Refund policy

At Furniture World, we take pride in the quality of our products and our service. Please read this policy carefully before making a purchase, as furniture items have specific handling, delivery, and warranty conditions.

1. Change of Mind

We do not accept returns or exchanges for change of mind.

This includes (but is not limited to):

  • Ordering the wrong size, colour, or model

  • Deciding the item does not suit your space

  • Finding the same item cheaper elsewhere

  • No longer wanting the item after purchase

Please ensure all measurements, colours, and specifications are confirmed before placing your order.

2. Faulty or Damaged Items (Consumer Guarantees Act)

Your rights are protected under the Consumer Guarantees Act 1993 (CGA).

If your item is faulty, damaged, or not as described, you are entitled to a remedy depending on whether the issue is minor or major.

What to do:

  • Inspect your item immediately upon delivery

  • If damage is visible at delivery, do not accept the item and notify us straight away

  • If damage or a fault is discovered after delivery, contact us as soon as possible

How to report:

Email info@furnitureworld.co.nz with:

  • Order number

  • Clear photos/videos of the issue

  • Description of the fault or damage

  • Date of delivery

3. Timeframe for Reporting Issues

  • Delivery damage: Report within 24 hours of delivery

  • Manufacturing faults: Report within 14 days of noticing the issue

  • Warranty claims must be made within the applicable warranty period

Delays in reporting may affect our ability to resolve the issue with suppliers or carriers.

4. Assessment & Resolution

Once we receive your claim:

  • We will assess the issue (photos may be sufficient, or inspection may be required)

  • If the issue is confirmed:

    • Minor fault: repair, replacement, or refund (our choice)

    • Major fault: replacement or refund (your choice, as per CGA)

Furniture World reserves the right to determine the most appropriate remedy in line with New Zealand consumer law.

5. Returns Process (Approved Returns Only)

Returns are only accepted after written approval from Furniture World.

  • Do not return items without approval

  • Return instructions and address will be provided once approved

  • Items must be returned in their original condition where possible

⚠️ Unauthorised returns may be refused or returned to sender at the customer’s cost

6. Refunds

  • Refunds are processed to the original payment method

  • Processing time: up to 10 business days (plus bank processing time)

  • Delivery, freight, and handling charges are non-refundable, unless required by law

7. Sale Items & Gift Cards

  • Sale items are subject to the same policy and are not refundable for change of mind

  • Gift cards are non-refundable and cannot be exchanged for cash

8. Warranty Claims

Warranty coverage varies by product type and is outlined on our Warranty page.

Warranty does not cover:

  • Normal wear and tear

  • Commercial use (unless stated otherwise)

  • Misuse, neglect, or incorrect assembly

  • Damage caused by moving, cleaning, or modification

All warranty claims must include proof of purchase.

9. Incorrect Address or Failed Delivery

If delivery fails due to:

  • Incorrect address supplied

  • No one available to receive the item

  • Access restrictions not disclosed

The customer will be responsible for all re-delivery or return freight costs.

10. Contact Us

For all refund, return, or warranty enquiries:

📧 info@furnitureworld.co.nz
📍 406 Great North Road, Henderson, Auckland 0612
📞 09 558 2694

Summary for Customers

  • ❌ No change-of-mind returns

  • ✅ Faulty or damaged items covered under NZ law

  • ⏱ Report issues promptly

  • 📦 Returns by approval only