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

Nothing in this policy limits or excludes your rights under the Consumer Guarantees Act 1993 (CGA). If a product is faulty or damaged, you are entitled to a remedy in accordance with the CGA. Remedies may include repair, replacement, or refund depending on the nature of the issue.

Reporting Faults: Should you identify a fault/damage in your product, please notify us within three working days from delivery (the date on which you receive the items). Your notification must include photographic or video evidence of the issue, accompanied by your relevant reference or invoice number. We shall respond to your notification with an update within one (1) to two (2) business days. Please ensure to keep the items in sellable condition and keep the packaging in the same condition that it was provided in.

Technical Assessment: Where the query is of a technical nature requiring consultation with our suppliers to facilitate effective resolution, a response may take up to five (5) working days.

Remedial Action: The Company reserves the right, at its sole discretion and based on the nature and characteristics of the fault, to elect an appropriate remedy. This may include repair, replacement, or provision of parts to restore functionality. Partial refunds may be offered where appropriate to facilitate continued use of the item. If a replacement or repair isn’t possible, we will accept the return and may issue a refund or store credit.

Product Return & Assessment: The Company will require the faulty item to be returned to our nearest branch for further assessment. Assessments requiring technical support may take up to ten (10) working days.

Collection Limitations: Please note that the Company does not organise collection services from rural delivery addresses. Customers residing at rural delivery addresses shall be responsible for delivering the product to the nearest designated courier depot for collection, or must provide the Company with a non-rural delivery address for collection arrangements. If for any reason you cannot facilitate the collection of goods on the confirmed date which has been arranged, please inform the carriers at least one full working day ahead of the scheduled collection time. This is so that an alternative date can be arranged. Should the carriers be unable to access the items scheduled for return on the date agreed, additional charges will be applied to the customer.

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