Returns and refunds

At Standards New Zealand, we are committed to ensuring your satisfaction with our products while maintaining the integrity of our standards and services. We strive to fulfill your order correctly and on time, and will address any issues that may occur during the purchase, printing, or dispatching process.

Digital products

• We do not offer returns or refunds for digital products (including PDF standards and Online Library subscriptions) once the content has been made available.
• Exceptions may be made if we provided the wrong product or a defective product.
• If you accidentally purchased the same digital product twice, we may consider a refund request.

Hard copy products

• Due to our print-on-demand process, we do not accept returns of printed content unless we provided the incorrect product or the product is defective.
• We do not offer refunds for binding methods unless the binding is defective.

International standards

• Our refund and replacement policy applies equally to all our products, including international standards.

Online Library subscriptions

• We do not offer refunds for interruptions in access to the Online Library.
• We may consider extending your subscription if there is limited or no access to subscribed content for a substantial period due to factors under our control.

Defective products

• If you receive a defective product, you may be eligible for a replacement (not a refund).
• Contact our customer service team within 30 days of purchase with a detailed description of the defect and, if possible, photographic evidence for hard copy products.

Important notes

• We do not offer refunds if an incorrect or uncited version of a standard is purchased.
• It is the customer's responsibility to verify the specific version of a standard required by their relevant regulatory body before making a purchase.
• Proof of purchase is only relevant if the same user purchased the same product twice.
• We cannot cancel orders for hard copies once printing has begun.

For any questions or to discuss a potential replacement, please contact our customer service team at enquiries@standards.govt.nz or call 0800 782 632 (within New Zealand) or +64 3 943 4259 (international calls). Our business hours are 8am to 5pm, Monday through Friday.

For full details on our returns and replacements, please read our comprehensive Refund and Replacement Policy:

Refund policy [PDF, 196 KB]