Exchanges and Returns

When you buy at Burnsco you buy with confidence.  We stand behind the products we sell and have one of the fairest returns policies in the market.

Our team is available in-store or on 0800 10 20 41 to assist. Please follow the steps below:

When you buy at Burnsco you buy with confidence.  We stand behind the products we sell and have one of the fairest returns policies in the market.

FAULTY GOODS

Unless stated otherwise, all items carry a 12-month warranty (some products have longer warranties).  If you think an item is faulty, simply return it to any Burnsco store or courier it with a cover letter containing your contact details and any information you think is relevant to our Online Distribution Centre. See below for instructions on the process to follow.

The faulty item may be sent to the supplier for warranty assessment before a refund or replacement is offered. We will keep you up to date with this process.

UNWANTED GOODS

If you change your mind, unused but still saleable goods complete in their original packaging may be returned to us up to 30 days after purchase, excluding:

1. Electronics which may only be returned 7 days after purchase

2. Any item that was specially ordered or modified to meet your specifications is not returnable

3. Portable toilets, these are not returnable

DAMAGE GOODS DURING TRANSPORT

To claim for Damage to a Product during the transport from Burnsco to the customer, there is a maximum time frame of 5 days from the date the parcel is ‘delivered’ (this is a limitation set by the carriers). If you have received any goods that are damaged in transit, you must notify the Burnsco Web Team within 5 days of delivery (receipt) this must be done by a phone call on 0800 10 20 41 or in person at a Burnsco store otherwise it is likely the claim will be declined by the carrier and you won’t get a replacement item.

REFUNDS

Any refunds of Unwanted Goods (change of mind) will be made using a the original payment method or a Burnsco Gift Card and will exclude the cost of freight. You will need to cover the cost to return the item to us, and for us to send you a replacement if relevant. We'd suggest getting tracking on your return, as we do not take any responsibility for any loss or damage in transit. Or you can return the item to one of our 16 stores across New Zealand.

This does NOT alter or reduce your rights under the Consumer Guarantees Act. It is an additional benefit to Burnsco customers.

RETURNS PROCESS – HOW SHOULD YOU RETURN YOUR ITEM

Whether the purchase has been done in-store or online, you can choose to return it to one of our 18 stores or via courier to one of our two Online Distribution Centres (Auckland or Christchurch).

If you wish to return a product, the easiest way is to contact our Customer Service team first at 0800 10 20 41 or via email website@burnsco.co.nz  and they will assist you with all the information you need on the steps required.

STEPS:

1. 1. Make sure your item(s) is unused and it is in the same condition as when you received it. Please, pack the item (product and original packing) inside a courier bag or another box (please, do not attach anything to the original packaging of the product as your return might not be accepted).
2.  2. For us to process your return, you must complete the Return Form here. Please, ensure we can identify your returned parcel, and clearly display your name on it. The courier cost to return the item will need to be covered by you unless it’s a faulty product.
3. 3. Once our Distribution Centre receives your parcel, our Web Team will contact you to organise a return, exchange and/or refund.
4. 4. If you wish to exchange your product for another one or a different size/ colour, a freight fee may be applied.
5. 5. Once we have received your goods, we will assess them and contact you to discuss the options.  At first instance, if the goods are faulty within the terms of warranty, we will organise to repair or replace the goods. This may involve an assessment by the supplier or manufacturer first. If the goods cannot be repaired or replaced, we will refund the purchase price. 

BURNSCO RETURN ADDRESSES

You can choose to send your return to the closest Distribution Centre. We have one located in Auckland and another one in Christchurch.

PROOF OF PURCHASE REQUIRED

Like every retailer, to process a return or exchange we will require proof of purchase for returns. Ideally, this will be a copy of your receipt, or the order confirmation received in your email.  If you can’t find either of these but have made your purchase on your Burnsco Club account, we can usually easily find your purchase details in your transaction history. That’s another advantage/benefit of joining the Burnsco Club!

If you do not have a copy of your receipt, we will need as many details as possible about your transaction, such as date of purchase, payment method, etc and we will try to find your transaction. 

At the same time, why not sign up for the Burnsco Club now?  It’s free and only takes a couple of minutes.  You will then have the comfort that we will be able to look up the details of any of your purchases.

If you need help or advice with a return, please contact us.