or return-to-depot charges may apply where they result from:

incorrect delivery information;
undisclosed access restrictions;
unavailable or unsafe access;
nobody being available to receive the products;
refusal of an agreed delivery;
a failed delivery attempt; or
another circumstance reasonably within your control.

Inspection

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

You should notify us promptly of any:

visible transit damage;
shortages;
incorrect products; or
other obvious delivery issues.

Prompt notification helps us investigate any carrier or supplier claim.

A delay in notifying us does not remove any rights you have under applicable law.

Section 8 – Storage

We provide up to 10 working days of complimentary storage.

The complimentary storage period begins on the date we notify you in writing that:

the products are ready for collection or delivery; or
processing, dispatch, delivery or installation is being delayed because we are waiting for information or action required from you.

Information or action required from you may include:

confirmation of measurements;
drilling information;
hardware specifications;
delivery instructions;
payment;
site access;
installation readiness; or
another approval reasonably required to complete the order.

If the products remain in storage after the complimentary period for reasons within your control, the following charges will apply:

NZ$5 plus GST per door for each week or partial week;
equivalent to NZ$5.75 including GST per door; and
subject to a minimum charge of NZ$25 plus GST per order for each week or partial week, equivalent to NZ$28.75 including GST.

Any partial week will be charged as a full week.

Storage charges will continue until the products are:

collected;
dispatched;
delivered; or
placed under another written storage arrangement agreed by us.

We will not charge storage fees for a delay caused solely by us.

To the extent permitted by law, we may require outstanding storage charges and other properly due amounts to be paid before releasing, dispatching or delivering the products.

Any storage charge introduced through an amendment to these Terms will not be retrospectively applied to an order accepted before the amended Terms became effective unless the charge was otherwise disclosed and agreed.

Section 9 – Installation Services

Where installation is included in the accepted order, the installation scope will be limited to the work described in the quote, invoice or order confirmation.

Unless expressly included, installation does not include:

structural alterations;
raising or replacing lintels;
framing repairs;
building consent applications;
electrical work;
plumbing;
plastering;
painting;
staining;
flooring repairs;
tile repairs;
asbestos removal;
disposal of existing products; or
other work outside the agreed scope.

Site Readiness

You must ensure that the installation site is:

safe;
reasonably accessible;
cleared of unnecessary obstructions;
ready for the agreed work; and
compliant with any access or site requirements communicated to us.

You must tell us about any known:

structural issues;
water damage;
rot;
asbestos or suspected hazardous materials;
electrical or plumbing services;
concealed obstructions;
access limitations; or
other matters that could affect the work.

We may stop or postpone work if we reasonably consider that the site is unsafe or not ready.

Additional attendance, travel or labour charges may apply where an installation cannot proceed because of a matter reasonably within your control.

Existing and Hidden Conditions

Quotes based on photographs, plans, customer measurements or visible site conditions may not include hidden or unexpected conditions.

These may include:

damaged framing;
out-of-square openings;
non-standard construction;
concealed wiring or plumbing;
rot;
structural movement;
inadequate support;
incompatible existing hardware; or
other conditions that could not reasonably have been identified before work began.

If additional work is required, we will explain the issue and, where practicable, obtain your approval before carrying out work outside the agreed scope.

Approved additional work may be charged as a variation.

Customer-Supplied Hardware

Where you supply locks, handles, hinges or other hardware, you are responsible for ensuring that the hardware is:

suitable for the door and intended application;
compatible with the relevant door preparation;
complete;
undamaged; and
available at the installation site.

We will install customer-supplied hardware with reasonable care and skill.

However, we are not responsible for defects, missing parts, incompatibility or manufacturer issues relating to hardware that we did not supply.

Additional labour or return attendance may be charged where customer-supplied hardware is unsuitable, incomplete or unavailable.

Consents and Approvals

Unless expressly included in our quote, you are responsible for obtaining any:

building consent;
body corporate approval;
landlord approval;
property-owner approval; or
other permission required for the work.

We will comply with applicable legal requirements relating to work we carry out.

Section 10 – Returns, Refunds and Remedies

Returns and refunds are subject to our Refund Policy and applicable New Zealand law.

Nothing in our Refund Policy or these Terms limits your rights under the Consumer Guarantees Act 1993 or other applicable legislation.

Where a product or service does not meet an applicable statutory guarantee, the available remedy will depend on:

the nature of the problem;
whether the problem can reasonably be remedied;
whether the failure is minor or substantial; and
the remedies available under applicable law.

