Returns & Refunds Policy

At Frontier Parts NZ, we want ordering parts online to be straightforward. If something arrives faulty, damaged, incorrect, or you need to request a return, please contact us and we will work with you to find the appropriate solution.

Frontier Parts NZ is operated by Built Supply Co Limited, NZBN 9429053798558.

Nothing in this policy limits or excludes any rights you may have under the Consumer Guarantees Act 1993, Fair Trading Act 1986, or other applicable New Zealand consumer law.

Returns

Please contact us before returning any product.

For change-of-mind returns, please contact us within 30 days of delivery.

To be eligible for a change-of-mind return, the product must generally:

• Be unused and in resalable condition;

• Be returned with its original packaging where reasonably possible;

• Include all supplied accessories, manuals, parts and components; and

• Not have been installed, modified, damaged or used.

Please do not send a product back without first contacting us. We will provide the appropriate return instructions and return location.

Because some Frontier Parts NZ products are supplied through different warehouses, suppliers or fulfilment partners, the return address may be different from the address shown on our website or the address the parcel was originally sent from.

Change-of-Mind Returns

We understand that sometimes you may order something and later decide you no longer need it.

Eligible change-of-mind returns may be accepted within 30 days of delivery, subject to the conditions outlined in this policy.

Unless otherwise agreed, customers are responsible for return shipping costs for change-of-mind returns.

Original or additional shipping charges, where applicable, may not be refundable for change-of-mind returns.

We recommend using a tracked shipping service when returning an item, as we cannot process the return until the product has been received by the appropriate return location.

Incorrectly Ordered Parts

Please carefully check product specifications, dimensions, model information and compatibility before ordering.

If you accidentally order the wrong product, contact us as soon as possible.

If the product has not yet been dispatched, we will do our best to change or cancel the order.

If it has already been dispatched, it may need to be handled as a change-of-mind return.

Products that have been installed, modified, cut, drilled, wired, programmed or otherwise altered may not be eligible for a change-of-mind return.

This does not affect your rights if the product was incorrectly described, incorrectly supplied, faulty, or otherwise fails to meet applicable consumer guarantees.

Faulty Products

If you believe a product is faulty, please contact us as soon as reasonably possible and provide:

• Your order number;

• A description of the problem;

• Photos or video showing the issue where this can reasonably help us assess it; and

• Any other relevant information about the fault.

Depending on the circumstances and your rights under New Zealand law, the appropriate remedy may include a repair, replacement, refund or other solution.

We may ask you to return the product for inspection where reasonably necessary.

If a product has a fault covered by applicable consumer law, we will meet our obligations under the Consumer Guarantees Act 1993 and other applicable legislation.

Damaged Items

Please inspect your order after delivery.

If an item arrives damaged, contact us as soon as possible with your order number and clear photographs of:

• The damaged product;

• The packaging;

• The shipping label; and

• Any visible damage to the parcel.

Please keep the product and packaging until we have reviewed the issue, as the courier or supplier may require additional information.

Where the product has been damaged in transit, we will work with you to arrange an appropriate solution.

Incorrect Items

If you receive a product different from what you ordered, please contact us before using or installing it.

Send us your order number and a photo of the product received so we can investigate.

Where we have supplied the incorrect product, we will arrange an appropriate remedy and cover reasonable return shipping costs where a return is required.

Missing Items

Some orders containing multiple products may be dispatched separately and arrive on different days.

Before reporting an item as missing, please check your shipping confirmation and tracking information to see whether your order has been split into multiple parcels.

If all expected parcels have arrived and an item is still missing, contact us with your order number and details of the missing product.

We will investigate with the relevant supplier, warehouse or courier.

Exchanges

If you need a different product, size, model or specification, please contact us.

Depending on the product and circumstances, we may be able to arrange an exchange.

For change-of-mind exchanges or incorrectly ordered products, the customer may be responsible for return shipping and any difference in product price.

If the exchange is required because we supplied an incorrect or faulty product, your rights under New Zealand consumer law will apply.

Non-Returnable Change-of-Mind Items

Certain products may not be eligible for a change-of-mind return, including:

• Products that have been installed or used;

• Products that have been modified, cut, drilled, painted or otherwise altered;

• Electrical or electronic components that have been installed or connected;

• Custom-made or specially ordered products;

• Products specifically sourced for a customer's application;

• Clearance or final-sale products where clearly identified as such before purchase; and

• Products that cannot reasonably be resold due to their condition.

These exclusions apply to change-of-mind returns only.

They do not remove any rights you may have if a product is faulty, unsafe, incorrectly described or otherwise does not meet guarantees required under New Zealand consumer law.

Refunds

Once an approved return has been received and assessed, we will notify you of the outcome.

If a refund is approved, it will generally be issued to the original payment method.

Please allow time for your bank, card provider or payment provider to process the refund after it has been issued.

Processing times can vary depending on the payment provider.

Order Cancellations

If you need to cancel an order, contact us as soon as possible.

We will make reasonable efforts to cancel an order before it is dispatched.

Because some products may be processed automatically through our suppliers and fulfilment partners, we cannot guarantee that an order can be cancelled once fulfilment has started.

If the order has already been dispatched, the applicable return conditions may apply.

Return Shipping Costs

If you are returning an eligible product because you changed your mind or ordered the wrong item, you will generally be responsible for the return shipping cost.

Where a return is required because the product is faulty, damaged, incorrectly supplied, or otherwise covered by your statutory consumer rights, Frontier Parts NZ will meet its obligations regarding reasonable return costs under applicable New Zealand law.

Please contact us before arranging return shipping so we can provide the correct instructions.

Consumer Guarantees Act

Our products come with guarantees that cannot be excluded where the Consumer Guarantees Act 1993 applies.

These may include guarantees that products are of acceptable quality, fit for their intended purpose where applicable, match their description, and are supplied within a reasonable time.

If there is a problem with a product, the remedy available will depend on the nature and seriousness of the issue and your rights under applicable New Zealand law.

Nothing in this Returns & Refunds Policy is intended to restrict those rights.

Contact Us

For returns, refunds, damaged products, incorrect orders or other order issues, please contact our customer support team.

When contacting us about an existing order, please include your order number so we can assist you as quickly as possible.

We aim to respond to customer enquiries within 1 business day.

Frontier Parts NZ
Operated by Built Supply Co Limited
NZBN: 9429053798558
New Zealand

Please use the current contact information displayed on our website to reach our customer support team.

Last updated: 2 September 2026