Refund policy

Returns, Faults & Incorrect Orders

Please choose carefully before placing your order. SC Hospitality does not accept returns, refunds or exchanges for change of mind, over-ordering, incorrect customer selection, or products no longer required.

This applies to stocked products, indent and special orders, custom products, and sale or clearance items.

If you are unsure about a product’s size, finish, suitability or carton quantity, please contact us before ordering.

Damaged, faulty or incorrectly supplied goods

If your order arrives broken or damaged, we supply an incorrect item, or a product develops a fault, please email hugo@domag.co.nz so we can assess the issue and arrange an appropriate resolution.

Please inspect your delivery as soon as reasonably possible and report any damage, incorrect items or missing quantities promptly. For faults discovered later, contact us as soon as you become aware of the problem.

To help us investigate, please provide:

  • Your order or invoice number.

  • The affected product names or codes and quantities.

  • A description of the problem.

  • Photos of the affected products and, for delivery damage, the packaging where possible.

Please retain packaging relating to transit damage while we investigate. Original packaging is not a requirement for a faulty-goods claim.

Do not send broken glass or other unsafe items back without contacting us for instructions.

Assessment and resolution

We may need to inspect the product or obtain further information to establish the cause of the issue.

Where goods are faulty, damaged on arrival or incorrectly supplied, we will arrange the appropriate repair, replacement or refund in accordance with applicable New Zealand law. Where you are legally entitled to choose a remedy, we will honour that choice.

If a return is required for a confirmed fault, delivery damage or supply error, we will arrange return freight.

Damage caused after delivery by misuse, accidental breakage, improper storage or failure to follow appropriate care instructions is not a product fault. Normal wear consistent with the product’s age and reasonable use is also not a fault. Any applicable manufacturer warranty will be considered alongside your statutory rights.

Returning an item

Please contact us before returning goods so we can assess the issue and provide safe return instructions. Contacting us first helps us process your claim and does not limit your statutory rights.

When instructed, returns can be sent to:

SC Hospitality
44 Walls Road
Penrose
Auckland 1061
New Zealand

Refunds

Where a refund is due, we will confirm the arrangements with you and process it without undue delay to your original payment method. Your bank or payment provider may require additional processing time.

For trade account purchases, any agreed credit will be applied to the relevant account or invoice. Account credit will not replace a refund where you are legally entitled to one.

Your rights

Nothing in this policy excludes or limits rights or remedies that cannot lawfully be excluded under New Zealand law, including the Consumer Guarantees Act 1993 and Fair Trading Act 1986.

For business purchases, any separately agreed written terms of trade also apply to the extent permitted by law.

Contact

For damaged, faulty or incorrectly supplied goods, please email hugo@domag.co.nz.