Returns & Refunds

If you are not completely satisfied with your purchase, in addition to your rights as a consumer under the Consumer Guarantees Act and other applicable New Zealand consumer protection laws and regulations, you may also be eligible to return the item for a refund under DLM Wallace Sales and Refund Policy.

Large & Custom orders

We cannot offer returns or refunds for; 

  • Large orders 
  • Custom orders
  • Orders requiring approvals, consents and authorisation from council and/or multiple authorities and/or partners or clients. 

Ensure that you have approval before placing your order.

Any orders placed without authorisation, approvals or consents will be your responsibility and returns and refunds will not be accepted. Please see Incorrect or Damaged goods for exceptions. 

Returns & Credit Requests

For any undamaged product, simply return it with its included accessories and original packaging along with the DLM Wallace Credit Request Form and either the original Invoice, Purchase order and/or your company’s return for credit form within 30 working days of the date you receive the product and we’ll exchange it or offer a credit based upon the original payment method.

  • Claims must be made within 30 working days from when you receive the goods.
  • Claims for damaged goods must be made within 10 working days from when you receive the goods.
  • If the products are faulty, we will meet our obligations under the Consumer Guarantees Act.
  • A restocking fee of 15% of the purchase value applies to all returns for change of mind.
  • Goods can be exchanged within 30 days of purchase for other products of similar or lower value.

Incorrect, short supply or damaged goods.

If you received the wrong product or it was damaged during shipping, please contact DLM Wallace Customer Service on (09) 622 9100 during our hours of operation: 8:30 am to 4:00 pm Monday to Friday. You can also email us at orders@dlmwallace.co.nz, please include your PO or invoice number and any details about the goods and damages.

  • Claims must be made within 30 working days from when you receive the goods.
  • Claims for damaged goods must be made within 10 working days from when you receive the goods.
  • If the products are faulty, we will meet our obligations under the Consumer Guarantees Act.
  • Goods can be exchanged within 30 days of purchase for other products of similar or lower value.