Refunds & Returns

Our change-of-mind policy and your separate rights under New Zealand consumer law.

If there is a problem with your goods

Goods that are faulty, damaged, misdescribed or not fit for purpose may entitle you to a remedy under the Consumer Guarantees Act 1993. Contact theteam@screendoorsonline.co.nz with the order details and a description or photograph of the problem. We will assess it and arrange the remedy required by law. The change-of-mind fees below do not restrict those rights.

Change-of-mind returns

For change-of-mind returns, contact us within 15 days of purchase. Original packaging and proof of purchase are required. A NZ$39 packing and handling fee applies, and you pay tracked return shipping to the dispatch warehouse. These terms do not limit your Consumer Guarantees Act rights for faulty or misdescribed goods. This voluntary policy covers an order you no longer need, a wrong selection or a screen that does not fit. Keep the item in its original condition and packaging. Contact us first for the correct return address and instructions; the administration address is not the return warehouse.

Return costs

The NZ$39 packing and handling fee is non-refundable for a change-of-mind return. You are also responsible for tracked return shipping to the warehouse that dispatched your order. Keep your tracking receipt. These charges do not apply to the extent a statutory remedy requires us to bear the cost.

Cancellation before dispatch

Contact us as soon as possible, ideally within 12 hours of ordering. An order can be cancelled only before it has shipped. A 12.5% service and processing fee applies to a voluntary cancellation. Once shipped, use the applicable returns process. Statutory rights remain unaffected.

Receiving your refund

After the returned goods have been received and checked, the published processing timeframe is 24–48 hours. Refunds go to the original payment method, or credit if you request it. Your payment provider may take additional time to display the refund.

Custom-size quotations

A custom-size enquiry is not an order. Ask the team to set out the dimensions, price, delivery and any specific cancellation or return terms before accepting a quotation. Nothing in those terms removes rights that cannot lawfully be excluded.