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At Hamilton Gates & Fences, we strive to ensure you are satisfied with your purchase. If a product is faulty or does not meet the description, we will provide a remedy in line with applicable consumer law.
We will offer a refund, replacement or repair if:
The product is faulty, damaged or defective when received.
The product does not match the description or sample shown at the time of purchase.
The product was damaged in transit (please report immediately).
We are not required to provide a refund, replacement, or repair if:
You simply change your mind. Commerce Commission+1
The product has been misused, altered, or damaged by you after delivery (e.g. not following care instructions). Business.govt.nz+1
You attempt to return a product after a long period — i.e. beyond our stated return window (see Section 5).
The issue is a result of normal wear and tear, or is due to improper use or handling.
If you believe your item is eligible for a remedy, please follow these steps:
Contact us at info@hamiltongatesandfences.co.nz or 021 0830 5474 with your order number, date of purchase and a description (and photos, if applicable) of the issue.
We will review your request and respond within 5 business days.
If approved, we will provide instructions on how to return the item (if applicable). For faulty items, we will cover the cost of return shipping.
Upon receiving the returned item (if required), we will repair, replace or refund — per your preference. Refunds will be credited to your original payment method.
Claims for faulty, damaged or defective products must be made within 30 days of receipt.
Products must be returned in a condition that allows inspection (including photos or original packaging, if reasonably possible).
We may refuse returns if the product shows signs of misuse, damage after receipt, or was not stored/installed as per instructions.
For sale items, clearance items, or custom-made/ special-order gates/fences, we may restrict returns or only offer exchange or store credit subject to agreement at time of purchase.
Products that are installed or modified after delivery are non-returnable.
Items damaged due to improper use, lack of maintenance, or unauthorized alterations are excluded from refund/repair/exchange.
Any request made after the return window may be refused.
As a consumer, you are entitled under law to a remedy when a product fails to meet certain basic guarantees (e.g. acceptable quality, fitness for purpose, matching description).
Our policy does not limit these rights it simply outlines our standard process for handling returns, refunds, and replacements.
Refunds will be credited to the original payment method used at the time of purchase (e.g. credit card, bank transfer). We aim to process approved refunds within 5–10 business days after receiving the returned item (if a return is required).
If you have any questions about our Refund & Returns Policy, or wish to lodge a complaint, please contact our support team