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.

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.

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

We will determine the appropriate solution based on the nature of the fault, which may include:

  1. Replacement of the affected component

  2. Repair of the item

  3. Item replacement if repair is not possible

  4. Refund if neither repair nor replacement is feasible

To qualify for assistance, the fault must not be caused by:

  • Incorrect assembly

  • Misuse, neglect, or accidental damage

  • General wear and tear

  • Improper maintenance or storage

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 14 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 contact:

Email: office.nzfw@gmail.com

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.

Frequently Asked Questions (FAQ)

Can I return an item because I changed my mind?
No. We do not accept change-of-mind returns.

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 14 business days after confirmation of approval.

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 New Zealand Consumer Guarantees Act 1993.