Complaints Handling Policy

Tell us what happened so we can investigate and respond.

How to complain

Email theteam@screendoorsonline.co.nz with your order reference, what went wrong and the outcome you seek. Include relevant photographs or tracking information, but no payment-card details. You can also use our contact page.

What happens next

We will review the information, ask for anything needed to investigate and explain the proposed next steps. If a delivery or supplier investigation is needed, we will let you know. Keep the item and packaging until we have agreed any return arrangements.

If the issue remains unresolved

Ask for your complaint to be reviewed by management. Your access to independent advice, dispute resolution and remedies under New Zealand consumer law remains unchanged. Privacy concerns may also be raised with the Office of the Privacy Commissioner.