We may need a reasonable opportunity to inspect the product or work before determining the appropriate remedy.

You should not arrange third-party repairs, alterations or replacement work at our expense without first giving us a reasonable opportunity to assess and remedy the matter, except where urgent action is reasonably necessary to prevent damage or address a safety issue.

Change-of-mind returns are only available where permitted by our Refund Policy.

Section 11 – Consumer Guarantees and Warranties

Products and services supplied to consumers in New Zealand come with statutory guarantees that cannot be excluded.

These may include guarantees that:

products are of acceptable quality;
products are fit for an agreed or represented purpose;
products match their description;
products match an agreed sample or demonstration model;
services are carried out with reasonable care and skill;
services are fit for the agreed purpose;
services are completed within a reasonable time where no timeframe has been agreed; and
services are supplied for a reasonable price where no price has been agreed.

Any manufacturer or supplier warranty is additional to, and does not replace, rights available under applicable law.

A manufacturer’s warranty may be subject to reasonable maintenance and installation requirements. These requirements do not exclude your statutory rights.

Where we carry out residential building work, any applicable implied warranties under the Building Act 2004 will also apply and are not excluded or restricted by these Terms.

Where both you and we are in trade and products or services are acquired for business purposes, any agreement to contract out of consumer legislation must be separately recorded in writing and will apply only to the extent permitted by law and where it is fair and reasonable.

These Terms alone do not automatically exclude statutory protections for business customers.

Section 12 – Product Care and Maintenance

You are responsible for following reasonable care, installation and maintenance instructions supplied with the product.

This may include requirements relating to:

painting or sealing;
suitable paint colours;
exposure to weather;
overhead protection;
cleaning;
lubrication;
adjustment;
ventilation;
moisture protection; and
periodic maintenance.

Where a product is supplied unfinished, pre-primed or ready for painting, you are responsible for completing the required finishing within the timeframe and in the manner recommended by the manufacturer.

Failure to follow reasonable manufacturer care and maintenance instructions may affect a manufacturer’s warranty to the extent permitted by law.

This does not remove rights relating to an inherent defect or another failure covered by applicable consumer law.

Section 13 – Intellectual Property

The Services and their content are owned by or licensed to Brothers Home Service Ltd and are protected by New Zealand and international intellectual property laws.

Protected content may include:

business and trading names;
trademarks;
logos;
text;
photographs;
graphics;
videos;
audio;
product information;
website design; and
the arrangement of website content.

You may use the Services for lawful personal or internal business purposes.

You must not reproduce, distribute, modify, republish, sell, scrape, exploit or commercially use content from the Services without our prior written permission, except where permitted by law.

Shopify’s name, logo, products and services are trademarks of Shopify.

Other names, logos and trademarks appearing through the Services belong to their respective owners.

Section 14 – Third-Party Tools and Links

We may provide access to tools, applications, services, websites or content supplied by third parties.

Unless otherwise stated, we do not control third-party services and provide access to them on an “as available” basis.

Your use of a third-party service may be subject to that provider’s own terms and privacy policy.

Links to third-party websites are provided for convenience and do not necessarily mean that we endorse the third party.

To the extent permitted by law, we are not responsible for the content, security, products, services or practices of third parties that are outside our reasonable control.

Section 15 – Relationship With Shopify

Our online store is hosted by Shopify.

Purchases made through the store are transactions between you and Brothers Home Service Ltd, trading as Brothers Home Supply, and not Shopify.

Shopify is not the seller or installer of our products and is not responsible for:

fulfilling our orders;
providing installation;
handling product complaints; or
meeting our obligations to you.

Nothing in this section limits any rights you may have against Shopify in relation to services supplied directly by Shopify.

Section 16 – Privacy

We collect and handle personal information in accordance with our Privacy Policy and the Privacy Act 2020.

Because our online store is hosted by Shopify, personal information may also be processed by Shopify and service providers used to:

operate the website;
process payments;
prevent fraud;
manage orders;
provide delivery; and
support customers.

Please review our Privacy Policy for more information about how personal information is collected, used, stored and disclosed.

Section 17 – Feedback, Photographs and Reviews

If you voluntarily submit feedback, photographs, reviews, suggestions or other content to us, you grant us a non-exclusive, worldwide and royalty-free licence to use, reproduce and display that content for operating, improving and promoting the Services, unless otherwise agreed.

You confirm that:

you own the content or have permission to provide it;
the content does not infringe another person’s rights;
the content does not contain unlawful material; and
the content does not misrepresent your experience.

