Refund policy

Returns & Refunds

We want you to be satisfied with your purchase. If there is an issue with your order, please contact us as soon as possible so we can assist.

Change of Mind

We do not generally accept returns for change of mind.

At our discretion, we may accept a return provided that:

  • the item is unused and in original condition
  • the item is returned within 7 days of delivery
  • the customer covers return shipping costs

A restocking fee may apply.

Faulty or Damaged Goods

If your item arrives damaged or faulty:

  • please notify us within 48 hours of delivery
  • provide photos of the issue

We will:

  • replace the item, or
  • offer a refund, as appropriate

Incorrect Items

If we have supplied the wrong item, we will arrange:

  • return shipping at our cost
  • replacement or refund

Non-Returnable Items

The following items are not eligible for return:

  • used or installed products
  • custom or special-order items
  • clearance or discounted items (unless faulty)

Scaffolding & Heavy Equipment

Due to the nature of scaffolding and bulky goods:

  • returns are assessed on a case-by-case basis
  • return freight is the responsibility of the customer unless the item is faulty or incorrect
  • items must be returned in resalable condition

Refunds

Refunds will be processed once returned goods are received and inspected.

Approved refunds will be issued to the original payment method.

Consumer Guarantees Act (NZ)

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993.

Contact

For returns or issues, contact:
info@silkroadimports.co.nz or 021 346 742 / 021 326 172