30 Days Return Policy

We are all about putting a smile on our customers' faces. We want you to like our products as much as we do and have a successful DIY project. However; we do understand that sometimes a purchase might not be completely right and you may wish to return a product to us.

Whilst the Consumer Guarantees Act of New Zealand (CGA) and the Australian Consumer Law (ACL) cover the basis for our returns policy, we want to take our commitment a step further with our voluntary 30-day return offer.

30 Days Easy Returns 

We offer a 30 days returns policy, which means you have 30 days after ordering your item to request a return.  

To be eligible for a return, your item must be in the same condition that you received it, unused, with label, and in its original packaging.

Please choose carefully, as we cannot accept returns or exchanges for the following items:

• Custom Cut-to-Size Orders: This includesTGA Architectural Grade vinyl and any other products cut specifically to your requested length.

• Sample Orders: All individual samples and sample packs.

• Individual Sheets / "1 Tile" Selection: Hand-picked for samples or "top-ups." Due to quality control and adhesive integrity, these cannot be returned.

• Promotional Bundles: Including "Bundle Deals" and "Buy X, Get Y" offers.

• Clearance & Special Items: Sale items, discontinued products, and custom or special-order items brought in specifically for you.  

• All Smart Tiles as we will not restock this brand when they've sold out.

To start a return:

1. Click here and in the email field enter the email address you submitted when you made your purchase, and then click continue.
2. In your email account, open the email sent from Vinyl Home and copy the six-digit verification code included in the email.
3. Go back to the online store, and then enter a six-digit verification code.
4. Click the order that you want to submit the return for.
5. If your order has more than one item, then select the items that you want to return.
6. Select a return reason and add a note.
7. Click Request return.
8. Check your email and follow the instructions in the email.

After completing the above steps, you'll receive a confirmation email. Please note that the email is just a confirmation that your request has been received. Your return request has not been approved yet. A customer service representative will still need to evaluate your request and approve or decline it. We aim to approve/decline all return requests within 1 working day. 

Return shipping

Please note that you are responsible for the shipping cost. Keep a record of your shipment until you have received credit or refund. You are responsible for the goods until they are received in new and saleable condition by Vinyl Home. Please note that your parcel needs to be shipped as we do not accept drop offs and pick ups.

Fulfilment Transparency Note: All orders are initially shipped from our New Zealand stockroom, and all returns are processed at our New Zealand headquarters.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method.