Returns and Exchanges Policy

We deal with return of product/s on a customer-by-customer basis. Please get in touch with our customer service team directly at or 0800 12 77 46 if you wish to return any product/s or discuss any issues with product/s.

Please send all items being returned to: PrimeHort Distributors Ltd, 2168 State Highway 1, Kaiwaka, New Zealand. Keep a record of your return shipment until you have received your credit, refund or exchange. We suggest that you return your item(s) using a tracked service.

The conditions applying to returns and exchanges is as follows:

  • Within 7 days of delivery, goods may be eligible to be returned, provided they are in a “re-sellable condition”, in their original, undamaged and unopened containers, accompanied by a copy of the original invoice.
  • Cancelled orders or returned goods may attract a 10% restocking fee.

Product/s returned to us that do not meet our returns policy guidelines outlined above will be held at PrimeHort Distributors Ltd warehouse. The customer will be responsible for any costs associated with returning the goods back to the customer.

We will process your returned product once it is received at our warehouse. Once the return has been approved you will receive an email advising how your return is being processed.

In the unlikely event that your goods arrive damaged and are in an unusable condition, you will need to get in touch with our customer service team immediately at or 0800 12 77 46. Please note, at the time of delivery, you should always mark goods as being received in a ‘damaged condition’ with the carrier.

Our team will guide you through the replacement of goods. You will be asked to provide photographic evidence of the damage. This is required for us to liaise with the associated courier company. We also require you to not dispose or use any damaged goods as these need to be collected by the delivery company to be assessed for damage.

Replacement goods will be arranged and couriered to you as soon as reasonably possible. PrimeHort Distributors Ltd reserves the right to reject returns and exchanges outside our 7-day return period. Goods may not be returned to PrimeHort Distributors Ltd for the reason of late delivery by the freight or courier company.

Please note that PrimeHort Distributors Ltd is not liable for any freight charges incurred by refused shipment and unclaimed goods.

We reserve the right to make a charge of not exceeding our direct costs of recovering the goods if you do not return the goods.

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