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 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 20th of month following delivery.

Freight Partners:

1. Post Haste Two Day Service is used for all standard deliveries

2. NZC are used for all urgent or overnight deliveries, however additional charges will apply.

3. Mainfreight or PBT (depending on your location) are used for large and bulky items, which is normally a two-three day service. If you have specific delivery requirements, please ensure that you advise us at the time of order so we can accommodate your needs.

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 return, and acceptance of the return issued in the form of an email with a "Return Authorisation" number provided to 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 will be responsible for freighting the item to Proline Industrial

Special order items are excluded from change of mind returns as they are ordered specially for the customer, hence 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 5-7 business days for the refund to be reflected in your account.

To initiate a return due to change of mind and to check you are eligible, please Contact Us with the details of the purchase.

Returns due to 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 3 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, not working as described, or you have a warranty issue, please Contact Us and we will assess on a case by case basis.

To ensure faster processing, please ensure you have the receipt, attach clear photos of the damage (if necessary) & provide any details of the fault including troubleshooting you have done.

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

Returns due to incorrect item received

If you receive an incorrect item, we apologize 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 instructions on arranging the return of the incorrect item, depending on the size, to ensure we get the item back while you get the correct item sent.

For any other return, reason will be assessed on a case-by-case basis. Please Contact Us if you need to arrange a return.