Returns & Refund Policy
Returns & Refund Policy
At NZ Furniture Warehouse, we take pride in offering quality furniture and a reliable shopping experience. This policy outlines the conditions under which returns, refunds, and product support may be provided.
In plain English
The short version
The full policy follows below. If you only read one part, read this.
Changed your mind?
We can't accept returns for change of mind, so please measure your space and check the details before you buy. Mattresses can't be returned or exchanged once purchased.
Something's faulty?
Contact us as soon as possible with photos. We'll assess it and repair, replace or refund as appropriate.
Delivery problem?
Check your items when they arrive. If something's wrong or damaged, tell us straight away with photos.
Refund approved?
It goes back to your original payment method within 5 business days. Delivery fees aren't refundable.
Change of mind
Due to the nature of furniture products, including size, packaging requirements, and handling, we do not accept returns or provide refunds for change of mind under any circumstances.
Please ensure you have measured your space, reviewed product specifications, checked colour and design suitability, and considered access through doorways and hallways before completing your purchase.
We do not accept returns unless the item is deemed faulty under the terms below.
Please read before you buy
Mattresses
For hygiene reasons, we do not accept returns or exchanges on mattresses once purchased, including where a mattress feels different to what you expected, or you simply don't like the feel of it.
This applies to change of mind and comfort preference only. If your mattress has a genuine manufacturing fault, we'll assess it under the Faulty or Defective Products section below, and your warranty still applies.
Getting used to a new mattress
A new mattress always takes some adjusting to. Here's what to expect.
Your body needs time
If you've slept on the same mattress for a number of years, your body is used to it. It will take time to adjust to a new one.
New feels firmer
A brand new mattress will feel firmer than the one you tried in store, which has been lain on many times.
3 to 6 weeks to settle
The foam goes through a settling process, taking in moisture and releasing it. This can take anywhere between 3 and 6 weeks.
Once it has settled, your mattress will come to the same feel as the one in store, and will keep getting more comfortable with time. If you're unsure which comfort level suits you, we'd love you to visit our Penrose showroom and try them before you buy.
Assembly and customer-caused damage
Many products require customer assembly. Damage caused as a result of incorrect assembly, misuse, improper handling, or failure to follow instructions is not covered under this policy.
Examples include but are not limited to:
- Overtightening screws causing cracks or breakage
- Misaligned chair or table legs resulting in instability or breakage
- Fabric or surface damage caused after delivery
- Structural damage resulting from incorrect placement or handling
Replacement parts may be available to purchase if required.
Delivery-related issues
Deliveries are completed by independent third-party contractors. Please carefully inspect all items upon delivery.
If you receive an incorrect item or notice any visible product damage, notify us immediately with supporting photographs.
While every effort is taken to handle products and property with care, NZ Furniture Warehouse is not liable for any property damage caused during delivery by third-party contractors.
Faulty or defective products
We stand behind the quality of our furniture. If you believe your product has a fault, please contact us as soon as possible with a description and supporting photos so we can assess the issue.
A product may be considered faulty if:
- It has a manufacturing defect
- A part is missing or not functioning as intended
- The structure fails under normal use and proper assembly
The fault must not be caused by:
- Incorrect assembly
- Misuse, neglect, or accidental damage
- General wear and tear
- Improper maintenance or storage
We will determine the appropriate solution based on the nature of the fault, which may include:
- Replacement of the affected component
- Repair of the item
- Item replacement if repair is not possible
- Refund if neither repair nor replacement is feasible
NZ Furniture Warehouse may request additional evidence or require an item inspection before confirming a resolution.
Refunds and processing times
Refunds are only issued if a claim is approved. Refund processing conditions:
- Refunds will be made via the original payment method
- Shipping and delivery fees are not refundable
- Allow up to 5 business days for processing, including bank handling times
- A 20% administration fee applies to refunds approved for custom-made items only, where applicable
No refund will be issued until the product has been assessed and approved.
How to make a return claim
To lodge a claim or request support, please email us at office.nzfw@gmail.com and include:
Order number or proof of purchase
Photos or videos of the issue
A brief explanation of the concern
Our team will review your submission and advise the next steps.
Quick answers
Frequently asked questions
Can I return an item because I changed my mind?
No. We do not accept change-of-mind returns.
Can I return or exchange a mattress if I don't like the feel?
No. For hygiene reasons we can't accept returns or exchanges on mattresses once purchased. A new mattress feels firmer than the one in store and takes 3 to 6 weeks to settle, so please give it time. If it has a genuine fault, contact us and we'll assess it.
What if I damage the item during assembly?
This is not covered under our returns policy. Replacement parts may be purchased if available.
What if my product has a manufacturing issue?
Notify us as soon as possible with supporting images. We will assess and provide an appropriate resolution such as repair or component replacement.
Are delivery fees refundable?
No. Delivery fees are non-refundable.
How long does a refund take if approved?
Up to 5 business days after confirmation of approval.
Legal notice
Your legal rights still apply
This policy is designed to ensure fair treatment and balanced protection for both the customer and NZ Furniture Warehouse. It applies in addition to any rights you may have under the Consumer Guarantees Act 1993.
Need to lodge a claim?
Email us with your order number, photos and a short explanation, and we'll take it from there.
8 Penrose Road, Penrose, Auckland 1061, New Zealand