Why guarantees and warranties matter
A new kitchen, laundry, wardrobe fit-out or custom storage unit is a significant investment. In New Zealand, the difference between a smooth project and a frustrating one often comes down to what was promised in writing before work started.
A good cabinet maker should be clear about:
- the quality of workmanship they stand behind - which materials and hardware are covered by manufacturer warranties - what happens if something is faulty after installation - how they handle delays, damage and remedial work
Don’t rely on a verbal assurance like “we look after our jobs”. Ask for the details in the quote or contract. A proper paper trail helps if there’s a dispute later.
Workmanship guarantees: what they should cover
A workmanship guarantee is the cabinet maker’s promise that their labour meets a reasonable standard. It is not the same as a product warranty from a supplier.
In practical terms, a workmanship guarantee should cover issues such as:
- poor alignment of doors and drawers - visible gaps, uneven reveals or poor fit - shelving or cabinet boxes installed out of level - fixing errors, loose fittings or badly finished edges - damage caused during installation
A workmanship guarantee should ideally state:
- how long it lasts - what is covered and what is excluded - whether the maker will repair, replace or refund defective work - how to report a defect and how quickly they will respond
For many cabinet makers, a 12-month workmanship guarantee is common, but there is no single industry rule. Some may offer longer periods on structural or custom joinery work, while others limit their guarantee to a shorter period. What matters most is that the promise is clear and realistic.
Be wary of guarantees that exclude almost everything. If a cabinet maker says they guarantee their workmanship but then excludes fitting, adjustment, fastenings and finishing, the promise is of little value.
Product warranties: what is usually covered
Cabinet making projects often involve products made by other companies, not just the cabinet maker’s own labour. These can include:
- hinges, runners and soft-close systems - handles and knobs - laminate, melamine, timber veneer or solid timber surfaces - engineered stone or other benchtop materials - sinks, taps and appliances supplied as part of the job
These items may come with manufacturer warranties, but the warranty terms vary widely. Some products are covered for only a short period, while hardware and premium components may have longer coverage.
It is worth asking:
- who the supplier is - what warranty period applies to each item - who holds the warranty paperwork - whether the cabinet maker will submit a claim on your behalf if something fails
A useful comparison
| Type of cover | Who usually provides it | Typical issues covered | What to check | |---|---|---|---| | Workmanship guarantee | Cabinet maker | Faulty installation, poor finish, alignment problems | Duration, exclusions, remedy process | | Product warranty | Manufacturer or supplier | Defective hinges, runners, boards, benchtops, hardware | Warranty period, conditions, proof of purchase | | Consumer Guarantees Act rights | Cabinet maker and supplier in trade | Services not done with reasonable care and skill; goods not of acceptable quality | Rights apply even if no written warranty is offered |
Remember that a product warranty does not replace your legal rights. If a product is faulty, you may have more than one avenue for recourse.
The Consumer Guarantees Act: your key protection in NZ
The Consumer Guarantees Act 1993 (CGA) is one of the most important protections for homeowners in New Zealand. It applies when you buy goods or services for personal, domestic or household use.
For cabinet making, the CGA usually applies to both:
- the services the cabinet maker provides - the cabinetry and related goods supplied
Under the CGA, services must be carried out with reasonable care and skill, completed within a reasonable time if no time is agreed, and done for a reasonable price if no price is agreed. Goods must be of acceptable quality, match description, and be reasonably fit for purpose.
That means even if a cabinet maker does not offer a written guarantee, you may still have rights if the workmanship is poor or the cabinetry is defective.
The CGA is especially relevant if:
- doors don’t align after installation due to poor fitting - drawers jam because the hardware was installed badly - cabinet carcasses are damaged, warped or not fit for purpose - the finish is clearly below the standard promised - the job takes far longer than agreed without a valid reason
When a fault is “minor” or “substantial”
If there is a failure under the CGA, your remedy depends on the seriousness of the problem.
- **Minor failure:** the supplier can usually repair it within a reasonable time. - **Substantial failure:** you may be able to reject the work or goods, require a replacement, or seek a refund.
A problem may be substantial if a reasonable person would not have bought the cabinetry knowing the fault, or if the work is significantly different from what was agreed.
What recourse do you have if the work is faulty?
If your cabinet maker’s work is faulty, start by giving them a chance to fix it. Keep the process in writing and stay factual.
