Refund policy

Cooling off period
We accept a 14-day no reason return, provided the item must be in the same condition that you received it, unused, in its original packaging. You'll also need the receipt or proof of purchase.

To start a return, you can contact us at sales@xgate.co.nz Please note that returns will need to be sent to the following address: Unit L, 1 Henry Rose Place, Albany, Auckland 0632

The returning cost is solely on you. The freight cost is non-refundable. Returned products will incur a 15% restocking fee if you prefer a cash or bank refund to cover our costs. However, there’s no restocking fee if you choose store credit instead.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
We only accept return of kitset if above criteria is met, assembled gates and fences are exempt. We reserve the right to decline any return if parts are missing so please make sure all parts are in the box.

Unfortunately, we cannot accept returns of on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
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 within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we've approved your return, please contact us at sales@xgate.co.nz