Return & Refund Policy

Due to the size, professional packaging, and value of our furniture items. We are unable to accept free cancellation or provide a refund for reasons of changing personal circumstances, changing mind, or an inaccessible place of delivery after purchase, etc. In some cases, we may accept a return request, if we accept your return, a 15% restocking service charge of the order value and the returning freight cost will apply. However, if the goods are manufactured faulty, you have 5 working days from delivery (the date on which you receive the items) in which to claim your order for replacement or repair. If you wish to do so, you need to email us within 5 working days from delivery. If any return or exchange is accepted by us, it must be in the same condition as received. If the carriers or you open the box to look at the product, please ensure that you do not damage the packaging, box or the product. Please ensure that you re-package the items. All original packaging must be returned with the item.

 We have a helpful and friendly customer service team on hand to help you with any matters of this nature. Our online customer service is available via email (sales@harbourfurniture.co.nz) from 10:30 AM to 4.30 PM, Monday to Friday.

New and Unused Items

We accept returns or exchanges for new and unused items only. Please contact our customer service team within 5 working days of delivery. Returns are subject to a 15% restocking service fee and returning transport costs. Items must be in their original condition and packaging.

Faulty or Damaged items

Faulty or Damaged Items

At Harbour Furniture, we take reasonable care to ensure that our products are supplied in good condition and meet the guarantees required under the Consumer Guarantees Act 1993 (CGA).

If you believe an item is faulty, defective, damaged, or not of acceptable quality, please contact us as soon as reasonably possible so that we can assess the issue and, where applicable, provide an appropriate remedy.

Reporting a Fault or Damage

To assist us in assessing your claim, we may ask you to provide:

• your order number, invoice or other proof of purchase;
• a clear description of the issue;
• photographs showing the entire product and the affected area;
• close-up photographs of any damage or defect;
• video footage where the issue cannot reasonably be demonstrated by photographs; and
• any other information reasonably required to assess the cause and nature of the issue.

For delivery-related damage, we ask customers to notify us as soon as reasonably possible after delivery and, where practicable, before assembling or using the product.

Failure to report delivery damage immediately does not automatically exclude any rights you may have under the Consumer Guarantees Act 1993.

Assessment of Claims

Submitting a claim does not automatically establish that a product is defective or that the customer is entitled to a particular remedy.

Harbour Furniture is entitled to reasonably investigate the nature and cause of the reported issue before determining whether a remedy is required.

Depending on the circumstances, we may:

• assess the claim from photographs, videos and other information provided;
• request additional information;
• provide troubleshooting or adjustment instructions;
• supply replacement parts;
• request that the product be returned to our warehouse for inspection;
• arrange an inspection, where reasonably necessary; or
• arrange collection where required by law.

Customers must provide Harbour Furniture with a reasonable opportunity to inspect and assess the product and, where permitted by law, remedy the issue.

Minor or Repairable Faults

Where a product fails to comply with the Consumer Guarantees Act but the failure can be remedied and is not of a substantial character, Harbour Furniture may, where permitted by law, choose to:

• repair the product;
• replace the product with an identical or equivalent product; or
• provide a refund.

The customer is not automatically entitled to demand a refund or full replacement where the issue is minor and can reasonably be remedied.

Any remedy required under the Consumer Guarantees Act will be provided within a reasonable time and without charge to the customer.

Substantial or Serious Faults

Where a failure is of a substantial character under the Consumer Guarantees Act, the customer may have the right to reject the product and choose a refund or replacement, or retain the product and claim compensation for the reduction in value, as provided by law.

Whether a failure is of a substantial character will depend on the circumstances and will be determined in accordance with the Consumer Guarantees Act 1993.

Returning Products for Assessment

Where it is reasonable and practical to do so, customers may be required to return the product to Harbour Furniture's warehouse for inspection or assessment.

The customer may initially be responsible for arranging and paying reasonable transportation costs.

If the product is confirmed to have a fault or failure for which Harbour Furniture is responsible under the Consumer Guarantees Act, reasonable return transportation costs will be reimbursed where required by law.

Where, because of the nature of the fault, or the size, height, weight or method of attachment of the product, the product cannot reasonably be returned or transported without significant cost to the customer, Harbour Furniture will arrange collection at its cost where required by the Consumer Guarantees Act 1993.

On-Site Inspection

Where a customer requests an on-site inspection for convenience, an inspection or call-out fee may apply. Any applicable fee will be disclosed before the visit is arranged.

