Refund policy
Refund Policy
Last updated: 01/04/2026
At Promax, we want to ensure any return or refund request is handled clearly and consistently.
Returns
If you wish to return goods, you must contact us immediately.
Goods returned without an approved Return Authority form will not be accepted.
All returns, for any reason, must have a Return Authority form completed and approved by Promax within 30 days from the date of invoice. Goods purchased more than 30 days from the invoice date are non-returnable and non-refundable.
Restocking Fees
Unless the return is due to an error by Promax, the following restocking fees apply:
- 15% of the invoice value, or $100, whichever is greater, for standard goods
- 40% of the invoice value for non-standard goods
Any freight costs associated with the return will also be charged to the customer.
Damaged Goods and Transit Claims
It is the responsibility of the recipient to inspect goods before signing for delivery.
If goods are damaged in transit, you must notify us within 24 hours of receipt. All damaged packaging must be retained for insurance purposes.
Claims for damage in transit may not be accepted if the delivery has been signed for as received in good order and condition.
If goods are confirmed as lost or damaged in transit, we may offer either a replacement or a full refund once confirmation has been received from the freight provider.
Incorrect, Faulty, or Defective Products
If you believe a product is faulty, defective, or not what you ordered, please contact us as soon as possible so we can assess the issue and advise the next steps.
Where required, warranty claims will be handled in accordance with Promax's Warranty Terms and Conditions.
Change of Mind
We do not accept change of mind returns unless approved by Promax in writing and accompanied by an approved Return Authority form.
Refunds
Where a refund is approved, it will be processed using the original payment method unless otherwise agreed.
Refunds do not apply to:
- goods returned without prior approval
- goods returned outside the approved return period
- freight charges already incurred
- non-returnable or custom-made goods, except where required by law
Contact
To request a return, report damage, or discuss a refund, please contact:
Promax Engineered Plastics Ltd
389 Waipapa Road, Waipapa 0230, New Zealand
0800 77 66 29
admin@promax.co.nz