Last updated: 29 August 2026
This policy explains ONZKO’s approach to product problems, returns, cancellations and refunds. Because ONZKO is launching in catalogue-and-enquiry mode, product availability, pricing, delivery and project requirements are normally confirmed through a quote or other written agreement before supply.
Your rights under New Zealand law
Nothing in this policy limits or excludes any rights or remedies that cannot lawfully be limited or excluded, including rights that may apply under the Consumer Guarantees Act 1993 and Fair Trading Act 1986.
Goods supplied for personal, domestic or household use must meet applicable legal guarantees, including being of acceptable quality, fit for purpose where that purpose has been made known, and matching their description. The remedy available for a problem will depend on the circumstances and the seriousness of the failure.
Faulty, damaged or incorrect products
If a product is faulty, unsafe, damaged in transit, materially different from its confirmed description, or not the product you ordered, contact ONZKO as soon as reasonably practicable through our Contact Us page.
Please provide your quote, invoice or order reference, the product name or SKU, a clear description of the issue, and photographs where they can reasonably help us assess the problem. Keep the product and packaging until ONZKO provides instructions.
Where a legal guarantee has not been met, ONZKO will provide the remedy required by law. Depending on the issue, this may be a repair, replacement, refund or another appropriate solution. We will not require original packaging where doing so would unlawfully restrict your rights.
Change-of-mind requests
New Zealand law does not generally require a business to accept a return because a customer changed their mind, selected the wrong item, no longer needs the product or found an alternative elsewhere.
ONZKO may consider a change-of-mind request at its discretion where the product has not been used, installed, altered or damaged and can be resold in its original condition. You must contact us and receive written return approval before sending any product back. Approved discretionary returns may be subject to reasonable transport, handling, supplier or restocking costs disclosed before the return is accepted.
Special-order, imported-to-order, customised, made-to-measure, cut, finished, assembled or otherwise project-specific products will not normally be accepted for change of mind once ONZKO has committed to the supplier or started the work. This does not affect remedies for faulty, misdescribed or otherwise non-compliant goods.
Cancellations before supply
If you want to cancel after accepting a quote or placing an order, contact ONZKO immediately. Whether cancellation is possible will depend on the accepted quote or agreement, work already completed, supplier commitments, freight bookings and costs already incurred. Any cancellation terms will be explained before ONZKO confirms the outcome.
Return process
- Contact ONZKO before returning a product.
- Wait for written return instructions and the approved return location.
- Pack the product reasonably securely and include the return reference we provide.
- Do not send products directly to a manufacturer or supplier unless ONZKO instructs you to do so.
Responsibility for return or collection costs depends on the reason for the return and your legal rights. ONZKO will meet costs where required by law. For an approved discretionary change-of-mind return, you may be responsible for the agreed return costs.
Refunds
When a refund is the agreed or legally required remedy, ONZKO will confirm the amount and payment method. Refunds will normally be made to the original payment method where practicable. Banks and payment providers may require additional processing time after ONZKO issues a refund.
Quotes and project-specific terms
An accepted quote, invoice, supply agreement or project contract may contain additional terms relevant to delivery, staged supply, deposits, custom work, cancellations or returns. If a project-specific term conflicts with a right that cannot lawfully be excluded, the applicable legal right prevails.
Contact us
Use our Contact Us page for a product problem, return request, cancellation or refund query. Include the product name or SKU and your quote, invoice or order reference so we can respond efficiently.
