Refund policy

Returns, Refunds & Warranty Policy

At The Best Furniture Shop, we want you to feel confident in your purchase. This policy is designed to be clear, fair, and in line with our obligations under the New Zealand Consumer Guarantees Act (CGA).

1. Change of Mind Returns

We understand that sometimes a product may not suit your space or needs.

While we do not offer refunds for change-of-mind purchases, we are happy to offer an exchange or store credit under the following conditions:

  • Timeframe: You must contact us within 7 days of receiving your item
  • Condition: Items must be unused, in original condition, and in original packaging
  • Proof of Purchase: A receipt or order confirmation is required
  • Exclusions:
    • Custom-made or made-to-order furniture
    • Clearance or “Final Sale” items

Important:
Furniture must be returned in its original packaging. We are unable to accept returns without packaging due to transport and resale requirements.

2. Inspecting Your Order (Very Important)

Please inspect your furniture as soon as it arrives.

If your item is:

  • damaged in transit
  • faulty
  • or incorrect

You must notify us within 48 hours of delivery.

Please email us with:

  • your order number
  • clear photos of the issue
  • packaging (if applicable)

This allows us to resolve the issue quickly with our suppliers and freight partners.

3. How to Request a Return or Exchange

To initiate a return:

  • Email us: admin@bestfurniture.co.nz with your order details and photos (if applicable)
  • In-store: You are welcome to visit us with your item and proof of purchase

Once approved:

  • Items can be returned in-store or via freight (by arrangement)
  • Returns must not be sent without prior approval

4. Return Shipping & Costs

  • For change-of-mind returns, the customer is responsible for all return shipping costs
  • Original delivery fees are non-refundable
  • We recommend using a tracked and insured service, as we cannot be responsible for items lost or damaged in return transit

5. Faulty, Damaged or Incorrect Items (CGA)

If your item is faulty, damaged, or not as described, we will meet our obligations under the Consumer Guarantees Act.

Depending on the issue, we will provide:

  • a repair,
  • a replacement, or
  • a refund

at no cost to you.

We will also cover any reasonable return or freight costs associated with these issues.

6. Refunds & Processing Time

Once your return is received and inspected:

  • Approved refunds or credits will be processed within 5 business days
  • Refunds will be issued to the original payment method
  • Please allow additional time for your bank or card provider to process the payment

7. Warranty Information

All products are covered under the Consumer Guarantees Act, which ensures goods are of acceptable quality and fit for purpose.

In addition:

  • Some products may include a manufacturer’s warranty, which we will support on your behalf
  • Warranty terms may vary depending on the supplier and product

If you experience an issue, please contact us and we will assist you through the process.

8. Need Help?

If you have any questions about returns, warranties, or your order, please contact us:

📧 admin@bestfurniture.co.nz
📍 Visit us in-store

We’re here to help and want you to love your furniture.