01Who this applies to

KK Distributors Ltd supplies goods to businesses for resale. This policy applies to all trade customers buying from us — dairies, convenience stores, service stations, cafés and other resellers.

Because goods are supplied for resale rather than personal use, the Consumer Guarantees Act generally does not apply to our supply to you. The commitments below are ours, given voluntarily because we would rather fix a problem than argue about one.

02Check your delivery on arrival

Please check your order against the invoice when it arrives, before it goes onto your shelves. Count the cartons, check for damage, and check the lines match what you ordered.

If something is wrong, tell us straight away and take photos before anything is moved or opened further. Photos of the damage, the carton and the outer packaging make a claim quick and easy to resolve.

03Timeframes at a glance

These are our targets, not a technicality to catch you out. If you spot something later than the window, still call us — we would rather hear about it.

04What we will take back

• Damaged stock — crushed, leaking, punctured or broken on arrival.
• Short shipments — you were invoiced for stock that wasn’t in the delivery.
• Our picking error — we sent the wrong product, size or quantity.
• Faulty or out-of-condition product — including stock that arrived past or too close to its best-before date without being flagged as short-dated at the time of sale.
• Recalled product — we will contact you, arrange uplift and credit you in full.

In all of these cases the freight cost is ours, not yours.

05What we can’t take back

• Change of mind — a line that didn’t sell as well as you hoped.
• Over-ordering — stock you ordered more of than you needed.
• Stock sold as short-dated or clearance — these are sold as-is at a reduced price, clearly marked at the time of sale.
• Product stored incorrectly after delivery — for example chocolate left in heat, or damage from your own handling.
• Opened or part-used cartons, unless the fault is inside them.
• Anything with your own pricing stickers or labels applied.

06How to make a claim

1. Get in touch

Email sales@kkdistributors.co.nz or call +64 22 043 9192 within the timeframe above.

2. Send us these details

• Your invoice or order number
• The product and how many units are affected
• What went wrong
• Photos, if it’s damage or a fault

3. Wait for authorisation

We will come back to you — usually the same business day — and confirm whether to return the stock, dispose of it, or hold it for uplift. Please don’t send anything back before we have confirmed, or we may not be able to process the credit.

07Refunds and credits

Once a claim is approved, our default is a credit against your account, applied to your next order. If you would rather have the money back, we will refund to the account the payment came from.

Approved credits are issued within 3 business days. Bank refunds usually clear within 5 business days after that, depending on your bank.

08Cancelling or changing an order

Because payment is taken in advance and we dispatch as soon as it clears, orders move quickly. If you need to cancel or change an order, call us immediately.

• Before dispatch — we will cancel or amend it and refund or credit you in full.
• After dispatch — it becomes a return, and the sections above apply.

09Pickups from the warehouse

Warehouse pickup is available by arrangement only — please call or email to confirm before you come, so the order is picked and waiting. Our warehouse is Unit 2, 319 Neilson Street, Onehunga, open weekdays 8:30am–5:00pm.

Please check your order before you leave. Once stock has left the warehouse with you, transit damage claims can no longer be made.

10Your legal rights

Nothing in this policy is intended to limit any rights you have that cannot be excluded by law. Where goods are supplied to a business for resale, the Consumer Guarantees Act 1993 generally does not apply, and the Fair Trading Act 1986 continues to apply to how we describe and sell our products.

Where you resell our products to the public, your own obligations to your customers under the Consumer Guarantees Act are yours, not ours.

11Contact us