Shipping & Returns

Order Confirmation

You will be sent an email confirming that we have received your order. We will also send you an email on the day it is dispatched.

Should we be out of stock of an item you have ordered, we will contact you regarding the estimated delivery time.

Payment

Payment must be received in full before goods are released, unless a trade account is held.

Account holders: Payment is due on the 20th of the month following delivery.

Shipping

Freight free and the rates above apply to mainland North Island and South Island addresses only.

Freight Partners

We use the following freight partners for all deliveries around New Zealand:

1. Post-Haste Two-Day Service is used for all standard deliveries.
2. NZC is used for all urgent or overnight deliveries; however, additional charges will apply.
3. Mainfreight or PBT (depending on your location) is used for large and bulky items, which is normally a two-to-three-day service. If you have specific delivery requirements, please advise us at the time of ordering so we can accommodate your needs.

Offshore Island Deliveries

We do not deliver to offshore islands, including Waiheke Island, Great Barrier Island, Stewart Island and the Chatham Islands.

If you are on an offshore island, we will deliver your order free to your nominated freight forwarder or freight depot on the mainland (orders over $50). You arrange and pay the onward freight from the depot to you. Please enter your freight forwarder or depot address as the shipping address when you place your order.

If an offshore address is entered, we will contact you for a mainland depot address before dispatch, which may delay your order.

Rural Deliveries

Rural deliveries can add one to two days to the timeframes above.

Delivery Addresses

Please provide your complete shipping address (we do not ship to PO Boxes), including any relevant business name and delivery instructions, when placing your order. If your address is incomplete, we will contact you as soon as possible to make corrections. This may incur an extra delivery fee if we are charged for a second courier delivery.

If multiple items are purchased in a single transaction, the items may be dispatched from multiple warehouse locations.

Dangerous Goods

Gas cylinders, aerosols and chemicals are classified as dangerous goods (DG). They will therefore be shipped separately and may take an extra one to two days to arrive.

Click & Collect Orders

• Collect from our Nelson or Auckland warehouse on weekdays between 7:30am and 5pm.
• Allow three hours of processing time from the time of order before your order will be ready for collection.
• Please contact us before arriving to make sure your items are in stock and ready for collection. Call us on 0800 699 353 if collection is time-sensitive.
• Please provide your order confirmation, photo ID and the purchaser's credit card (if applicable) on collection.

Returns

At Proline Industrial, we strive to provide our customers with the best shopping experience. Our return policy is designed to be fair and easy to understand, allowing you to shop with confidence. Below are the details of our return policy for New Zealand customers.

No returns will be accepted unless contact has been made prior to the return and acceptance has been issued by email. A Return Authorisation number will be provided and must be attached to the returned item.

Returns Due to Change of Mind

If you have changed your mind about a purchase, we offer a 30-day return policy under the following conditions:

• The item must be returned within 30 days from the date of purchase.
• The item must be in its original condition, unused and in its original packaging, with all tags and labels intact.
• Proof of purchase, such as a receipt or order confirmation, is required for all returns.
• The customer is responsible for freighting the item to Proline Industrial.

Special-order items are excluded from change-of-mind returns because they are ordered specifically for the customer. They cannot be returned or exchanged except in the case of a manufacturing defect.

If we receive the item in a non-resalable condition, we will update you as soon as possible. Please allow five to seven business days for the refund to be reflected in your account.

To initiate a change-of-mind return and check whether you are eligible, please contact us with the purchase details.

Returns Due to a Faulty or Damaged Product

Proline Industrial is committed to providing high-quality products. However, if you receive a faulty or damaged item, you are entitled to certain rights under New Zealand Consumer Law or relevant legislation if the item was advertised or used for commercial purposes.

If the item was damaged on delivery, please notify us within three business days of receiving your order. If a claim is made outside this timeframe, we will not accept responsibility for the damage.

If the item is faulty, is not working as described or you have a warranty issue, please contact us. We will assess the matter on a case-by-case basis.

To ensure faster processing, please have your receipt available, attach clear photos of the damage where necessary and provide details of the fault, including any troubleshooting you have completed.

We will not accept returns due to misuse or accidental damage.

Returns Due to an Incorrect Item Received

If you receive an incorrect item, we apologise for the inconvenience and will rectify the mistake promptly. We offer quick returns under the following conditions:

• The item must be returned within 30 days from the date of purchase.
• The item must be in its original condition, unused and in its original packaging, with all tags and labels intact.
• Proof of purchase, such as a receipt or order confirmation, is required.

We will either send you a return slip with the correct item or provide instructions for arranging the return of the incorrect item, depending on its size. This ensures that we receive the incorrect item while the correct item is sent to you.

Any other return reason will be assessed on a case-by-case basis. Please contact us if you need to arrange a return.