We may moderate or remove content that is:

unlawful;
misleading;
abusive;
irrelevant;
fraudulent; or
in breach of another person’s rights.

We will not alter a genuine customer review in a way that changes its meaning.

Section 18 – Errors and Inaccuracies

We may correct typographical errors, inaccuracies or omissions relating to:

product descriptions;
product specifications;
availability;
pricing;
promotions;
delivery charges;
transit times; or
other website content.

If an error is identified before an order is accepted, we may correct the information or decline the order.

If a material error is identified after an order has been accepted, we will contact you and offer a reasonable solution. This may include:

proceeding on corrected terms with your agreement;
offering a suitable alternative; or
cancelling and refunding the affected part of the order.

Nothing in this section limits your rights under applicable law.

Section 19 – Prohibited Uses

You may use the Services only for lawful purposes.

You must not use the Services to:

breach New Zealand law or another applicable law;
infringe intellectual property, privacy or other legal rights;
harass, threaten, defame, abuse or harm another person;
submit fraudulent, false or misleading information;
transmit malware, malicious code or harmful content;
send spam, phishing messages or unauthorised advertising;
impersonate another person or organisation;
scrape, crawl, copy or exploit the Services in a way that interferes with their operation; or
bypass or interfere with security features.

We may suspend or restrict access where we reasonably believe these Terms have been breached or where reasonably necessary to protect the Services, customers or other parties.

Section 20 – Limitation of Liability

Nothing in these Terms excludes, restricts or modifies liability, guarantees, warranties or remedies that cannot lawfully be excluded, restricted or modified.

To the extent permitted by law, we are not responsible for loss or damage caused by:

inaccurate measurements or specifications supplied by you;
unauthorised alterations or repairs;
misuse;
incorrect installation by another person;
failure to follow reasonable care or maintenance instructions;
normal wear and tear;
customer-supplied products or hardware;
circumstances outside our reasonable control; or
a matter that was not caused by our breach, negligence or unlawful conduct.

For transactions between businesses, and only to the extent permitted by law, our total liability arising from an order will not exceed the amount paid to us for the product or service giving rise to the claim.

This limitation does not apply to:

fraud;
wilful misconduct;
gross negligence;
personal injury caused by negligence; or
liability that cannot lawfully be limited.

Section 21 – Suspension and Termination

You may stop using the website at any time.

We may suspend or terminate access to the website or an account where you:

materially breach these Terms;
engage in unlawful or fraudulent conduct;
create a security risk; or
fail to pay an amount properly due after reasonable notice.

Termination or suspension of website access does not automatically cancel an accepted order.

Rights and obligations relating to accepted orders, payments, intellectual property, liability, disputes and provisions intended to survive termination will continue as applicable.

Section 22 – Severability and Waiver

If any provision of these Terms is found to be unlawful, invalid or unenforceable, that provision will be read down to the minimum extent necessary or severed.

The remaining provisions will continue in effect.

A failure or delay by either party to exercise a right does not waive that right.

Section 23 – Entire Agreement and Order of Priority

These Terms, the accepted quote or order confirmation and any policies expressly incorporated into them form the agreement relating to your order and use of the Services.

If there is a conflict, the following order of priority will apply:

the accepted quote, invoice or order confirmation for the specific order;
any written variation agreed by both parties;
any applicable product-specific terms;
these Terms; and
general website policies.

This order of priority is always subject to applicable law.

Section 24 – Governing Law and Disputes

These Terms and any agreement between you and us are governed by the laws of New Zealand.

The courts and tribunals of New Zealand have jurisdiction over disputes, including the Disputes Tribunal where applicable.

Nothing in this section prevents a consumer from using any court, tribunal or dispute-resolution process available under applicable law.

Before starting formal proceedings, we encourage you to contact us so that we can try to resolve the matter directly.

Section 25 – Changes to These Terms

We may update these Terms by posting a revised version on the website.

Changes will apply from the stated effective date.

Changes will not retrospectively alter an order already accepted unless:

the change is required by law; or
you agree to the change.

Where a change materially affects an ongoing service, we will provide reasonable notice where practicable or required by law.

Section 26 – Contact Information

Trading name: Brothers Home Supply
Legal business name: Brothers Home Service Ltd
Email: sales@brothershomeservice.co.nz
Office Address: 23A Ian Marwick Place, Birkenhead, Auckland, New Zealand
Phone: 022 637 1129

Your cart is empty

Your cart

Estimated total