Finding that your brand-new custom cabinets don't fit once they arrive on site is frustrating — but it's more common than you might think. The good news is that most fit issues can be resolved, especially when you understand why they happen and what your rights are. Whether it's a kitchen, laundry, or built-in wardrobe, knowing the process helps you act quickly and get the outcome you deserve.
Why Custom Cabinets Sometimes Don't Fit
Custom cabinetry is built to measurements taken before installation. If anything changes between the measure-up and delivery, problems can arise. Common causes include:
- Inaccurate site measurements — either taken by the homeowner or, less commonly, by the cabinet maker
- Changes to the room — plastering, tiling, or flooring completed after the measure-up can reduce clearances by several millimetres
- Building movement — NZ homes, particularly older timber-framed houses, can shift slightly between seasons
- Out-of-square walls or floors — very few rooms are perfectly square, and this must be accounted for during templating
- Manufacturing error — the cabinet was built to the wrong dimensions despite correct measurements being supplied
- Delivery damage — a cabinet that was warped or racked in transit may no longer sit true
Understanding the root cause is the first step, because it determines who is responsible for fixing the problem.
Who Is Responsible?
Responsibility depends on who took the measurements and what your contract says.
| Situation | Likely Responsible Party |
|---|---|
| Cabinet maker measured up | Cabinet maker |
| Homeowner supplied measurements | Homeowner (usually) |
| Room changed after sign-off | Homeowner |
| Manufacturing defect | Cabinet maker |
| Delivery damage | Carrier or cabinet maker (check contract) |
A reputable cabinet maker will take their own measurements before manufacturing — this is standard practice for custom work. If they did, and the cabinets don't fit, the responsibility generally sits with them to remedy the issue at no extra cost to you.
If you supplied the measurements yourself (common with flat-pack or semi-custom orders), you may bear the cost of adjustments. Always clarify this in writing before signing off on a job.
What to Do Immediately
- Don't sign off on delivery until you've had a chance to check the cabinets against the space. Once you sign, it can complicate any dispute.
- Document everything — photograph the cabinets in the space, the gaps or clashes, and any visible damage.
- Contact your cabinet maker straight away — most issues are resolved quickly when raised promptly and professionally.
- Review your contract — check what it says about tolerances, remedies, and dispute resolution.
- Keep a paper trail — follow up any phone calls with an email summarising what was discussed.
Common Remedies
Depending on the nature of the fit issue, your cabinet maker may:
- Scribe or trim the cabinet on site to fit against an uneven wall or floor — this is a normal part of installation and a skilled cabinet maker will have scribing strips built into the design for this purpose
- Return the cabinet to the workshop for adjustment or remake
- Use filler panels or mouldings to close small gaps neatly
- Adjust the installation sequence if multiple cabinets are involved
Minor scribing and shimming are expected on most NZ sites. A gap of a few millimetres at a wall is not unusual and is typically handled during installation. A cabinet that is significantly the wrong size, however, is a different matter.
Your Consumer Rights in New Zealand
Custom cabinets are goods and services supplied under a contract, which means the Consumer Guarantees Act 1993 applies. Under this Act, goods must be fit for purpose and match any description or sample agreed to. If the cabinets don't meet these guarantees due to the supplier's fault, you are entitled to a remedy — repair, replacement, or in serious cases, a refund.
Consumer NZ has plain-English guidance on your rights when goods or services don't meet expectations. If you can't resolve the issue directly with your cabinet maker, you can escalate to the Disputes Tribunal (check the current claims limit on the Ministry of Justice website) or seek legal advice.
Preventing Fit Problems Before They Happen
The best remedy is prevention. Before your cabinet maker begins manufacturing:
- Have the cabinet maker measure up in person — don't rely solely on your own measurements for a custom job
- Ensure all other trades are finished — plastering, tiling, and flooring should ideally be complete before final measurements are taken, or allowances agreed in writing
- Get a detailed quote and drawing — confirm dimensions, door swing clearances, and appliance cutouts in writing before signing off
- Ask about tolerances — a good cabinet maker will explain how they handle out-of-square rooms
- Check the building code implications — for kitchens and bathrooms, MBIE Building Performance provides guidance on what work may require a building consent, particularly if cabinetry involves plumbing or electrical connections
For kitchens especially, coordinate with your plumber and electrician early. Plumbing and electrical work in NZ is restricted work that must be carried out by licensed tradespeople registered with the Plumbers Gasfitters & Drainlayers Board and the Electrical Workers Registration Board respectively. Cabinet placement must work around these services.
When to Call a Professional
If your cabinet maker is unresponsive, disputes responsibility, or the fit issue is significant, it's worth getting an independent assessment from another qualified cabinet maker or a Licensed Building Practitioner. Their written opinion can support your case if you need to escalate to the Disputes Tribunal.
For complex kitchen or bathroom renovations where cabinetry intersects with plumbing, electrical, or structural work, always use licensed tradespeople. You can find qualified local cabinet makers and other tradespeople on tradedirectory.co.nz.
