Returns and Exchange Policy

At 313 NZ Distribution, our customer satisfaction is our top priority. We are here to assist you every step of the way.

We understand that unforeseen issue may arise with your order, and we are dedicated to addressing them promptly and effectively.

 Our return and exchange process are designed to make sure you are satisfied with your purchase.


Pre-Delivery Inspection

Before accepting delivery of your order, please take a moment to inspect it. If you notice any damage/issues, you have the option to refuse delivery. Please contact us immediately in such cases.

Post-Delivery Inspection

Once you have accepted delivery, you have a period of up to 3 business days to contact us regarding any damage, incorrect orders, or missing items. To assist us in resolving the issue, you need to provide evidence (e.g., photo/video) to demonstrate the order’s issue or problem.

Investigation and Resolution

In the event of incorrect or missing items from your order, we will conduct a thorough internal investigation. This process includes reviewing our warehouse records and initiating a dispute with the delivery courier. Please allow up to 5-10 working days for this investigation to conclude before we can dispatch replacement items.


Eligible for Return or Exchange

Certain situations are eligible for return or exchange, including:

  • Defective/Faulty products (please review our faulty replacement process)
    Click to Download Faulty Items Return Form.
  • Delivery of incorrect orders (excluding customer errors)
  • Products damaged during delivery
  • Any additional rights you may have under consumer law, including the Consumer Guarantees Act 1993.

Not Eligible for Return

Certain situations are not eligible for return or exchange, including:

  • Products without their original packaging
  • Change of mind/circumstances or find cheaper products elsewhere.
  • Products that show signs of use, damage, or tampering
  • Products not purchased directly from 313 NZ Distribution
  • Products returned after the specified return period. (Products that have been processed and approved for return, but customers have not arranged for their return to our warehouse for over a week or two following the approval notification). You are required to arrange the return of product within one (1) week after receiving the return approval notification.
  • Expired products



Return Process

Step 1 - Contact Us

  1. To initiate a return, please contact us at
  2. Provide detailed information about your return. This helps us resolve the issue faster.

Step 2 – Review and Notification

  1. After receiving your return request, we will review it.
  2. We will notify you via email whether your return is accepted or not. The email will also contain return instructions.
  3. Once you received the notification, you are required to arrange the return of product within one (1) week after receiving the return approval notification.

Step 3 – Return Assessment

  1. Once we receive the returned item(s), we will assess your return request.
  2. Please allow up to 5 working days for the return to be processed.
  3. If the returned products meet our return policy requirements, we will either replace the product or provide a credit note equivalent to the item’s value at the time of purchase.


  1. If a product is considered unfit for return, we will notify you via email of the rejection, and no credit or replacement will be issued.
  2. You can choose to have the unfit product(s) returned to you at your expense. If you do not notify us within 14 days after receiving our email, the product(s) will be automatically disposed of.
  3. Please allow up to 5 working days for the return to be processed.

Step 4 – Return Shipping

  1. If the return is due to our error or a defective/faulty product, we will cover the return shipping costs.
  2. If the return is not a result of our error or a mistake on your part, you will be responsible for covering the return shipping costs.
  3. We will not be liable for any products that return to us, but we do not receive, or if they are delayed, damaged, or lost in transit. You are responsible to track and follow up with the courier service.


Important Note:

  • Our Regional Sales Representatives can assist you with returns, but for all follow-up regarding the process you will need to contact our office email dial our Customer Support Line 04 979 7313.
  • We do not accept returns for items that were sent back to us without prior return request.
  • In a dynamic environment, we may amend these terms and conditions without notice, and your continued use of implies your acceptance of any changes.