Frequently asked questions

We know that sometimes figuring out what the right product for your applications can be tricky, and mistakes happen. This is why we allow returns on almost all orders, provided the items fit within our standards for return. Please note that all manufactured (customised) items and clearance items are not eligible for refunds or exchanges. 

Standards for return:

- Items must be returned within 21 days of receiving.

- Items must be in their original condition and packaging (no marks, scratches, etc).

- Items must be returned with their original purchasing documents. 

We will refund you to your original payment method if possible. Store credit is not available for online purchases. 

If your products fit within our standards for return, then you will need to contact our customer services team to request a return. You can contact them on the webchat, by email at customer.services@bekaert.com or by calling 0508 274 366.

Please ensure when contacting our team that you have your invoice and order number ready, your account number if you have a credit/trade account with us, and the items you want to return or exchange.

Once our team have approved the return or exchange, you can either post the item(s) you wish to return to your nearest branch or deliver to the branch in person. Upon return, your item(s) must be accompanied by the original purchasing paperwork. 

If you wish to return via postage, you can find the address of your nearest branch here. Returns via postage are at the cost of the customer unless the returns are due to our error. 

If you wish to exchange your item for another, you may do so, provided the item you are returning fits within our standards for return. 

If you would like to make an exchange in-store, you can check if the item you’d like to exchange for is available here. If it is not available, you can return via postage. You will need to contact our customer services team beforehand to arrange this. 

When making an exchange please ensure that the original purchasing paperwork is with the item(s).

You will have to pay the difference if the item you wish to exchange for is a higher price, and you will be eligible for a partial discount if it is less than. 

If you have received the wrong item, or your item is broken or unfit for purpose, and the error is on our end, we will cover the cost of returning the wrong/broken item back to us and delivering you the correct item.

You will need to contact our customer services team to arrange this. You can contact them on the webchat on the speech bubble icon in the bottom righthand corner of the screen, by email at customer.services@bekaert.com or by calling 0508 274 366.

All orders under 25kg will incur a delivery fee of $8.50. This will be automatically applied at checkout. For any orders over 25kg, $8.50 will be applied at checkout automatically and then you will be contacted regarding an additional delivery fee which is calculated based on the weight of the goods and the delivery address. 

Typically your order should arrive within 24-72 hours. If you live rurally, please allow longer for delivery. Delivery times are dependent on our freight companies.

If you select click and collect and order before 1:30pm your order should be available by the end of the day. If you order after this time, your order should be available for pickup by midday the next day. 

Manufactured items may take longer depending on the requirements. You will be contacted about this by our customer services team. 

If you require your order by a certain date, please add this to your order notes at check-out and our customer services team will contact you if there are any issues in meeting this. 

We use Mainfreight and NZ Courier to deliver you your goods. Which company is used depends on your location, where your order is dispatched from, the size of the order and the type of products in the order. 

If you have yet to receive a tracking code, this is likely because your order has not been dispatched from our locations. Once your order is dispatched, you will receive a notification via email from us with the tracking code. 

If it has been more than 24 hours since you placed your order, please contact our team on the webchat and they will follow up on this. 

If you have received a dispatch notification from us with a tracking code, you will be able to use this code to track your order with the shipping company.

If you have received your tracking code and it has been more than 72 hours, please contact the freight company (you can find out which freight company is used in the tracking code link).  

You can view your order status and access your tracking code in your account under ‘Order History’.