Refund policy

We want you to be happy with your Entrance Handles hardware. This policy explains how to return something, what our warranty covers, and how it all sits alongside your rights under New Zealand law.

All prices and refunds are in New Zealand dollars and include GST.

Everything below is handled by email. Write to sales@entrancehandles.co.nz and we will reply within one business day.

Your rights under New Zealand law come first

If you are buying as a consumer, the Consumer Guarantees Act 1993 gives you guarantees we cannot take away. Goods must be of acceptable quality, fit for the purpose you told us about, match their description, and be reasonably durable given what they are and what you paid.

  • If a product has a minor problem, we can choose to repair it, replace it, or refund you.
  • If a product has a problem that is serious (the Act calls this a failure of a substantial character), you can choose. You can reject the goods and take a refund or a replacement of the same type and similar value, or keep them and claim compensation for the drop in value. You can also claim for reasonably foreseeable loss caused by the failure.

These rights are not limited by any time window in this policy. They last as long as is reasonable for the product, which for solid architectural hardware is longer than for a cheap consumable.

The Fair Trading Act 1986 also applies to everything we tell you about our products. If we have described something inaccurately, tell us.

The 30 day change-of-mind window is our own offer

New Zealand law does not require an online retailer to accept a return simply because a customer changed their mind. There is no general cooling-off period for online retail here. The 30 day window below is our commercial choice, offered on top of your legal rights, not the limit of them. If a product is actually faulty, not as described, or not fit for purpose, the Consumer Guarantees Act applies whether or not 30 days have passed.

Faulty, damaged or wrong items

If your order arrives damaged, is faulty, or is not what you ordered:

  1. Do not install it. Installing a faulty item makes it harder to resolve and can damage your door.
  2. Email sales@entrancehandles.co.nz within 30 days of delivery with your order number and photos of the item and, if it is a transit-damage claim, the packaging as well.
  3. We will confirm the issue and give you the return address.

We cover return shipping on faulty, damaged and incorrectly supplied items. Once the item is back with us and we have confirmed the fault, we will arrange a replacement or a refund within 3 to 5 business days.

The 30 day figure is a deadline for our own process and for making a transit claim with the courier. It is not a limit on your Consumer Guarantees Act rights. If a genuine manufacturing fault shows up later, contact us anyway.

Change of mind

You can return an item within 30 days of delivery if you simply change your mind, as long as it is unused, uninstalled, and in its original undamaged packaging with all fixings and documentation.

How it works:

  • Email sales@entrancehandles.co.nz first with your order number. Do not send anything back before we have confirmed it, because unannounced returns can go astray.
  • You pay the return shipping on a change-of-mind return, and you are responsible for the item until it reaches us, so use a tracked service and pack it properly.
  • We inspect the item on arrival. If it is in resaleable condition we refund the purchase price to your original payment method, normally within 3 to 5 business days of receiving it.
  • If the item comes back used, installed, marked, or without its original packaging, we will contact you. We may offer a partial refund reflecting the drop in value rather than a full one.

Shipping within New Zealand is free, so there is no outbound shipping charge to refund.

Made-to-order and custom items

Some of what we sell is manufactured specifically for your order and cannot be resold to anyone else. That means change-of-mind returns are not available on:

  • solid brass and bronze handles, which are made to order
  • custom sizes
  • custom or powdercoated finishes, including any Dulux powdercoat colour
  • any handle configured to your own specification

This is the one genuine exception to the 30 day window above, and it is standard practice for made-to-order goods.

It is only an exception to change of mind. Made-to-order and custom items carry exactly the same protection as everything else if they are faulty, not as described, or not fit for purpose. Your Consumer Guarantees Act 1993 rights apply to them in full and this clause does not touch them.

Because custom items cannot be returned for change of mind, please check the specification before you order. Email us your door material, thickness, and any existing hole centres and we will confirm what fits. Our Door Compatibility Guide covers most cases.

Cancelling an order

Email us as soon as you can.

  • In-stock items: if we have not dispatched it yet, we will cancel it and refund you in full.
  • Made-to-order items: we can usually cancel at no cost before manufacturing starts. Once the item is in production the work has already been done and we may not be able to cancel, or we may only be able to refund part of the price.

Warranty

Cover depends on the product. All terms run from delivery:

  • All pull handles, stainless, brass and bronze: 2 years on materials and workmanship.
  • Every finish: 1 year. On stainless, tea staining is maintenance, not a defect, and our care guide shows how to remove it. Brass and bronze are living finishes, so patina and colour change are not covered, and the clear top-coat is a finish, not a defect.
  • Smart locks and electric handles: Keyless Solutions' 2-year manufacturer warranty on the mechanism and electronics. Batteries excluded. Contact us first and we handle the claim with Keyless.

To make a claim, email sales@entrancehandles.co.nz with your order number, photos and a short description. If accepted, the product is repaired, replaced or refunded. On handles we cover freight both ways. On locks we help with freight where we can, as goodwill.

Full terms are in the Entrance Handles Warranty (PDF). The Care and Maintenance guide (PDF) explains how to look after each finish.

The warranty does not cover:

  • normal wear and tear
  • impact, misuse, or forced entry
  • incorrect installation, including drilling errors and over-tightening
  • corrosion from harsh chemicals, or from use outside the conditions the product is designed for
  • finishes altered after delivery
  • batteries in smart locks and electric handles

These warranties sit alongside your rights under the Consumer Guarantees Act 1993 and do not replace, shorten or limit them. If a product fails after its warranty has run out, you may still have a remedy under that Act.

Business and trade purchases

If you are buying in trade rather than as a consumer, different rules can apply. See clause 11 of our Terms of Service.

If we cannot sort it out

Talk to us first. Email sales@entrancehandles.co.nz and we will reply within one business day. Almost everything is resolved quickly at that stage.

If it is not resolved, you can take a consumer dispute to the Disputes Tribunal, which handles claims up to its current monetary limit without needing a lawyer. Free advice on your rights is available from Consumer Protection at consumerprotection.govt.nz. Complaints about misleading conduct can go to the Commerce Commission.

Contact

Entrance Handles
Email: sales@entrancehandles.co.nz (we reply within one business day)

Last updated: 5 August 2026