Finding a scratch, dent, or crack on your brand-new cabinets during or after installation is frustrating — but it does happen. The good news is that New Zealand has clear consumer protections in place, and most reputable cabinet makers will have processes to handle damage fairly. Understanding who is responsible and what steps to take will help you resolve the situation quickly and with minimal stress.
Who Is Responsible for the Damage?
Responsibility depends on when and how the damage occurred. There are generally three scenarios:
- Damage during manufacturing or transit – If cabinets arrive on-site already damaged, this is typically the supplier's or manufacturer's responsibility.
- Damage during installation – If the cabinet maker or installer causes the damage while fitting the cabinets, it is their responsibility to remedy it.
- Pre-existing damage you missed – If damage was present before installation began and wasn't noted, it can become harder to assign responsibility after the fact.
This is why a pre-installation inspection is so important. Before any cabinet is fixed to a wall, both you and the installer should walk through the components together and note any existing marks or defects in writing.
Your Rights Under NZ Consumer Law
In New Zealand, the Consumer Guarantees Act 1993 (CGA) is your key protection. Under the CGA, goods must be of acceptable quality and fit for purpose. Services — including installation — must be carried out with reasonable care and skill. If a tradesperson damages your cabinets during installation, they are obligated to remedy the situation, either by repairing the damage, replacing the affected components, or providing a refund where appropriate.
For more guidance on your consumer rights, Consumer NZ is an excellent independent resource.
Steps to Take If Damage Occurs
1. Document Everything Immediately
As soon as you notice damage, take clear photos and videos from multiple angles. Note the date, time, and which cabinet or component is affected. This evidence is essential if a dispute arises.
2. Notify the Installer in Writing
Raise the issue with your cabinet maker or installer promptly — ideally the same day. Follow up any verbal conversation with a written message (email or text) so there is a clear record. Describe the damage specifically and attach your photos.
3. Check Your Contract or Quote
Review any written agreement, quote, or invoice you received before work began. Many professional cabinet makers include terms around damage liability, warranties, and remediation processes. If there is a workmanship warranty, this is the time to refer to it.
4. Agree on a Remedy
A reputable tradesperson will work with you to find a fair solution. Options may include:
| Type of Damage | Likely Remedy |
|---|---|
| Surface scratch or scuff | Touch-up or panel replacement |
| Cracked door or drawer front | Replacement of that component |
| Structural damage to carcass | Full replacement of affected unit |
| Finish mismatch after repair | Full door/panel replacement |
5. Escalate If Needed
If the installer is unresponsive or disputes responsibility, you can escalate through:
- Disputes Tribunal – For claims up to a certain threshold, this is a low-cost, straightforward process (check the Disputes Tribunal website for the current limit).
- Consumer NZ – For advice and guidance.
- Your credit card provider or payment platform if you paid by card (some offer purchase protection).
How to Prevent Cabinet Damage in the First Place
Prevention is always better than a dispute. Here are some practical steps:
- Inspect cabinets on delivery before the installer begins, and note any damage on the delivery docket.
- Keep packaging on doors and panels until they are ready to be fitted.
- Ensure the installation area is clear of other trades (tilers, painters, plumbers) who could accidentally cause damage.
- Ask your cabinet maker about their handling and installation procedures before work starts.
- Use a cabinet maker who is experienced and has good reviews — you can find qualified local professionals on tradedirectory.co.nz.
What About Paint or Finish Damage?
If cabinets have a painted or lacquered finish, even minor installation damage can be tricky to repair invisibly. Touch-ups on factory-sprayed finishes rarely match perfectly. In these cases, it's reasonable to request replacement of the affected component rather than a patch repair. Brands like Resene and Dulux supply trade coatings used by cabinet makers, but matching a factory finish on-site is genuinely difficult — a good installer will acknowledge this.
Does Home Insurance Cover Cabinet Damage?
In most cases, accidental damage caused by a tradesperson during installation is not covered by your home insurance — it falls under the tradesperson's liability. However, it's worth checking your policy and asking your insurer. A professional cabinet maker should carry public liability insurance, which may cover damage they cause to your property. Don't hesitate to ask your installer for proof of insurance before work begins.
When to Call a Professional
If your cabinet installation involves work near plumbing, gas, or electrical services — for example, kitchen cabinets around a rangehood, dishwasher, or gas cooktop — some of that surrounding work is restricted and must be carried out by licensed tradespeople. Plumbing and gasfitting work is regulated by the Plumbers, Gasfitters and Drainlayers Board, and electrical work is regulated by the Electrical Workers Registration Board. Never attempt restricted work yourself.
For the cabinet installation itself, while it is not legally restricted work, hiring an experienced, professional cabinet maker significantly reduces the risk of damage and gives you stronger grounds for remedy if something does go wrong. Find trusted local cabinet makers on tradedirectory.co.nz.
