Refund policy

This policy covers orders placed through marchandonline.co.nz. Flooring, wall and ceiling boards, herringbone and stair components are supplied by quotation rather than bought from this website, and those supplies are governed by our Terms of Trade. Where the two differ on a quoted supply, the Terms of Trade apply.

In short

Samples are free, so there is nothing to refund. Concept boxes can be returned unopened within 30 days for a full refund, and are replaced or refunded at our cost if they arrive damaged, incomplete or wrong. Flooring and boards are supplied by quotation and returns are agreed case by case within 10 days of delivery. Your rights under the Consumer Guarantees Act sit above all of this.

Your rights under New Zealand law

If you buy from us as a consumer, the Consumer Guarantees Act 1993 applies and nothing in this policy limits or excludes it. Goods must be of acceptable quality, fit for purpose and match their description. If they are not, you are entitled to a remedy, and where the failure is serious you may choose that remedy.

If you acquire goods in trade, for the purposes of a business, different terms apply. Those are set out in our Terms of Trade, under which the parties agree that the Consumer Guarantees Act does not apply.

Samples

Samples are free and unlimited, and we do not ask for them back, so there is nothing to refund. If a sample arrives damaged, or the wrong colour arrives, tell us and we will send a replacement.

Concept boxes

Concept boxes are $10, delivered free within New Zealand, and the $10 is credited against your flooring order.

• Damaged, incomplete or wrong. If your box arrives damaged, with pieces missing, or with the wrong palette, tell us within 14 days of delivery. We will send a replacement or refund the $10 in full, whichever you prefer, at our cost.

• Change of mind. Return the box unopened within 30 days of delivery and we will refund the $10. Return postage is yours. Email us first and we will confirm the address.

• Opened boxes. Each box is collated by hand for your house, so we cannot refund a box once it has been opened. The $10 credit against your flooring order still stands.

• How refunds are paid. Refunds go back to the card or payment method you used, normally within 5 working days of the box reaching us or of our agreeing the refund. Your bank may take a few more days to show it.

Oak is a natural material

Colour tone, grain and texture vary from board to board and between production batches, and oak keeps responding to light for the whole of its life. Darker tones may lighten and lighter tones may darken.

That variation is not a fault. It is the reason we send samples free and unlimited, and the reason we ask you to live with them in your own light before you specify.

Flooring, boards and stairs

These are supplied by quotation. The following is drawn from our Terms of Trade.

• Inspect everything on delivery, and again immediately before it is installed.

• A board with a visible defect must not be installed. Once it is laid it is treated as accepted for any fault that was reasonably visible beforehand, and we cannot cover the cost of lifting, replacing, refinishing or reinstating it.

• Returns need our approval first. Ask within 10 days of delivery. Goods are returned at your cost, in original condition, with the original invoice. A restocking fee of up to 30 per cent may apply.

• Custom and specially procured goods cannot be returned unless we have agreed otherwise in writing.

• Deposits on custom and indent orders are not refundable. Deposits on standard orders may be refunded in part.

Those timeframes are our trade terms. If you are buying as a consumer, your rights under the Consumer Guarantees Act sit above them.

If something is faulty or damaged

Tell us in writing as early as you can, and always before installation.

• Shortages. In writing within 2 days of delivery, so we have a chance to check the consignment.

• Damage in transit. Risk passes when goods leave us with the carrier, so freight damage is claimed against the carrier. Tell us within 2 days and we will help you make the claim.

• Faulty materials or workmanship. We will repair or replace defective goods within 12 months of supply where the failure arises solely from faulty materials or workmanship. The separate Marchand Warranty applies in addition to this and is not limited by it.

Our cover does not extend to misuse, accident, incorrect installation, alteration or poor maintenance. We supply materials only. We do not install, and any installer we recommend is an independent third party.

Talk to us

Email info@marchandonline.co.nz or use our contact page. We would far rather sort a problem out early than have you live with it.

Marchand Limited, NZBN 9429047485891. This policy sits alongside our Terms of Trade, version 2, August 2026.