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Returns and refunds

Standards New Zealand's refund policy

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We will do our best to ensure your order is fulfilled correctly and on time and will correct any problems that might occur during the purchase, printing, or dispatching process.

However, we are unlikely to offer a refund or return where:

  • we have processed an international order on your behalf
  • the purchase has been made in error
  • you have changed your mind
  • you have purchased a superseded standard.

For full details on our returns and refunds, please read our policy on returns and refunds.

Policy on returns and refunds [PDF, 379 KB]

If there is a problem with your order of a New Zealand or joint Australian/New Zealand standard

  • If you receive a faulty or damaged standard we will replace your order with undamaged stock once we have received the original item back.
  • If you have received an incorrect standard or incorrect quantity in your order, we will exchange it for the correct items.
  • If you require the replacement urgently, email the Standards New Zealand team a photo of the item showing the damaged/incorrect product. We will contact you to discuss replacing it.

If there is a problem with your order of an international standard

  • If you have received a damaged or incorrect international standard we will correct the error. However, please note that if the order was placed with one of our international suppliers there may be a delay while the original is returned and the replacement sent.
  • If you require the replacement urgently, email the Standards New Zealand team a photo of the item showing the damaged/incorrect product. We will contact you to discuss replacing it.

If you require a refund

Standards New Zealand will credit the return of New Zealand, joint Australian/New Zealand or international standards purchased through Standards New Zealand if:

  • standards were damaged in transit or upon receipt
  • the order quantity supplied was incorrect, or
  • the incorrect standard was supplied

and we receive the return within 7 business days of the invoice date, and the standards are in saleable condition (unless damaged in transit or upon receipt).