Returns and Exchanges

Returns and Exchanges

These website terms and conditions are to be read in conjunction with our standard terms and conditions policy, online policy, click and collect policy.

Pokeno Building Supplies will happily assist any customer who wishes to return or exchange goods purchased via the online portal. Our returns policy is in addition to your rights under the Consumer Guarantees Act 1993 (New Zealand).

With a receipt or tax invoice:

  • We can provide a refund
  • All returned goods must be unused, in original packaging and in saleable condition
  • Receipts and tax invoices must be valid and intact

All refunds will be provided back in the original tender. Cash and or internet banking transactions will be refunded by internet banking. Once we have received the goods by return and the goods have been inspected a refund will be processed by Pokeno Building Supplies to the customer the very next working day. Credit Card refunds will only be processed back onto a credit card and may take up to 90 days (average is 5 days to process). Note: when paying by credit card any administration fees are non refundable.

Without proof of purchase

We will record your proof of identification (eg drivers' licence) when processing returns without proof of purchase. Without this, we may not be able to accept your return.

  • We can provide an exchange voucher or an exchange for 'like' goods
  • All goods for exchange must be unused, in original packaging and in saleable condition
  • Exchange vouchers are valid from time of issue and are redeemable at any store. These vouchers are not redeemable for cash or Gift Cards. 


Unfortunately, we cannot offer a refund or exchange on the following items:

  • Custom-made products
  • Any product/s specifically cut to size at your request
  • Toilet seats, if packaging has been opened (for health reasons)

These products can still be returned if they are faulty, not fit for purpose or do not match the sample or description.

Other returns/exchanges

Our goods come with guarantees that cannot be excluded under the Consumer Guarantees Act 1993. You’re entitled to a repair, replacement, or refund for a failure that cannot be remedied or is of substantial character, and to compensation for other reasonably foreseeable loss or damage.

We will accept product returns and provide you with a replacement, refund or repair where:

  • The product is faulty or is not of acceptable quality; or
  • The product is not fit for its intended purpose; or
  • The product does not match its sample or description.

We recommend you retain your receipt, as we may require proof that you purchased the product from us. Our Team Members will be able to advise you whether a refund, exchange, repair or replacement is available, and may record your proof of identification when processing a return without a proof of purchase.

Product Recalls

Any product recall notifications will be via customer purchase data and/or via this website.  Every effort will be made by Pokeno Building Supplies to notify customers of any recall, product changes or other product related changes that could impact product performance, immediately.