Returns & Credit Request Policy

1 July 2022

From the 1st July 2022, our new returns & credit claim policy will be in effect.

This change allows us to provide you faster turnaround on credit claims as your return goods will be clearly identified with your order details.

Below is a the Returns and Damage Goods Process and Terms & Conditions.


Download Credit Request Form


Returns and Damaged Goods Process

  1. Please click this link to download the Credit Request Form
  2. Fill in and email the form to credits@dlmwallace.co.nz
    1. you will also need to send us the invoice that the goods are featured on
    2. If goods are damaged, please attached photos of damage to the email
  3. Once we have received the Credit Request Form, we will process it. DO NOT SEND RETURNS WITHOUT APPROVAL FROM THE CREDITS DEPT. - your credit request will not be processed or accepted
  4. If:
    1. your credit request is accepted, we will email you confirmation of acceptance. Print out your Credit Request Form and attach it to the goods that you are returning. Attention goods to CREDITS and send to: 55 Maurice Road, Penrose, Auckland 1061
    2. Your credit request is not accepted, we will email you and let you know why it was rejected
  5. Once we have returned goods, we will credit you for your returned goods.

Terms & Conditions

  • All returns must follow the Returns Process above. If goods are sent back without approval from our Credits Dept., or is not accompanied by the Credit Request Form, your credit claim may be denied.
    • If your claim is denied, you will need to pay the freight charge to have the goods returned to you
  • Claims must be made within 60 working days from when you received the goods
  • Claims for damaged goods must be made 7 days from when you received the goods
  • Please choose your product carefully as we do not refund if you change your mind. If the products are faulty, we will meet our obligations under the Consumer Guarantees Act. If the reason for the return of goods is due to a change of mind, a restocking fee of $20 or – 10% of the purchase value (whichever is greater) will apply
  • Goods can be exchanged within 60 days of purchase for other products of similar or higher value


Wesbite Name: Returns & Credit Request Policy

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