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Feedback, problems and complaints

Let us know your feedback or complaint


We endeavour to provide quality products, colour, service and advice and appreciate your feedback on our products and services.

If you have feedback, a complaint or problem, please let us know. We'll do our best to sort things out.

Contact us:


* Talk to one of our Resene ColorShop Managers at any Resene owned ColorShop.
* Fill out a Resene customer feedback form (either hard copy from the store) or online.
* Email us: update@resene.co.nz with the subject header 'Feedback' or 'Complaint'.
* Write to us: Resene Paints Ltd, PO Box 38242, Wellington Mail Centre, Lower Hutt 5045, New Zealand, c/o Complaints Dept OR Resene Paints (Australia) Ltd, PO Box 924, Beenleigh, Qld 4207, Australia, c/o Complaints Dept.

A complaint should include at least the following:
* Specific detail about the complaint
* Potential damages or damages suffered
* Request of corrective measures, if required.

If the complaint relates to service in a Resene reseller or non Resene owned ColorShop, please contact the store directly.

What happens next?


Once we have received your complaint, we will decide whether it is service or product related. In most cases the complaint will be sent to the Resene branch closest to you for them to follow up. We aim to respond within 7 days and resolve complaints within 25 working days. Some complaints may take longer for projects in remote areas or if more detailed product investigation or on site inspection is required. Should a complaint need to be referred to our technical team it may take up to eight weeks to resolve. We will keep you informed throughout the process.

If the complaint isn't resolved to your satisfaction, you can contact the Consumer NZ Advisory Service on 0800 266 786*. They will provide an independent opinion and make a recommendation on the complaint that Resene agrees to abide by. *Available to New Zealand customers only.

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Resene Paints Ltd

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Our vision is to be respected as an ethical and sustainable company and acknowledged as the leading provider of innovative paint and colour technology. View Resene’s profile and Environmental Policy.

Any personal data, such as name, address, phone, email details, supplied to Resene for the purposes of receiving newsletters, orders etc will be retained by Resene Paints Ltd and used only by Resene Paints Ltd and its trusted agencies for the purposes of communication/promotion/providing service to you. We do not sell, trade or otherwise transfer your personal data to outside third parties. If you wish to opt out of communication from Resene please complete our contact us form. View our full Privacy Policy.

We would love to hear from you if you wish to use Resene’s images, information and ideas for social medial, blogs, newsletters and other media use. Please email update@resene.co.nz and let us know what you need, what it is for and how Resene will be acknowledged as the source of the content. We are happy to assist with most requests.

Colours shown on this website are a representation only. Please refer to the actual paint or product sample. Resene colour charts, testpots and samples are available for ordering online.   See measurements/conversions for more details on how electronic colour values are achieved.

Australia:
PO Box 924, Beenleigh, Queensland 4207
P: 1800 738 383. F: 1800 064 960
advice@resene.com.au
www.resene.com.au

New Zealand:
PO Box 38242, Wellington Mail Centre, Lower Hutt 5045
P: +64 (4) 577 0500, 0800 RESENE (737 363). F: (04) 577 0600
advice@resene.co.nz
www.resene.co.nz