Returns & Refunds Policy

At atom, we are committed to providing quality products and excellent service. Our returns and refunds policy complies with the New Zealand Consumer Guarantees Act 1993 (CGA). This means you are legally entitled to a replacement, repair, or refund if the goods you purchased are:

  • Faulty or damaged on arrival.
  • Incorrectly supplied.
  • Not of acceptable quality.
  • Do not match their description.

We do not exclude or limit your rights under the CGA.

Conditions for Returns

  • Notification: Customers must notify atom within 14 days of receiving goods if they wish to return or exchange items for reasons other than being faulty or misdescribed.
  • Approval: All returns must be approved by atom before being sent back. Unauthorised returns may not be accepted.
  • Condition: Goods must be returned in original, saleable condition with undamaged packaging (unless faulty).
  • Proof of purchase: A valid proof of purchase (such as a GST invoice, receipt, or order confirmation email) must be provided for all returns.

Non-Returnable Items

The following items cannot be returned unless faulty:

  • Cut-to-length products.
  • Made-to-order items.
  • Special powder coated or plated finishes.
  • Custom keyed locks.
  • Customer-specified non-stock products.

Change of Mind Returns

  • Change-of-mind returns are accepted at atom’s discretion.
  • A restocking fee (up to 20%) may apply.
  • Goods must be unopened, unused, and in resaleable condition.

Shipping & Costs

  • If the return is due to a fault, damage, or incorrect supply, atom will cover the cost of return shipping.
  • If the return is due to change of mind, the customer is responsible for return shipping costs.
  • We recommend using a trackable courier service, as atom cannot take responsibility for goods lost in transit.

Refunds & Processing

  • Once your return has been received and inspected, we will notify you of the outcome.
  • Refunds will be processed to your original payment method, unless otherwise agreed.
  • Please allow up to 14 business days from receipt of the returned goods for processing.
  • If a replacement is required, it will be shipped once the return has been approved.
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