Refund policy

Return Policy

KiwiPro Building Supplies

At KiwiPro Building Supplies, we are committed to providing high-quality products and excellent service. Please review our return policy carefully before making a purchase.

General Return Policy

  • Returns are not accepted unless the product is covered by a manufacturer’s warranty, or is defective or incorrect due to our error.
  • Products marked as “Clearance” or “Last Chance” are final sale and not eligible for return or exchange.

Received a Defective or Incorrect Item?

If you’ve received a defective or incorrect product, please contact us immediately with the following:

We may cover return shipping costs if the return is the result of our error.

Please do not return any items before contacting us. We will provide instructions on how and where to send your return.

Return Conditions (Once Approved)

  • Products must be unused, undamaged, and in their original condition
  • All labels and tags must remain attached
  • Return courier fees are the responsibility of the customer
  • A 15% restocking fee applies for incorrect items ordered by the customer

If the above conditions are not met, the item may be returned to you at your expense.

Need assistance? We're here to help – contact our team at orders@kiwiprosupplies.co.nz.

Refund Policy

KiwiPro Building Supplies

At KiwiPro Building Supplies, customer satisfaction is important to us. Our refund policy is designed to be clear and straightforward.

Eligibility for a Refund

  • Refunds are only available for products that are returned due to being defective, incorrect, or covered by a manufacturer’s warranty.
  • All return requests must be approved before a refund is issued.
  • We do not offer refunds for Clearance or Last Chance items, or for change of mind purchases.

Refund Process

To request a refund, please contact us at orders@kiwiprosupplies.co.nz with your order number and proof of purchase.

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will be applied to your original method of payment.

Important Notes

  • Refunds will be issued for the product amount only. , unless the return is due to our error.
  • If you ordered the wrong item, and the return is accepted, a 15% restocking fee will apply and will be deducted from your refund.
  • Please allow up to 10 - 15 business days for the refund to process and to be appeared in your account, depending on your payment provider.

Have questions about your refund? Reach out to us at orders@kiwiprosupplies.co.nz – we’re here to help.

Cancellation Policy

KiwiPro Building Supplies

We understand that plans can change. Our cancellation policy is designed to be clear and consistent with our return and refund policies.

Order Cancellations

  • Orders can be cancelled before dispatch only.
  • To cancel an order, please email us at orders@kiwiprosupplies.co.nz and include your order number.
  • If your order has already been processed or dispatched, it cannot be cancelled and will be subject to our Return Policy.

Post-Dispatch Cancellation

If your order has already shipped, the following applies:

  • You may return the item in line with our Return & Refund Policy.
  • Return shipping is at the customer’s expense.
  • Items must be unused, undamaged, and in original condition with all tags/labels attached.
  • A 15% restocking fee applies if the cancellation is due to an incorrect item being ordered.

Non-Cancellable Items

  • Clearance or Last Chance sale items
  • Custom or special-order products
  • Orders already shipped or delivered

If you have any questions about your cancellation request, please contact us at orders@kiwiprosupplies.co.nz.