Returns Policy
Returns Policy sets out the terms and conditions under which Kohler will consider and process returns of Goods. By purchasing Goods, the Customer agrees to comply with this policy.
1. No Return Without Approval
1.1 Goods, including those damaged upon receipt, must not be returned without Kohler’s prior written approval.
1.2 Any Goods returned without such approval will be refused and will remain at the sender’s risk and expense.
2. Non-Returnable Goods
2.1 Goods that are custom-made, non-standard, or manufactured against specific orders and supplied correctly are strictly non-returnable.
2.2 This includes, without limitation:
- Spa Baths
- Non-standard Doors
- Bath Products
- Non-standard Shower Walls
3. Returns of Stock Lines (Discretionary)
3.1 Kohler may, at its sole discretion, accept the return of Goods classified as stock lines for credit, provided all of the following conditions are met:
a) The Goods are no more than eight (8) weeks old from the invoice date.
b) Prior written approval is obtained from Kohler’s Customer Service Office (Auckland) or an authorised Kohler Representative.
c) Upon approval, Kohler will issue a Return Authorisation Label for each item. This label number must be quoted on all related documentation.
d) The Customer is responsible for arranging and paying for delivery of the Goods to Kohler.
e) The Goods must be returned within ten (10) working days of approval. Failure to meet this timeframe will result in cancellation of the return approval and any associated credit.
f) A restocking fee of fifteen percent (15%) of the invoiced value will be deducted from any credit issued.
4. Warehouse Acceptance Requirements
4.1 Kohler’s warehouse will only accept Goods that are clearly labelled with a valid Return Authorisation Label.
4.2 Goods received without such labelling may be refused or returned at the Customer’s expense.
5. Incorrect, Faulty, or Damaged Goods
5.1 Where Kohler has supplied incorrect, faulty, or damaged Goods, Kohler will arrange collection from the Customer’s location.
5.2 Prior to collection, the Goods must be returned to the Customer’s premises and made available for pickup.
5.3 Kohler’s nominated carrier will make a maximum of two (2) collection attempts within a twenty-five (25) day period.
5.4 If the Goods are not available for collection within this period, the return approval and any associated credit may be cancelled.
6. All Other Returns
6.1 For any approved return not covered under clause 5, the Customer is solely responsible for arranging and paying for delivery of the Goods to Kohler.
6.2 All returns must comply with the approval process, labelling requirements, and timeframes outlined in this policy.
7. Return Authorisation Process
7.1 Where a return is approved, Kohler will issue a Return Authorisation Label (which may be provided electronically, including in PDF format).
7.2 The Customer must ensure the label is clearly attached to the returned Goods and referenced in all associated documentation.
7.3 Failure to comply with these requirements may result in refusal of the return.
8. General Conditions
8.1 All return approvals are non-transferable and apply only to the specific Goods authorised.
8.2 Kohler reserves the right to refuse any return that does not strictly comply with this policy.
8.3 No credit will be issued until the Goods are received, inspected, and confirmed to meet all applicable return conditions.