We want ordering from Stronghold Supplies to be easy and reliable. This page explains how we handle returns, exchanges, and refunds.

1) Change-of-mind returns (B2B)

Because we primarily supply businesses, we generally don’t accept change-of-mind returns.
If we approve an exception at our discretion, the item must be unused, unopened, and in original packaging and returned within 14 days of delivery. Approved returns may incur a 10% restocking fee and shipping charges are non-refundable.

Tip: Email us first—unapproved returns may be refused and sent back to you.

2) Damaged, incorrect, or missing items

Please inspect your order on delivery. If something is wrong, contact us within 7 days with your order number and photos (if applicable). We’ll quickly arrange a replacement, correction, or refund.

3) Faulty products (warranty)

If a product is faulty, we’ll repair, replace, or refund within a reasonable time. Email us with details and photos and we’ll advise next steps.

4) What can’t be returned

• Items not in original, resaleable condition (opened, used, or missing packaging).
• Custom, cut-to-length, or special-order goods (if applicable).
• Clearance items marked Final Sale.
• Returns sent without approval/RMA.

5) How to start a return
1. Use the contact form or email your account representative. Include:
• Order number
• Item(s) and quantity
• Reason for return
• Photos (for damage/faults)
2. We’ll reply with return instructions and an RMA (Return Authorisation).
3. Pack items securely. Unless we made a mistake or the product is faulty, you’re responsible for return shipping.
4. Send using a trackable service. Keep your tracking number.

Returns are processed in New Zealand. Please don’t send anything back before receiving RMA details.

6) Refunds
• Refunds are issued to your original payment method once the goods are received and inspected.
• Allow 3–5 business days for processing, plus your bank’s timeframe.
• Shipping fees are non-refundable unless we made an error.
• If the return lowers your order below a free-shipping threshold, the original shipping cost may be deducted.

7) Exchanges

Need a different size or item? Start a return (as above), and place a new order for the replacement. We’ll refund the original once it arrives.

8) Business vs consumer purchases

For business purchases, our Terms state that the Consumer Guarantees Act (CGA) is excluded.
If you purchase as a consumer, your rights under the CGA and Fair Trading Act remain and nothing here limits them.

9) Contact

Stronghold Supplies (Meridian 95 Ltd)
Email: customersupport@strongholdsupplies.co.nz or the site contact form. A representative will strive to respond within 2 working days.