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Returns for Change of Mind Policy
1. General Conditions
- Products may be returned to ABI within 60 days of dispatch for a full refund for the value of the product(s) returned, excluding shipping costs associated with the order.
- Returns received within 90 days of the dispatch date will qualify for a credit note.
- To be eligible for a refund or credit note, the returned product(s) must:
- be in original, unused, and uninstalled condition, with original packaging; and
- packaging must be free of writing, postage labels, and damage.
2. Postage
- All return postage costs are at the customer’s expense.
- ABI recommends that all returned items are sent with postal tracking and insurance as ABI will not be liable for any returns lost in transit.
- Do not apply postage labels directly to product packaging; use a separate bag or box.
- All returned products should be posted to:
ABI Interiors 111A Kerwyn Ave East Tamaki Auckland 2013
3. Excluded Products
ABI does not accept returns for change of mind on:
- clearance or discontinued product(s);
- custom and special order product(s) (e.g., vanities, mirror cabinets);
- colour samples; or
- spare parts.
4. Tiles and Flooring
Return authorisation must be obtained from ABI before initiating the return of tile and flooring products. Email [email protected] for return authorisation.
- To be eligible for a change of mind return:
- ABI must currently stock products of the same batch as the returned products;
- the products to be returned must comprise a minimum of 5m2 or three boxes (whichever is the lesser quantity) of ; and
- Returned products must be in the original unopened carton.
- ABI's change of mind returns policy does not apply to tiles and flooring that:
- have been used, installed, laid, damaged, or altered by the customer;
- have been specially made, sourced, ordered, or purchased for the customer; or
- are no longer in stock or discontinued.
5. Exchanges
- ABI does not offer direct exchanges for products returned for change of mind.
- If eligible, the customer will receive either a refund or store credit for returned products which can be put toward the additional products required.
6. Processing Your Return
- ABI will conduct a quality check on the returned product(s). If the items are in their original condition and otherwise returned in accordance with this policy, ABI will process a refund for the value of the product(s) returned excluding shipping costs associated with the order, or issue a credit note, within 14 business days.
- Where products are purchased using an offer, gift card or store credit, the customer will be issued a refund or a credit note for the discounted value of that product. Where a discount has been applied to a whole order, discounts apply proportionally to the individual product(s) within that order.
- Where a product or its packaging is found to be damaged or is otherwise not in its original condition, that product may not be eligible for a full refund. The Product may still be eligible for a partial refund. In such a circumstance, the customer can elect to either:
- receive a partial refund or credit note; or
- have the product returned to the customer at the customer's cost.
7. International Orders
- International returns follow the same process as local returns.
- International customers bear all return postage, customs fees, and potential return costs.
- ABI recommends that all return product(s) are posted with tracking and insurance. ABI accepts no liability if the returned product(s) is lost or damaged in transit.
8. Retailer and Trade Account Holder Returns
- This returns process applies to all retailers and trade account holders. Retailers and trade account holders are responsible for the cost of shipping any returned items to ABI and complying with the above timeframes.
- Where your customers wish to return an ABI product, they should return that product directly to you under your own returns policy. You may then return that item to ABI, provided that the item complies with ABI’s return terms.
9. I purchased an ABI product from a store that wasn’t owned by ABI - how do I process a return?
- ABI’s Returns for Change of Mind Policy only applies to products purchased directly from ABI.
- Where you have purchased an ABI product through a reseller, that product should be returned directly to the reseller under their own returns policy. Be aware, however, the reseller may not accept returns for change of mind.
- Your reseller may direct you to ship the product directly to ABI (you should confirm with the reseller whether they expect you to bear the cost of doing so). However, note that where the reseller has directed you to ship the product to ABI, any refund payment will still be processed through the reseller.
10. I received a damaged product/want to make a warranty claim - what do I do?
- This policy only applies to returns for change of mind.
- Where you have received a product that you believe is not of appropriate quality, please contact ABI directly at [email protected].
