Refund policy


Last Updated: 23/04/2026


At KSL Distribution, we want you to be completely happy with your purchase. This policy explains your rights and options when it comes to returns, exchanges, and refunds - as well as our obligations to you under New Zealand's Consumer Guarantees Act 1993 (CGA) and Fair Trading Act 1986.


1. Your Rights Under New Zealand Law

Under the Consumer Guarantees Act 1993, all products we sell must be:

  • Of acceptable quality; safe, durable, free from defects, and fit for their ordinary purpose

  • Fit for any particular purpose you told us about before purchasing

  • As described, matching the product description, images, and specifications on our website

  • Accompanied by spare parts and repair availability for a reasonable time after purchase


These rights exist regardless of any separate store policy. We cannot limit or exclude your rights under the CGA. If a product fails to meet one of these guarantees, you are entitled to a remedy at no charge and within a reasonable timeframe.


2. Faulty or Defective Products

If your product is faulty, damaged on arrival, or does not match its description, you are entitled to a remedy under the CGA. The appropriate remedy depends on the nature of the problem:


Minor Faults

For minor issues that can be easily fixed, we may choose to repair the product, send a replacement, or provide a full refund. We will always act promptly.


Major Faults

A fault is considered major if a reasonable person would not have purchased the product had they known about it. In this case, you can choose:

  • A full refund

  • A replacement product of the same type and similar value

  • Compensation for the reduction in the product's value


To make a claim, contact us within a reasonable time of discovering the fault at admin@ksldistribution.co.nz with your order number and a description or photo of the issue.


We will cover all return shipping costs for faulty or incorrectly supplied items.

 


3. Refund Process

Refunds are issued to your original payment method. Please allow:

  • Up to 5 business days for us to process your refund once the return is received and inspected

  • An additional 2–5 business days for your bank or payment provider to process the credit


Refunds under the CGA are always issued in cash or to your original payment method, we will not substitute a refund with store credit without your agreement.


4. Items Not Eligible for Return

The following items are not eligible for change-of-mind returns, unless they are faulty:

  • Products that have been used, assembled, or installed

  • Products with tamper-evident seals that have been opened

  • Items purchased on final sale or clearly marked as non-returnable at the time of purchase


These exclusions do not affect your rights under the Consumer Guarantees Act — if any of these products are faulty, your CGA rights still apply in full.


5. How to Initiate a Return or Exchange

Contact us before sending any item back:

  • Email: admin@ksldistribution.co.nz

  • Subject line: "Return / Exchange – Order #[your order number]"

  • Include: your name, order number, reason for return, and photos if the item is damaged or faulty

  • We also have a refund request form if you would prefer to fill out a form.


Once your return is approved, we will provide a return address and instructions. Do not send items back without prior approval, as we may not be able to process unapproved returns.


6. Contact Us

For any questions about returns, exchanges, or your rights under the Consumer Guarantees Act, please reach out:

  • Caso Design - Operating via KSL Distribution

  • Email: admin@ksldistribution.co.nz

  • Website: www.caso-design.co.nz

  • Business Hours: Monday to Friday, 9am - 5pm NZST