Refund policy

Returns & Refund Policy

Last Updated: June 2026

At Built Supply Co, we stand behind the quality of our products and want you to shop with confidence.

Returns

We accept returns within 30 days of delivery for eligible items.

To be eligible for a return:

Item must be unused and in original condition.
Item must be in its original packaging.
Proof of purchase is required.
Item must not be a special-order, custom-made, clearance, or non-returnable product.

Change of Mind Returns

If you change your mind, you may return eligible items within 30 days of delivery.

Customers are responsible for return shipping costs unless the item was supplied incorrectly or arrived damaged.

Refunds will be issued once the returned item has been inspected and approved.

Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty, or incorrect:

Contact us within 7 days of receiving your order.
Include your order number and photos of the issue.
We will arrange a replacement, repair, or refund where appropriate.

We may require additional information before processing a claim.

Refunds

Once your return has been received and inspected, we will notify you of the outcome.

Approved refunds will be processed to your original payment method within 5–10 business days.

Please note that your bank or payment provider may take additional time to process the refund.

Non-Returnable Items

The following items cannot be returned unless faulty:

Custom or made-to-order products
Clearance or final sale items
Gift cards
Products that have been installed, used, modified, or damaged after delivery

Shipping Costs

Original shipping charges are non-refundable unless the return is due to our error or a faulty product.

Return shipping costs are the responsibility of the customer unless otherwise required by New Zealand consumer law.

Consumer Guarantees Act

Nothing in this policy limits your rights under the New Zealand Consumer Guarantees Act 1993 or any other applicable consumer protection laws. If a product fails to meet guarantees under New Zealand law, you may be entitled to a repair, replacement, or refund.