Shipping & Returns
Everything you need to know about ordering, delivery, and your rights as a customer in New Zealand. Our policies are written in plain language and comply with the Consumer Guarantees Act 1993 and the Fair Trading Act 1986.
Shipping Information
Delivery Timeframes
We dispatch orders from our Hamilton, Waikato facility within 1–2 business days, subject to stock availability. That part is within our control, and it's the commitment we make to you.
Once your order leaves us, it's in the hands of our courier partners. Delivery times vary depending on your location, the courier's network, and conditions on the day — including weather, freight volumes, and public holidays. Rural addresses generally take longer and may incur additional freight charges.
For this reason we don't quote a fixed delivery window. You'll receive tracking information by email as soon as your order is dispatched, so you can follow its progress directly with the courier.
Shipping Costs
Shipping is charged on all orders. Rates are calculated at checkout based on your delivery address, order size, and weight, so you'll always see the cost before you pay. We do not currently offer free shipping. Rural delivery addresses may incur an additional courier surcharge.
Where We Ship
We ship to all addresses within New Zealand. We do not currently ship internationally.
Returns & Refunds
Change of Mind Returns
While New Zealand law does not require retailers to accept change of mind returns, we want you to be happy with your purchase. We will accept change of mind returns under the following conditions:
- The product is returned within 7 days of the delivery date.
- The product is unused, unopened, and in its original packaging.
- Proof of purchase is provided.
- Return postage is at the customer's cost.
Restocking Fee
A restocking fee of 10% applies to change of mind returns on orders of $500 or more. Orders under $500 are not subject to a restocking fee. The fee is deducted from your refund and helps cover the cost of processing, inspecting, and re-shelving returned stock.
Please contact us before sending any return — we do not accept unsolicited returns.
Non-Returnable Items
The following products cannot be returned for change of mind:
- Opened or partially used products.
- Custom-mixed or custom-colour products.
- Products that have been stored incorrectly or past their shelf life.
- Trade and Price on Application products ordered to specification.
Faulty or Defective Products
If a product you receive is faulty, defective, or does not match its description, you have rights under the Consumer Guarantees Act 1993. We will work with you promptly to resolve the issue.
Depending on the nature and severity of the fault, the remedy may be:
- Repair — where practicable and within a reasonable time.
- Replacement — with the same or equivalent product.
- Refund — if repair or replacement is not possible, not provided within a reasonable time, or if the failure is of a substantial character.
How to Report a Faulty Product
- Contact us at info@specialitycoatings.co.nz or 027 702 2227 within a reasonable time of discovering the fault.
- Provide your order number, a description of the issue, and photos where possible.
- Our team will assess the claim and advise on next steps — we aim to respond within 1–2 business days.
- Do not dispose of the product until we have assessed the claim.
Return freight costs for confirmed faulty products will be covered by Speciality Coatings.
Exchanges
If you have ordered the wrong product, colour, or size and wish to exchange it, please contact us as soon as possible. Exchanges are subject to the following:
- The product must be unused, unopened, and in original condition.
- Exchange requests must be made within 7 days of delivery.
- Return postage is at the customer's cost.
- Any price difference between products will be charged or refunded accordingly.
- Custom colours and special-order products cannot be exchanged.
To arrange an exchange, please contact our team before returning any product. We do not accept unsolicited returns.
Questions About Your Order?
Our team is here to help. If you have any questions about shipping, returns, or your rights as a consumer, please don't hesitate to get in touch.