Returns Policy
Effective date: June 2026
New Concept Glass Limited, 4B William Pickering Drive, Rosedale, Auckland 0632. Phone: 09 4444 457. Email: info@newconcept.co.nz.
1. Your rights under New Zealand consumer law
Your rights under the Consumer Guarantees Act 1993 (CGA) apply to all products and services we supply for personal or household use. These rights exist by law and cannot be taken away by any terms we set. If a product or service we supply does not meet the guarantees provided under the Consumer Guarantees Act 1993, you are entitled to the remedies available under that Act. Depending on the nature and seriousness of the fault, this may be a repair, replacement, or refund. Any remedy we provide under the CGA will be at no charge to you.
If you are purchasing products for business use, the CGA may not apply, and different terms may apply to your order. Contact us to discuss business purchase terms.
2. Products with faults or defects
If a product you receive from us is faulty, defective, or does not match its description, please contact us as soon as reasonably practicable after discovering the issue.
— Phone: 09 4444 457
— Email: info@newconcept.co.nz
— In person: 4B William Pickering Drive, Rosedale, Auckland (Monday to Friday: 9:00am–5:00pm, Saturday: 9:00am–4:00pm)
We may ask you to provide photographs of the issue or, where appropriate, arrange an on-site inspection before determining the appropriate remedy. We will assess the issue in accordance with the Consumer Guarantees Act 1993 and arrange a suitable remedy where required. Depending on the nature of the fault, this may include repair, replacement, or, where applicable, a refund. We will not charge an assessment fee to determine whether a fault exists.
Where a product needs to be returned for assessment, we will arrange collection or reimburse reasonable return freight costs if the fault is confirmed.
3. Custom-cut and made-to-measure products
Glass panels, mirrors, splashbacks, and other products cut or manufactured to your specific measurements are custom orders. Once cut or processed, these products cannot be returned for change of mind, as they cannot be resold or used in another project.
Your CGA rights still apply to custom products. If a custom product has a fault attributable to us (for example, it was cut to the wrong size due to our error, or the glass is defective), we will replace or refund it. However, where products are manufactured using measurements supplied by you or your representative, we are not responsible for any resulting fitment issues unless the error was caused by us. This is why we conduct an on-site measure for all installation work before anything is ordered.
4. Change-of-mind returns
We understand that sometimes a product may no longer be required. While we are not required by law to accept returns for change of mind, we may accept returns of standard stock items subject to the following conditions.
Standard stock hardware items
Standard, non-custom hardware items may be returned or exchanged within 14 days of purchase, provided that:
The item has not been installed, used, or modified;
The item is returned in its original condition, complete with all components and original packaging;
Proof of purchase is provided; and
The customer is responsible for all return freight or delivery costs unless otherwise agreed.
Returned items will be inspected before a refund or exchange is approved. We reserve the right to decline a return if the product has been installed, used, damaged, or is not returned in a saleable condition.
Custom-made and made-to-measure products
Glass panels, mirrors, splashbacks, custom-cut glass, and any other made-to-order or specially manufactured products cannot be returned or exchanged for change of mind, as they are produced specifically for your project and cannot be resold.
Nothing in this policy limits your rights under the Consumer Guarantees Act 1993. If a product supplied by us is faulty or does not meet the guarantees provided under the Act, the remedies available under the CGA will apply.
5. Damaged goods on delivery
If goods arrive damaged in transit, notify us as soon as reasonably practicable, and preferably within 48 hours of delivery with photographs of the damage and the packaging. We will arrange a replacement or refund for transit-damaged goods. Do not install damaged products before contacting us, as installation may affect our ability to make a claim with our freight carrier.
6. Products not covered
We do not accept returns or provide remedies for damage, defects, or performance issues resulting from:
— Misuse, modification, or installation that does not follow our instructions or the applicable New Zealand Building Code requirements;
— The use of cleaning products or chemicals that are not suitable for glass, stainless steel, or other supplied materials;
— Physical impact, accidental damage, or breakage occurring after delivery or installation;
— Failure, movement, or deterioration of any substrate, supporting structure, or building element that was not supplied or installed by us;
— Normal wear and tear of consumable components, including silicone seals, gaskets, and other items that require periodic maintenance or replacement; or
— Normal expansion, movement, settlement, or structural movement of the building occurring after installation.
Nothing in this policy limits or excludes your rights under the Consumer Guarantees Act 1993 where a product or service supplied by us fails to meet the guarantees provided under that Act.
7. Product Care
To maximise the life of your glass and hardware:
— Clean glass using appropriate non-abrasive cleaners.
— Avoid harsh chemicals on stainless steel hardware.
— Inspect moving hardware periodically.
— Rinse external hardware regularly in coastal environments.
Failure to follow reasonable maintenance practices may affect the long-term performance of the product.
8. Installation Services
Where we provide installation services, any workmanship issues that are our responsibility should be reported as soon as reasonably practicable. We will inspect the installation and, where required under the Consumer Guarantees Act 1993 or our workmanship commitments, rectify the issue at no additional cost.
9. How to make a claim
Contact us by phone, email, or in person. Where possible, have the following ready:
— Your order number or invoice
— A description of the problem
— Photographs of the fault or damage
We aim to acknowledge your claim within two working days and resolve it as quickly as reasonably practicable.
If you are not satisfied with our response, we encourage you to contact us first so we can work towards a resolution. If the matter cannot be resolved, you may seek independent advice or refer your claim to the Disputes Tribunal. The Disputes Tribunal can hear claims of up to NZ$30,000 and provides a straightforward process without the need for legal representation.
For general information about your rights under the Consumer Guarantees Act 1993, you can visit the Commerce Commission website at www.comcom.govt.nz.
10. GST
All prices on our website and in quotes include GST at 15% unless otherwise stated. GST registration number: 106727554.
New Concept Glass Limited | NZBN: 9429031174961 | Company No: 3323851