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Refund policy

Policy of Refund, Exchange, After-Purchase Service and Storage.
The original purchase receipt must be provided to be eligible to make claims.

Refund

Please choose carefully as refunds are NOT normally given if you have changed your mind or made a wrong selection.

For website orders, if a change-of-mind return request is accepted by Furniture Now, you must notify us within 14 days of receiving the item. The item must be unused, in original condition, and returned in its original packaging or suitable protective packaging.

  1. When refund is made, all remaining funds will be transferred to shop credit in all cases.
  2. Full Payments or deposits will be transferred as shop credit if a notice is given 24 HOURS AFTER PURCHASE (NOT include custom orders). A 10% restocking fee of purchase price may be charged if customer fails to notify the store in time.
  3. If request is made after delivery, a restocking fee of 10% of purchase price, costs of pick up items and carry them downstairs (if applicable) will be charged, if the delivered items are in original packages.
  4. If request is made after delivery, a restocking fee of 25% of purchase price, costs of pick up items, disassembly of assembled furniture and carry downstairs (if applicable) will be charged, if the delivered items are NOT in original packages or USED.
  5. Costs of delivery, assembly and deliver upstairs (if applicable) for the purchased goods are NON-REFUNDABLE.
  6. Mattresses that are opened and used are NOT eligible for refund.

Exchange

    1. No extra payment will be asked other than price differences for exchange of products if a notice is given 2 DAYS BEFORE delivery (NOT include custom orders), 10% restocking fee may be charged if the customer fails to notify the store in time.
    2. Requests made after delivery will incur a restocking fee of 10% of purchase price, costs of re-delivery, deliver upstairs and assembly (if applicable) in addition to price difference, if the delivered items are in original packages.
    3. Requests made after delivery and purchased items are NOT in original packages or USED, a re-stocking fee of 25% of purchase price, disassembly of assembled furniture, carry items downstairs (if applicable) will be charged in addition to the costs listed above.
    4. Mattresses that are opened or used are NOT eligible for exchange.

Return Shipping Fee

Any delivery, shipping, pick-up, re-delivery, assembly, disassembly, or upstairs delivery charges paid by you or charged to you are non-refundable, unless required by law.

For non-faulty or change-of-mind returns, the customer is responsible for return delivery or pick-up costs.

Shipping Restrictions

Furniture Now sells and ships items only within New Zealand.

We do not currently ship website orders to Australia or outside New Zealand. We also do not support shipping items in a single order to multiple shipping addresses.

Damaged / Faulty / Wrong / Missing Items

If your item arrives damaged, faulty, incorrect, or with missing parts, please contact us as soon as possible.

Please provide clear photos or videos of the damaged, faulty, or wrong item, or a clear description of the missing part, together with your order details or purchase receipt.

Once we have reviewed the issue, we will contact you with the next steps. Depending on the situation, we may arrange repair, replacement, missing part supply, exchange, or refund where applicable.

Refund Processing Time

Once we have received and inspected the returned item, we will notify you whether the refund has been approved.

If the refund is approved, the refund will be processed within 10 working days. Please note that your bank, card provider, or payment provider may take additional time to process and display the refund.

Cancelling or Amending Your Order

Please contact us as soon as possible if you need to cancel or amend your order.

Furniture Now may not be able to cancel or amend an order once it has been packed, dispatched, prepared for delivery, or specially ordered from a supplier.

After-Purchase Service

The original purchase receipt must be provided for any after-purchase service, warranty claim, refund request, exchange request, or missing part request.

After-purchase service requests will be assessed based on the product condition, purchase date, warranty terms, and the nature of the issue.

Storage

Customers must arrange delivery or collection once goods are ready.

If goods are held by Furniture Now at the customer’s request, storage is subject to approval and availability. Additional storage fees may apply if goods are not collected or delivered within the agreed timeframe.

If you have any further questions about returns, refunds, exchanges, damaged items, missing items, or after-purchase service, please reach out to our customer support team.

Our customer service team will aim to respond within 3 business days.

Phone: 022 080 0071
Email: customerservice@furniturenow.co.nz
Website: furniturenow.co.nz
Address: 48 Wilkinson Road, Ellerslie, Auckland 1060, New Zealand