Where an on-site inspection is reasonably necessary to assess a valid Consumer Guarantees Act claim, or where the assessment confirms a failure for which Harbour Furniture is responsible, any inspection or call-out fee will be waived or refunded where required by law.

Delivery Damage

If an item appears to have been damaged during delivery, please photograph the product, packaging and affected areas before disposing of the packaging where reasonably practicable.

Please contact Harbour Furniture directly rather than the freight or delivery provider. Harbour Furniture will assess and manage valid delivery-damage claims in accordance with our obligations under New Zealand consumer law.

Minor damage to packaging alone does not necessarily mean that the product itself is damaged.

Customer-Caused Damage and Exclusions

Harbour Furniture is not required to provide a remedy under the Consumer Guarantees Act where the problem was caused by the customer's actions after supply, including where applicable:

• accidental or intentional damage;
• misuse, abuse or neglect;
• improper use of the product;
• failure to follow reasonable care or maintenance instructions;
• incorrect assembly or installation not carried out or arranged by Harbour Furniture;
• unauthorised alteration, modification or repair;
• damage caused while moving or transporting the product after delivery;
• use beyond the product's intended purpose or reasonable load capacity; or
• other customer-caused damage.

Normal wear and tear and reasonable characteristics or variations inherent in natural materials are not necessarily product defects.

Each claim will be assessed based on the circumstances of the individual product and issue.

No Fault Found

If, following reasonable assessment or inspection, no product fault or breach of the Consumer Guarantees Act is identified, Harbour Furniture may decline the claim.

Where the issue is found to have resulted from customer-caused damage, misuse or another matter for which Harbour Furniture is not responsible, the customer may be responsible for reasonable inspection, transportation, collection, repair and/or redelivery costs.

Where applicable, customers will be informed of potential charges before those charges are incurred.

Unauthorised Repairs or Disposal

Customers should contact Harbour Furniture and give us a reasonable opportunity to assess and, where applicable, remedy the issue before arranging third-party repairs, modifying the product or disposing of it.

Harbour Furniture may not be responsible for unauthorised repair costs or for issues caused or made worse by unauthorised repairs or modifications, except where the customer is otherwise entitled to recover those costs under the Consumer Guarantees Act 1993.

Change of Mind

A change of mind, incorrect choice of product, incorrect measurement, or change in personal circumstances does not constitute a faulty-product claim.

Change-of-mind returns, where offered, are governed separately by Harbour Furniture's Change of Mind Return Policy.

Consumer Guarantees Act

Nothing in this policy is intended to exclude, restrict or modify any right or remedy available to consumers under the Consumer Guarantees Act 1993, the Fair Trading Act 1986, or any other right that cannot lawfully be excluded.

Where there is any inconsistency between this policy and a customer's statutory rights, the applicable law will prevail.

Non-Returnable Or Non-Exchangeable Items

The following items cannot be returned or exchanged:

• Used or Lightly Opened Items
• End of Line Clearance Sales
• Defect Clearance Sales
• Mattresses & Pillows
• Pre-Order Special Orders

Cancellations

Cancellations or refunds are not available due to (not limited to)

• Changes in personal circumstances
• Change of mind
• Change of preference
• Incorrect choice
• Change of preference
• Size, colour, style or any other product specifications not suitable
• No longer required
• Found another product elsewhere

Return Rules

All returned items will be inspected by our team. If approved, refunds will be issued minus the 15% restocking fee and return costs.

Return Address

All returns must be approved before being sent. Please address all returns to: 24A Peterkin Street, Taitā, Lower Hutt, 5019

Disclaimer

Should the customer or a third party attempt to carry out repairs on the goods, we will not be liable for the resulting loss or damage.

The refund will not include the delivery charge, the retailed freight rates will be applied to customer's order for the refund to be paid.

If you decide to cancel the order after it has been dispatched, but we have been unable to deliver the item due to events beyond our control (including floods, force majeure, or weather conditions), the customer will remain liable for the return delivery charge

The following circumstances are not deemed defective or faulty:

• Temporary swelling doors or drawers due to extreme climate changes. Such swelling tends to reduce within 5 days. There will be rare occasions where the timber will not settle, in which case you will need to shave or sand a small amount from the side of the door or the bottom of the drawer front. A small amount of furniture wax will protect the furniture in the area where the adjustment has been made. 
• Stiff doors or stiff drawers due to the process of natural timber movement