Warranty
Customer Care
Warranty
Just like our pricing, we keep our warranty simple and honest. Here's exactly what's covered on every product we sell, how long for, and what to do if something goes wrong.
Where you stand
This is on top of your legal rights, not instead of them
Nothing here reduces what you're entitled to under the Consumer Guarantees Act or Fair Trading Act — this warranty is an extra layer of protection, not a replacement for those rights. If a problem comes up, you come straight to us at NZ Furniture Warehouse. No manufacturer to track down, no run-around — we sort it directly.
Beds & Mattresses
| Range | Warranty |
|---|---|
| Napnest Resty, Snoozy, Comfy, Snugly, Firmly, Cuddly | 5 Years |
| Napnest Luxury, Luxury Plush & Serenity | 10 Years |
| Airloft, Merino Plush, Serene Gel & Duo Dream (Sleepwell NZ range) | 10 Years |
| Bed Base — Frame | 10 Years |
| Bed Base — Fabric (where upholstered, e.g. Lumi) | 12 Months |
Lounge Suites, Sofas & Recliners
| Component | Warranty |
|---|---|
| Frame | 5 Years |
| Foam & Electric Components | 2 Years |
| Fabric / Upholstery | 12 Months |
Applies to all lounge suites, sofas, and manual or electric recliner sets across our range.
If you've purchased a Fabric or Leather Guard protection plan, your fabric/upholstery warranty is extended to 5 years, covered directly by TF Group. This overrides our standard 12-month fabric warranty above.
Dining Tables & Chairs
| Component | Warranty |
|---|---|
| Table & Chairs — all components | 12 Months |
Natural variation in timber grain, ceramic veining, and fabric is a feature of real materials, not a fault, and is not covered under warranty.
For Anything Else
| Product Type | Warranty |
|---|---|
| Everything outside Beds, Lounge & Dining | 12 Months, or as stated on the individual product page |
If a product's own listing states a different warranty period, that figure applies — always check the individual product page for the most accurate cover.
What We've Got You Covered For
Genuine faults in materials or workmanship that show up during normal, everyday use — that's what this warranty is for. If we confirm a defect, we'll repair it, replace it, or refund it, whichever makes sense for the situation. Just keep your proof of purchase handy for any claim.
What Falls Outside Warranty
- General wear and tear from everyday use
- Damage from misuse, accidents, or poor care
- Repairs or changes made by anyone outside our team
- Natural variation in timber grain, ceramic veining, or fabric weave
- Any commercial, rental, or non-household use
If an original material or part isn't available anymore, we'll use the closest equivalent. And if we repair or replace something, that's covered for whatever's left of your original warranty term — not a fresh one.
For Beds & Mattresses
A few honest facts about sleeping on something new
Mattresses behave differently to the rest of your furniture. Here's what's genuinely normal, and what actually keeps your warranty valid.
What's genuinely normal
- Your body typically takes up to 30 days to adjust to a new mattress feel.
- Some body impression is expected — it means the comfort layers are doing their job, not failing.
- Firmness or comfort preference isn't something a warranty can cover, so take your time choosing, and ask us if you're unsure.
- Impressions up to around 35mm are within normal range; anything deeper or genuinely sagging (not caused by an unsuitable base) may qualify as a defect.
What keeps your warranty valid
- Sit your mattress on a firm, flat, properly supportive base — a flexible or sagging base isn't something we can cover.
- Rotate it periodically so wear stays even across the surface.
- Use a mattress protector. Stains, burns, spills, and hygiene issues fall outside warranty otherwise.
- Leave the care/law label attached — it's your proof of the product and its origin.
- Warranty is tied to the original purchaser, with proof of purchase on hand.
Something not right?
Here's how a claim actually works
Get in touch
Send us your order number, proof of purchase, and photos & a video of the issue. You're dealing with our team directly — not chasing down a manufacturer.
We check it out
We'll assess the fault against your warranty and your rights under the Consumer Guarantees Act, and send team member in person should photos/video don't suffice.
We put it right
Repair, replacement, or refund — we'll confirm which applies. Faults found within 3 months of purchase, we cover the return freight; after that, standard return-to-base freight terms apply.
Got a question before or after you buy?
Reach out and we'll walk you through it honestly — no scripts, no runaround.