We are all about putting a smile on our customers' faces. We want you to like our products as much as we do and have a successful DIY project. However, we do understand that sometimes a purchase might not be completely right and you may wish to return a product to us.
Whilst the Consumer Guarantees Act of New Zealand (CGA) and the Australian Consumer Law (ACL) cover the bases for our returns policy, we want to take our commitment a step further with our voluntary 30-day return offer.
30 Days Easy Returns
We offer a 30 day returns policy, which means you have 30 days after ordering your item to request a return for any reason (subject to the restrictions below).
To be eligible for a return, your item must be in the same condition that you received it, unused, with its label, and in its original packaging.
Please choose carefully, as we cannot accept returns or exchanges for the following items (other than in the case of manufacturing defects or faulty goods):
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Custom Cut-to-Size Orders: This includes TGA Architectural Grade vinyl and any other products cut specifically to your requested length.
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Sample Orders: All individual samples and sample packs.
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Individual Sheets / "1 Tile" Selection: Hand-picked for samples or "top-ups." Due to quality control and adhesive integrity, these cannot be returned.
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Promotional Bundles: Including "Bundle Deals" and "Buy X, Get Y" offers.
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Clearance & Special Items: Sale items, discontinued products, and custom or special-order items brought in specifically for you.
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All Smart Tiles as we will not restock this brand once they've sold out.
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Saver Packs: Wall tile saver packs.
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Opened Products: Any product where the seal of the packaging has been broken.
- Gift Cards.
Since samples, single-sheet / "1 Tile" Selection tiles, and opened products are peel-and-stick items, even minor handling can weaken the adhesive, making them unsuitable for resale. We appreciate your understanding!
If the seal of the packaging has been broken we cannot accept your return. You’ll also need the receipt or proof of purchase.
To start a return:
- Click here and in the email field enter the email address you submitted when you made your purchase, and then click continue.
- In your email account, open the email sent from Vinyl Home and copy the six-digit verification code included in the email.
- Go back to the online store, and then enter the six-digit verification code.
- Click the order that you want to submit the return for.
- If your order has more than one item, then select the items that you want to return.
- Select a return reason and add a note.
- Click Request return.
- Check your email and follow the instructions in the email.
After completing the above steps, you'll receive a confirmation email. Please note that the email is just a confirmation that your request has been received. Your return request has not been approved yet. A customer service representative will still need to evaluate your request and approve or decline it. We aim to approve/decline all return requests within 1 working day.
Return shipping
Please note that you are responsible for the shipping cost. Keep a record of your shipment until you have received credit or refund. You are responsible for the goods until they are received in new and saleable condition by Vinyl Home. Please note that your parcel needs to be shipped as we do not accept drop offs and pickups.
Fulfilment Transparency Note: All orders are initially shipped from our New Zealand stockroom, and all returns are processed at our New Zealand headquarters.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method.
Damage and Issues
Please inspect your order immediately upon receipt.
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Courier / transit damage: If your order has been damaged by the courier, you must contact us within 24 hours of delivery. Our couriers will not handle a damage claim unless we lodge it within this timeframe.
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Faulty items, manufacturing defects or wrong item received: Please contact us within a reasonable time of discovering the issue.
Required Documentation: So that we can review the issue and rectify it, please email us with your order number and clear photos of the affected product. For courier damage, please include clear photos of both the damaged product and the exterior packaging (including the shipping label).
Note: Our couriers will automatically decline any damage claim lodged after 24 hours, so please do not delay reporting courier damage. Nothing in this policy limits your rights under the New Zealand Consumer Guarantees Act 1993 or the Australian Consumer Law.
Exchanges
If you would like to exchange an item you can do so by submitting a return request and then let us know what items you'd like to exchange to. We will hold the stock until your return has been received and any balance due is paid for. Please note that you are responsible for the shipping cost.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method.
We aim to process the refund internally within 1 working day of receiving and inspecting the return. Please note the total time for the funds to appear in your account can take an additional 5-10 business days, depending on your bank or credit card company.
