Returns, Refunds & Damaged Goods Policy
At Ideal Furnitures, we want you to shop with confidence. Please read the following policy carefully before completing your purchase. This policy explains our procedures for change-of-mind purchases, returns, damaged or faulty products, assembly-related damage, exchanges and delivery charges.
1. Change of Mind
Please choose your furniture carefully, as we do not normally offer refunds or returns if you simply change your mind after purchasing.
Before placing your order, we strongly recommend checking:
* Product dimensions and specifications
* The available space in your home
* Doorways, hallways, staircases and lifts
* Access for delivery and installation
It is the customer's responsibility to ensure that the furniture is suitable for the intended space and can be safely delivered into the property.
A product being too large, too small, unsuitable for the intended space, or unable to fit through an access point is generally considered a change-of-mind issue rather than a product fault.
2. Self-Assembly Furniture
Some furniture products require customer assembly. Please carefully follow the supplied assembly instructions and confirm the correct installation steps before beginning.
Ideal Furnitures is not responsible for damage caused by incorrect assembly, misuse, improper handling, incorrect installation, use of inappropriate tools, or failure to follow the assembly instructions.
If you accidentally damage a component during assembly, please contact us and provide clear photos of the damaged part.
Depending on the situation:
* Minor damage may be repairable.
* Replacement parts may be available.
* If a replacement part needs to be specially ordered from the factory, the customer may be responsible for the replacement part, freight and associated costs where the damage was caused during customer assembly.
If you are unsure about any assembly step, please contact us before proceeding. We are happy to provide reasonable guidance where possible.
**Furniture damaged due to incorrect customer assembly, misuse or improper handling is not eligible for a return or refund on the basis of that customer-caused damage.**
3. Pre-Dispatch Quality Inspection
To help protect both our customers and Ideal Furnitures, our furniture is subject to a quality inspection process before dispatch or collection.
Where appropriate, products may be opened and inspected before leaving our warehouse. We may keep internal inspection records, including photographs or other records of the product's condition before dispatch.
This process helps us identify product issues before delivery and assists us in determining whether reported damage was present before dispatch, occurred during transportation, or occurred after the product was received.
If our inspection records and other available evidence reasonably show that the product left our warehouse in good condition and the damage was subsequently caused by incorrect assembly, misuse, improper handling or other customer-caused actions, we will not accept a return or refund on the basis of that damage.
This does not affect your rights where goods are faulty, damaged in transit, incorrectly supplied, or otherwise fail to meet applicable requirements under New Zealand consumer law.
4. Returns and Product Condition
Where a return or exchange is accepted, the product should generally be returned in new, unused and resalable condition with its original packaging, accessories, components and instructions.
Please keep the original packaging until you have inspected the product and are satisfied with your purchase.
We may be unable to accept a change-of-mind return or exchange if the original packaging has been discarded, the product has been used, assembled, damaged or is no longer in resalable condition.
Original packaging requirements do not limit any rights you may have in relation to faulty or non-compliant goods under New Zealand consumer law.
5. Custom Orders, Special Orders & Mattresses
We do not normally accept change-of-mind returns or cancellations for:
* Custom-made furniture
* Special-order products
* Products made or ordered specifically to customer requirements
* Mattresses, where a return cannot be accepted for hygiene reasons
Your rights in relation to faulty or non-compliant goods are not excluded by this section.
6. Delivery, Shipping & Handling Charges
Original delivery, shipping and handling charges are generally non-refundable for change-of-mind returns or exchanges.
If you exchange an item and the replacement product requires additional delivery or shipping, you will normally be responsible for those additional charges.
Where goods are faulty, damaged in transit, incorrectly supplied or otherwise covered by your rights under New Zealand consumer law, we will assess any applicable delivery or return costs according to the circumstances and our legal obligations.
7. What If My Furniture Arrives Damaged, Faulty or Incorrect?
Please inspect your furniture as soon as reasonably possible after delivery or collection.
If you believe your product has arrived damaged, is faulty, has missing parts, or you have received an incorrect item, please contact Ideal Furnitures as soon as possible.
For delivery-related visible damage, we ask that you notify us within **48 hours of delivery where reasonably possible**. Reporting the issue promptly helps us investigate the cause and arrange a solution more quickly.
Please provide:
* Your order number
* A clear description of the problem
* Photos showing the damaged or faulty area
* Photos of the packaging where relevant
* Any other information that may help us investigate the issue
Email: [[email protected]](mailto:[email protected])
Phone: 09 634 7258
Once we receive the information, we will assess the issue and work with you toward an appropriate solution. Depending on the circumstances and your applicable legal rights, this may include repair, replacement, replacement parts, store credit or refund.
8. Online Orders – Changes & Cancellations
Please carefully review your order before completing your online purchase.
Once an online order has been confirmed and processing has commenced, we may not be able to change or cancel the order, particularly where the product has been allocated, prepared for dispatch, specially ordered or customised.
If you need to request a change or cancellation, please contact us as soon as possible on **09 634 7258**. We will let you know whether the request can still be accommodated.
9. Customer-Caused Damage
Returns, refunds or free replacements are not available for damage caused after the goods have been supplied where the damage results from circumstances such as:
* Incorrect assembly or installation
* Failure to follow assembly instructions
* Misuse or improper use
* Accidental customer damage
* Improper handling or moving
* Modification of the product
* Use of unsuitable tools during assembly
* Damage caused by failing to check measurements or access requirements
Where possible, we may still be able to assist with repairs or replacement parts. Charges may apply where the issue was not caused by a product fault or by Ideal Furnitures.
10. Your Rights Under New Zealand Consumer Law
Nothing in this Returns, Refunds & Damaged Goods Policy is intended to exclude, restrict or modify any rights or remedies that cannot legally be excluded under the **Consumer Guarantees Act 1993** or other applicable New Zealand consumer law.
Where a product is faulty, not of acceptable quality, not fit for purpose, does not match its description, or otherwise fails to meet applicable consumer guarantees, we will assess the matter and provide a remedy in accordance with our legal obligations.
For any questions regarding a return, damaged product, replacement part or order issue, please contact Ideal Furnitures before returning the product so that our team can advise you on the appropriate next step.