Sales Goods Returns Process
Please note: All PTO (Purchase to Order) and MTO (Made to Order) items are non-returnable. The SGR process applies to MTS (Made to Stock) and PTS (Purchase to Stock) items.
Products purchased from our Clearance Specials section are sold on a non-returnable basis and cannot be exchanged or refunded for change of mind. This does not affect your rights under the Consumer Guarantees Act 1993, which means you are still entitled to a remedy if the goods are faulty, unsafe, or do not meet the guarantees of acceptable quality, fitness for purpose, or match their description. Please check product details carefully before purchasing, as clearance items may include discontinued or end-of-line products.
If you encounter any issues with your order, such as damage to the goods, missing or oversupplied items, or incorrect deliveries, please notify your Sales Representative or our Customer Service team within 14 days of receiving your order. You can reach us via email at nzcredits@assaabloy.com or by phone at 09-448 9188.
When submitting your claim, please provide the following details:
- Original Purchase Order Number/Invoice Number
- Product/s Code/SKU
- Quantity affected
- Reason for Return
- Images of the item/s or packaging if damaged
ASSA ABLOY management approval is required for claims over $1,000, which may lead to additional time.
We kindly ask that you do not return any products before receiving an SGR number from us. Once your claim has been approved, the product can be returned in its original condition to the following address:
INWARDS GOODS
C/O SGR
ASSA ABLOY NZ
5A ARMSTRONG ROAD
ROSEDALE,
ALBANY
AUCKLAND 0632
If you have a pending claim request, we recommend contacting our Customer Service team with your ticket number on 09-448 1988 or escalate this with your Sales Representative if it has not been responded to within three working days.
By following this process, we can ensure a consistent and efficient approach to handling returns, ultimately improving our customer experience and maintaining business continuity.
Thank you for your cooperation and commitment to this important process.
If you have any questions, please contact your ASSA ABLOY representative, or call our Customer Services Team on (09) 448 9188