Refund policy
Returns & Exchanges
Non-sale items may be returned for refund or exchange within 30 days of delivery, provided you contact us within 7 days of receipt and obtain written approval before returning them. Please email info@featurepanel.co.nz with your order details, and we can help organise the return.
Items must be unused, uninstalled, uncut and uncoated, with all original packaging included, and in resaleable condition. Custom, made-to-order, cut-to-size or coated-to-order products, sale items and seconds are excluded from change-of-mind returns.
Packaging and Return Freight
You must receive written approval of your return or exchange from us by email before proceeding. We will assist with the return paperwork and book collection with our freight supplier once the arrangements and return freight cost have been agreed by both parties.
You are responsible for securely repacking the items in the same protective configuration as delivered, including the pallet or base, protective top sheet, edge protection and securing materials where supplied. Missing packaging must be replaced with equivalent protection. The goods must be securely packaged and ready before collection; the carrier does not pack them unless separately arranged.
You pay the return freight and any agreed special collection charges. Return freight is quoted individually and is not a flat fee. Collection without a forklift, restricted access or additional handling may result in costs above our standard delivery fee. We will confirm the cost with you before booking. Original delivery charges are non-refundable for change-of-mind returns.
We will email you a packing slip, which you are responsible for printing and securely attaching to the packaged goods before collection.
For change-of-mind returns, you are responsible for loss or damage during return transport until the goods reach us, except where caused by us or otherwise required by law. Returned goods will be inspected on arrival, and any damage affecting their resaleable condition may result in an agreed deduction from your refund or exchange credit.
These conditions do not limit your rights under applicable New Zealand consumer law.
Returns & Refunds
A 10% restocking fee applies to approved change-of-mind returns for refund. This is calculated on the price paid for the returned goods after discounts, including GST where charged, and excluding delivery charges. It covers inspection, routine repacking and administration.
Once the goods arrive, we inspect them before confirming the refund. Items damaged or no longer resaleable may be declined or credited at a reduced value. We will explain any proposed deductions.
Approved refunds are made to the original payment method, less the applicable fee and agreed deductions. We aim to process refunds within 10 business days of receiving and assessing the return. Your payment provider may take additional time to show the credit.
Exchanges
Our standard 10% restocking fee applies to approved exchanges, covering the inspection, repacking and administration required to return products to stock. You must receive written confirmation of the agreed exchange from us by email before proceeding. Please refer to Packaging & Return Freight above for collection and packing requirements.
You are responsible for return collection and replacement delivery costs unless otherwise agreed. Any additional delivery requirements will be quoted separately.
Replacement items are dispatched once the returned goods have been inspected and the exchange agreed, subject to availability. If the replacement costs more, you pay the difference before dispatch. If it costs less, we refund the difference after applicable fees and agreed deductions. Any agreed deductions for damaged returned goods still apply.
These conditions apply to change-of-mind exchanges and do not limit your rights under applicable New Zealand consumer law.
Faulty, Damaged or Incorrect Goods
Please contact us promptly if your goods arrive damaged, are incorrect or appear faulty, and before cutting, coating or installing them.
The change-of-mind conditions and restocking fee above do not limit your rights under the Consumer Guarantees Act 1993 or other applicable New Zealand law. Where a remedy is required by law, we will meet our obligations, including applicable reasonable return or collection costs.
Please read our Terms of Sale & Use for full details.