Step 1: Document the problem
- take clear photos and videos - note dates, delivery and installation times - keep copies of the quote, contract, invoices and emails - record what was said during any phone calls
If the issue is seasonal — for example, timber movement in a dry Canterbury winter or swelling in a damp coastal area — note the room conditions too. Moisture and temperature changes can affect timber products, but they do not excuse poor workmanship or unsuitable material selection.
Step 2: Notify the cabinet maker promptly
Contact them as soon as you notice the issue. Explain:
- what is wrong - where it is located - when you first noticed it - what outcome you want, such as repair or replacement
Be specific. “The drawer fronts on the right side are 4–5 mm out of alignment and rub on opening” is more useful than “the kitchen looks wrong”.
Step 3: Allow a reasonable opportunity to fix it
Under the CGA, the supplier should usually be given a chance to repair the problem if it can be fixed. Set a reasonable deadline and keep it practical. For example, allow a week or two for an inspection appointment, depending on urgency and availability.
Step 4: Escalate if they do not respond
If the cabinet maker ignores you, disputes the issue without good reason, or fails to fix it within a reasonable time, you can escalate.
Possible next steps include:
- sending a formal written notice of breach - asking for an independent inspection or second opinion - seeking help from Citizens Advice Bureau or Consumer Protection - using the Disputes Tribunal for claims up to its current monetary limit - pursuing the matter through the District Court if necessary, especially for larger claims or complex disputes
If other trades are involved — for example, an electrician connecting appliances or a plumber installing a sink — separate trade issues may need to be resolved with the relevant contractor. Plumbing, gasfitting and drainlaying are restricted under the Plumbers, Gasfitters, and Drainlayers Board (PGDB), and electrical work is regulated by the Electrical Workers Registration Board (EWRB). Cabinet makers should not be doing work outside their competence or legal scope.
What a fair warranty clause should say
Before you sign, look for warranty wording that is straightforward and practical. A fair clause should spell out:
- who is responsible for the warranty claim - the term of the workmanship guarantee - whether travel costs are covered if they need to return to site - what constitutes fair wear and tear - how moisture, sunlight or misuse are treated - the process and timeframe for repairs
A good cabinet maker should not try to hide behind confusing exclusions. For example, “no responsibility for any defects after installation” is not consumer-friendly and may be inconsistent with the CGA.
Red flags to watch for
- no written quote or scope of works - vague wording such as “standard industry warranty” with no detail - refusal to state who supplies materials - no mention of remedial work if defects appear - pressure to pay the full amount before installation is complete - no business address, GST details or proof of insurance
Also check whether the cabinet maker has public liability insurance and whether they work from accurate site measurements. Mistakes in measurement are a common cause of costly rework.
How to protect yourself before the job starts
The easiest disputes are the ones that never happen. A little diligence upfront can save time and money later.
Ask for multiple written quotes
Compare at least two or three written quotes so you can see differences in:
- materials and hardware - scope of installation - finish level - inclusions such as removal of old cabinetry or benchtop templating - warranty terms - payment schedule
The cheapest quote is not always the best value, especially if it uses low-grade hardware or excludes important details.
Check credentials and experience
Look for evidence that the cabinet maker:
- has relevant trade experience and a track record in similar projects - can provide references or completed project photos - understands local conditions, including moisture, humidity and ventilation issues - knows when building consent may be required for associated building work
Cabinetry itself does not usually require a building consent, but the broader project might. For example, if the job involves structural alterations, reconfiguring load-bearing walls, or major building work, your local council may require consent. If the design affects plumbing, electrical or gas work, those trades must be handled by the appropriately licensed professionals.
Put the scope in writing
Your quote or contract should state:
- exact cabinetry layout and dimensions - materials, colours and finish - hardware brands and models where possible - whether painting or sealing is included - installation date range and expected duration - payment milestones tied to progress - warranty and guarantee terms
If a change is made during the job, ask for a written variation before the work continues.
Final thoughts
A trustworthy cabinet maker in New Zealand should be willing to stand behind both their workmanship and the products they supply. The best protection for homeowners is a clear written agreement, realistic warranty terms, and a solid understanding of your rights under the Consumer Guarantees Act.
If a problem does arise, act quickly, document everything and give the contractor a fair chance to fix it. If they do not, NZ law gives you practical options to seek repair, replacement, refund or compensation depending on the situation.
When you are comparing cabinet makers, look beyond appearance and price. Ask what is guaranteed, for how long, and what happens if something goes wrong. That conversation up front can save a lot of stress later.