Returned Goods Policy

Nexans NZ Ltd Returned Goods Policy


Product & Service Complaint Process

All Customer complaints & queries on Service or Product; must be reported to the Customer’s Account Manager or Customer Solutions Team, who shall then report the matter as per Nexans NZ Ltd’s Product or Service complaint procedures, to the Quality & Compliance Manager.

The Quality & Compliance Manager shall record the details of the complaint or query and initiate any investigation required to be able resolve the matter as quickly as possible.



The conditions stated below, MUST be met before any goods can be returned.


  • For all returns, Nexans Customer Solutions shall raise a ‘Returns Order’ (ZRE) in SAP, and the form shall be emailed/faxed to the Customer prior to return. Nexans Despatch will generate a ‘Returns Delivery’ in SAP and organise return of cable if instructed to do so in the ‘transport notes’.
  • A copy of the ‘Return Order’ (ZRE) must accompany the goods being returned, any goods arriving without proper documentation shall be turned away at the originator’s expense. Nexans reserves the right to only accept returns if forwarded to the original despatching branch.  Freight costs incurred are the responsibility of the originator – unless Nexans has accepted responsibility for the reason of the return.


  • The Returns Order (ZRE) is an authorisation for return and not an agreement to credit.  All returns are subject to inspection.
  • All credits will be to a specific account and only issued on the return and acceptance by Nexans NZ Ltd, no cash reimbursements shall be made.



        1.     All claims to be made within 2 working days of receipt of goods or as otherwise agreed in writing. All products returned must be in a saleable condition; acceptance is subject to Nexans inspection.

2.     Nexans will accept for return, without reservation, the following;

  • Any product supplied incorrectly, and/or
  • Any product that is not to its given standard due to design error.
  • Where Nexans is at fault or otherwise responsible and mutually agrees on the return.

3.     Products / lengths that will not be accepted for return;

  • Cable Accessories e.g: Glands
  • Specific ‘manufactured to order’, or ‘purchased to order’ products, and/or ‘cut’ pack size products.
  • Lengths cut to customers order – less than minimum listed;
    • All Cables – less than 100 metre lengths
    • Return length less than order length
    • Purchased 3 months prior to supplied date

        5.     Nexans reserves the right to apply a 15% restocking fee for goods returned based on the value of the goods returned plus GST.

Transport Errors or Damages

        6.    It is the responsibility of the receiver to inspect the goods prior to accepting them from the Transport provider.  If a POD (proof of delivery) has been signed as received in good condition, NO claim can be made against that delivery. All transport errors and complaints are to be reported to Nexans within 48 hours of delivery.


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