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Terms of service

 

General Policy

Payment Policy

  1. All payments must be made in full.
  2. A 2%–3% surcharge may be imposed by the credit card provider:
    2% for standard credit cards, 2% for company/premium credit cards, and 3% for international/platinum credit cards.

Shipping Policy

  1. We deliver to most regions across New Zealand.
  2. Purchased goods are normally delivered on the agreed delivery date after full payment has been made. We are not responsible for delays caused by circumstances beyond our reasonable control.
  3. Delivery charges vary depending on product size and delivery region. Our website will show delivery charges separately once the delivery address is completed at checkout.
  4. Customers will be informed of the delivery date one day in advance if a delivery date has not been booked or confirmed at the time of order placement.
  5. If customers fail to accept delivery when goods arrive, re-delivery fees may be charged depending on distance. Alternatively, customers may choose to collect goods from our stores without extra charge.
  6. Any transit damage must be reported to both the carrier and store within 24 hours of receiving the goods.

Extra fees may apply for express or same-day delivery, carrying goods upstairs or into lifts, assembly, cardboard collection, and disassembly of old furniture upon request.

Policy of Made-to-Order Products

A minimum 50% deposit of the total order must be prepaid for all made-to-order products. All custom-made products are NON-REFUNDABLE once the order has been placed.

Furniture Care & Usage Guidelines

To maintain the appearance and performance of your furniture, please follow the care and usage guidelines below.

  1. Indoor furniture should not be placed outdoors or in excessively humid environments. Prolonged exposure to direct sunlight or strong UV conditions may cause fading or material changes over time. Such changes are considered environmental wear rather than manufacturing defects and are not covered under warranty.
  2. Normal wear and tear, including minor fading, softening of materials, or surface marks resulting from everyday use, are considered standard and are not manufacturing faults.

To help extend product life, we recommend:

• Avoiding prolonged direct sunlight exposure
• Using curtains, blinds, or protective coverings where possible
• Ensuring furniture is properly supported and used as intended

Following these guidelines helps maintain product condition and ensures warranty coverage remains valid.

Policy of Warranty

Our products come with a 12-month RTB warranty unless otherwise specified. RTB (Return to Base) means customers are responsible for returning goods to us, and we will repair or replace faulty products. A refund will be provided only if a replacement is not available.

  1. Warranties cannot be transferred to anyone other than the original buyer, and shipping fees are non-refundable. Warranty does not cover unauthorised repairs, incorrect assembly, misuse, abuse, or use of products for unintended purposes, nor does it apply to products used for commercial purposes.
  2. Warranty terms vary between products. Mattress warranties are as specified in the individual product descriptions.
  3. Customers must check goods carefully upon receipt and report any defects found within 48 hours of receiving goods. Non-structural defects such as scratches or loose stitching reported after 48 hours are not covered under warranty.
  4. Warranty does NOT apply to clearance items, floor stock, repaired products, or products with defects disclosed to customers before purchase.
  5. Warranty does NOT apply to products stored, assembled, installed, or used incorrectly, misused, altered, or cleaned using unsuitable cleaning methods or products.
  6. Warranty does NOT cover normal wear and tear, cuts, scratches, or damage caused by impacts or accidents.
  7. Warranty does NOT apply if products have been placed outdoors or in humid environments, except for outdoor furniture.
  8. Warranty does NOT cover consequential or incidental damages.

Policy of Refund, Exchange, After-Purchase Service and Storage

Original purchase receipts must be provided for all claims.

Refund

Please choose carefully, as refunds are normally not given for change of mind or incorrect selection.

  1. Where a refund is approved, remaining funds will normally be issued as store credit.
  2. Full payments or deposits will be transferred as store credit if notice is given within 24 hours of purchase (excluding custom orders). A 10% restocking fee may apply if customers fail to notify the store within this timeframe.
  3. If a refund request is made within 72 hours of delivery and items remain in original packaging, a 10% restocking fee plus pickup and carrying costs (if applicable) will apply.
  4. If items are not in original packaging or have been used, a 10% restocking fee plus pickup, disassembly (if applicable), and carrying costs will apply.
  5. Delivery, assembly, and upstairs delivery charges (if applicable) are non-refundable.
  6. Opened mattresses, pillows, bed linen, and mattress protectors are not eligible for return or exchange.

Exchange

  1. No additional payment other than price differences will be required for exchanges if notice is given at least 2 days before delivery (excluding custom orders). A 10% restocking fee may apply if notification is late.
  2. Exchange requests made after delivery will incur a 10% restocking fee plus re-delivery, upstairs delivery, and assembly costs (if applicable), in addition to price differences, if items remain in original packaging.
  3. If items are not in original packaging or have been used, a restocking fee of 25% of purchase price plus disassembly, carrying costs, and applicable delivery charges will apply in addition to price differences.
  4. Opened or used mattresses are not eligible for exchange.

After-Purchase Service

(Please refer to Warranty Policy for details)

  1. When making a warranty claim the customer must provide a copy of there invoice.
  2. Photos must be provided as evidence for any damage claims.
  3. Furniture Now Ltd will examine products and determine, at its sole discretion, whether issues are covered under warranty.
  4. If covered, free customer service (including inspection, repair, or replacement) will be provided. This does not apply to repairs not authorised by us.
  5. Replaced parts become the property of Double Star Ltd.
  6. Extra fees may apply where damage is caused outside warranty coverage.

Storage

  1. If customers fail to collect goods or accept delivery on the agreed date without advance notice, a storage fee of 2% of purchase price per day may apply from that date.
  2. Customers who notify us at least 2 days in advance to postpone delivery may receive free storage for up to 2 weeks from the original delivery date.

New Zealand Sales Only

  1. Information on this website applies only to New Zealand consumers and is governed by New Zealand law.
  2. Prices are shown in New Zealand dollars, and all transactions are billed in New Zealand dollars.