Merchant Damage & Returns Policy

Propel takes great care to ensure all products leave our warehouse in excellent condition. To maintain a fair and efficient process for all wholesale partners, the following policy applies to all damage-related claims.

Inspection Requirement

All customers must inspect their products within 7 days of delivery.
This includes checking:

• External packaging
• Product surfaces
• Components and accessories
• Glass, ceramic, or fragile elements
• Any items intended for installation

Failure to inspect goods within this timeframe may result in the claim being declined.

Damage Claim Window

• All damage claims must be submitted within 7 days of delivery.
• Claims received after 7 days cannot be accepted.

This timeframe ensures we can investigate freight handling, warehouse processes, and product condition accurately.

Installed Products

Once a product has been installed, Propel will not be liable for:

• Replacement of the item
• Labour or installation costs
• Removal or reinstallation costs
• Any associated expenses

If damage is discovered after installation, the claim will be declined.
It is essential that both the merchant and the end user thoroughly check all products prior to installation.

Evidence Required

To process a damage claim, customers must go to our service request link:
Service Request Link
Claims without adequate evidence may be delayed or declined.

Resolution

Once the claim is reviewed and approved:

• Propel will issue a replacement or credit note, depending on availability and agreement
• Propel may request the damaged item be returned for inspection (freight arranged by Propel if required)

Exclusions

The following are not covered under damage claims:

• Damage reported after the 7 day window
• Damage discovered after installation
• Damage caused by incorrect handling, storage, or installation
• Normal wear and tear
• Clearance or end of line items (unless agreed in writing)

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At Propel, we stand behind the quality of our products and aim to make our returns process straightforward for our wholesale partners. The following policy applies to all wholesale orders supplied to retailers and bulk purchase customers.

Made-to-Order Vanity Range (NZ Made)

Our New Zealand–made vanity range is manufactured to order specifically for each merchant and project. As a result, these products are non-returnable and non-refundable once an order has been confirmed.

This policy applies to all NZ-made vanities, including any custom configurations, sizes, finishes, or specifications selected at the time of ordering. We strongly recommend that all measurements, specifications, and selections are carefully checked prior to order confirmation.

This policy does not affect your rights under the Consumer Guarantees Act in the event that a product is supplied with a manufacturing fault or does not meet agreed specifications.

Return Window

Customers have 14 days from the date of delivery to request a return.
Return requests received after 14 days will not be accepted.

Condition of Returned Goods

To be eligible for a return:

• Products must be unopened
• Products must be in original, unused condition
• Packaging must be intact, with no signs of being opened, resealed, or tampered with
• Any item that has been opened, resealed, damaged, or altered in any way will be declined

Propel reserves the right to inspect all returned goods before approving a credit or replacement.

Return Shipping

• Customers are responsible for organising and covering the cost of return freight
• All returns must be sent to our designated depot
• We recommend using a tracked service, as Propel is not responsible for goods lost or damaged in transit.

Products ordered in error may be returned at the customer’s expense and will incur recovery of the original shipping costs, return freight charges, and a restocking fee. NZ-made vanities are made to order and are non-returnable.

Credits & Replacements

Once the returned goods have been received and inspected:

• Approved returns will be issued a credit note to the customer’s account
• Credits will only be processed for items that meet all return criteria
• Replacements (if applicable) will be shipped once the return is approved

Non Returnable Items

The following cannot be returned:

• Opened or resealed products
• Products not in original packaging
• Products damaged due to improper handling or storage after delivery
• Clearance or end of line items (unless agreed in writing)

How to Request a Return

To initiate a return, please contact our team at: orders@gopropel.co.nz

Please include:

• Invoice number
• Product code(s)
• Quantity
• Reason for return
• Photos (if applicable)