FAQ's

DELIVERY
Where are orders delivered to?
Orders will be delivered to New Zealand street addresses in the North Island and South Island only. We regret that deliveries are not available to any offshore islands because of dangerous goods freight regulations.

What are the delivery fees?
When your order is $200 or more (excluding GST), delivery is included FREE OF CHARGE. For orders less than $200 (excluding GST), the delivery fee is $12. The delivery fee will be displayed in your cart when you checkout. For large or bulk orders, we reserve the right to refuse orders or negotiate delivery fees.

When will I receive my order?
For North Island orders, deliveries are targeted within two - three working days from the order being placed and your receipt of a confirmation email. For South Island and Rural addresses, deliveries may take longer (targeted three to five working days). Deliveries are made Monday to Friday, excluding statutory or provincial holidays. Deliveries are not made on Saturday or Sunday.

Can I track my order?
When your delivery is shipped, you will receive an email with the courier tracking number, and the courier website address. You may track your order through the courier website. How will my order be delivered? Orders are delivered by Courier. As all orders are tracked, they must be signed for. This signature is your acceptance that the goods have been delivered. This signature signifies that the goods are now the recipient's property and responsibility. Orders will be delivered to street addresses, not PO Boxes, within the North and South Islands of New Zealand only.

Why have I received only part of my order?
If your order is received incomplete please contact us immediately by email at sales@refinish.co.nz

What happens if the products I have ordered are not available?
We endeavour to have on hand all products advertised on our website. Occasionally products may not be immediately available. In this exceptional circumstance, we will notify you prior to the order being shipped that the product is not available. You may choose to accept a refund for the unavailable product, or you may choose to accept an alternative product, or you may choose to accept the product as a back order, which will be sent to you when it is available in a separate delivery. If a back order / separate delivery is chosen, delivery for the separate shipment will be free of charge.

RETURNS
Can I return products?
Products will be accepted only by agreement, for example if the wrong product has been ordered. Agreement that a return will be accepted will be confirmed by email from refinish.co.nz. Product returns will be accepted where a request to return a product is made within five working days of delivery. Product returns will be accepted only where the product is unopened, and is delivered back to refinish.co.nz in good condition. You will be responsible for courier / shipment costs of returning the product to refinish.co.nz. Product returns will be subject to a 20% restocking fee.

Help! I have received the wrong product.
If you have received a product different to that which was ordered, please contact the refinish team within two (2) working days of receiving your delivery by email to the refinish team at sales@refinish.co.nz

Help! Products in my delivery are damaged! 
If a delivery appears to be damaged, you should not accept it from the courier. If a delivery has been accepted (signed for) and you find products are damaged, please contact the refinish team urgently (within two days of the delivery) by email. If a delivery appears to be damaged, you should not accept it from the courier. If a delivery has been accepted (signed for) and you find products are damaged, please contact the refinish team urgently (within two days of the delivery) by email at sales@refinish.co.nz as the courier company will need to investigate. We will send a replacement product.

PAYMENT AND SECURITY
We want you to have a safe and secure shopping experience when you ship online at refinish.co.nz. All payments via our sites are processed using SSL (Secure Socket Layer) protocol. Sensitive information is encrypted to protect your privacy. We strongly recommend that you help to protect your details from unauthorised access by logging out from your account when you have finished your purchasing session.

How can I pay for my order?
You can pay for your order with a credit card or a debit card. We currently accept Mastercard and Visa.

Does the price shown include GST? What happens when prices change?
All prices listed on the refinish.co.nz website are in New Zealand dollars. Prices are exclusive of GST. For your assistance, we also show GST inclusive product prices in smaller print. Our prices are correct when published, but we reserve the right to alter prices at any time for any reason.

I need more help. How do I contact the Refinish team?
Please email the friendly refinish team at sales@refinish.co.nz

Help! I have forgotten my password.
In the login screen, click on the "Forgot Your Password" link. A new screen titled "Reset Your Password" will open. Enter your user name. Your password will be sent to the account's email address.

How do I change my account details?
To change account details log in. The following information may be changed in the Account Information Screen. Password, Billing Address, Delivery Address, and Newsletter Subscriptions. Saved Orders may also be replicated or deleted in this screen.

Can I save orders?
Orders can be saved, and completed in a later session. Saved and actioned orders may be replicated as a speedy and efficient method to populate your shopping cart with the items from a previous order.
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