Return Policy

1. Return Eligibility

We accept returns under the following conditions:

• You must initiate the return within 30 days of receiving your order.
• The item must be in its original condition, unused, and in the original packaging which is Unopened. 
• Custom-made, Custom-Cut and personalised products are not eligible for returns unless they are damaged or defective.
• We do not  cover the cost of return shipping if you have decided you do not like the product or there are slight colour differences to our website due to wood being a natural product. 
• We do not offer returns on Clearance items or Headboards (Hygiene Reasons) 

2. How to Initiate a Return

To initiate a return, please follow these steps:

• Contact our customer support team at Sales@profilepanels.co.nz or 0800348604 to request a Return Authorisation (RA) number.
• Complete the RA form provided by our customer support team.
• Securely pack the item(s) you are returning in the original packaging along with all accessories and paperwork.
• Clearly mark the RA number on the outside of the package.
• Ship the return package to the address provided in your RA form.

3. Return Shipping

You are responsible for the cost of return shipping unless the return is due to our error or a defective product. We recommend using a trackable shipping method and purchasing insurance to ensure the safe return of your items.

4. Refund Process

Once we receive your return and inspect the product to ensure it meets our return eligibility criteria, we will process your refund. The refund will be issued using the original payment method used for the purchase.

Refund will be automatically refunded to the original payment method within 5 business days.

5. Restocking Fee

If the returned item is not in its original condition, is damaged, missing parts or is a change of mind return, a restocking fee of 10% will apply. This fee will be deducted from your refund.

6. Damaged or Defective Items

If you receive a damaged or defective product, please contact our customer support team within 2 days of receiving your order. We will provide instructions for returning the item or offer a replacement at no additional cost.

7. Cancellations

If you wish to cancel your order, please contact us as soon as possible. If your order has not yet shipped, we will cancel it and process a refund, a fee of 5% will be deducted to cover transaction costs. If your order has already shipped, you will need to follow the return process outlined in this policy.

8. Contact Information

If you have any questions or need assistance with the return process, please contact our customer support team at Sales@profilepanels.co.nz or 0800348604.

Profile Panels LTD reserves the right to update and modify this Returns Policy to reflect changes in our policies and practices. Please review this policy periodically for updates.

Thank you for choosing Profile Panels LTD. We value your business and are committed to providing excellent products and customer service.

Sincerely,

Profile Panels LTD 

Unit 17/36 Peters Way,

Silverdale,

Auckland 0932

Sales@profilepanels.co.nz

0800348604