Warranty Terms and Conditions

These Warranty Terms and Conditions apply to products purchased from KE Furniture.

This warranty is a voluntary express warranty provided by KE Furniture. It applies in addition to, and does not limit, your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.

 

1. Warranty Periods

The warranty period starts from the date of purchase, or the date of delivery or collection, whichever is later.

1.1 Mattresses

Our mattresses come with a 5-year warranty, excluding the NBPP series.

The NBPP series comes with a 1-year warranty.

1.2 General Furniture and Other Products

All other products come with a 1-year warranty, unless otherwise stated in writing.

This includes general furniture and household items, but excludes items described under Clause 1.3.

1.3 Clearance Items, Display Items, and Shop Samples

Clearance items, display items, shop samples, discontinued items, and products sold with known or disclosed defects do not come with any express warranty, unless we specifically confirm otherwise in writing.

This does not limit your rights under the CGA 1993 or the FTA 1986.

CGA provides that if a product is sold at a reduced price because of a disclosed defect, mark, imperfection, missing packaging, discontinued status, or shop display condition, the warranty and consumer remedy will not cover that disclosed issue.

 

2. What This Warranty Covers

This warranty covers manufacturing defects in materials or workmanship under normal residential use.

Depending on the product, covered defects may include:

  • structural failure caused by defective materials or workmanship;

  • defective stitching, seams, joints, or fittings caused by manufacturing fault;

  • faulty internal components caused by manufacturing fault;

  • mattress spring, support, or internal structure failure caused by manufacturing fault;

  • other defects that we reasonably assess as manufacturing defects.

This warranty does not cover personal comfort preference, change of mind, colour preference, firmness preference, size selection, or suitability for your room or décor.

 

3. Mattress Warranty Conditions

Mattresses must be used on a suitable and supportive bed frame or base.

Damage caused by inadequate support from a weak, unstable, uneven, damaged, or unsuitable bed frame or base is not covered by this warranty.

Mattresses should be rotated every 6 months to help maintain even support and reduce uneven wear. Failure to properly rotate the mattress may affect your warranty claim if the issue is caused or worsened by lack of rotation.

It is normal for a mattress to gradually soften, settle, or form minor body impressions over time as it conforms to your body shape. Minor softening, comfort settlement, or indentation of less than 20mm is considered normal wear and tear and is not covered by this warranty.

This warranty does not cover:

  • normal softening or comfort changes over time;

  • body impressions, settlement, or indentation of less than 20mm;

  • damage caused by insufficient rotation;

  • damage caused by an unsuitable or weak bed frame, bed base, or foundation;

  • damage caused by bending, folding, dragging, jumping on, or mishandling the mattress;

  • stains, spills, mould, moisture damage, burns, cuts, odours, or soiling;

  • damage caused by misuse, neglect, poor hygiene, pets, insects, or improper storage;

  • damage caused during moving, transport, or relocation by the customer or a third party;

  • comfort preference after use, including the mattress feeling too firm, too soft, too hot, or otherwise not matching personal preference.

 

4. General Warranty Exclusions

This warranty does not cover any defect, damage, or issue caused by:

  • normal wear and tear;

  • misuse, abuse, neglect, accident, or mishandling;

  • incorrect assembly or failure to follow assembly instructions;

  • improper use, storage, cleaning, care, or maintenance;

  • modifications, repairs, or alterations not authorised by us;

  • commercial, rental, outdoor, or non-residential use, unless we have agreed to this in writing;

  • exposure to excessive heat, moisture, sunlight, water, mould, or humidity;

  • damage caused by pets, insects, sharp objects, stains, spills, burns, or chemical products;

  • natural variation in colour, grain, texture, knots, markings, or appearance of timber, leather, fabric, stone, or other natural materials;

  • fading, pilling, wrinkling, stretching, compression, or softening of fabric, foam, cushions, or padding caused by normal use;

  • minor differences in colour, texture, size, or finish caused by screen display, lighting, batch variation, or natural material variation;

  • damage caused during customer pick-up, customer transport, moving, relocation, or third-party delivery not arranged by us;

  • damage caused by failure to report visible damage, missing parts, or incorrect items within a reasonable time.

 

5. Warranty Remedies

If your warranty claim is accepted, we may, at our discretion, provide one or more of the following remedies:

  • repair the product;

  • replace the defective part;

  • replace the product with the same or similar product;

  • provide an agreed upgrade, with the customer paying any price difference where applicable;

  • provide another reasonable solution agreed between us and the customer.

This warranty does not automatically give you the right to a refund.

The warranty only covers repair, replacement, or an agreed upgrade for successful warranty claims, unless we are required to provide another remedy under the CGA 1993.

 

6. Making a Warranty Claim

To make a warranty claim, please contact us at [info@kefurniture.co.nz] with the following information:

  • your full name and contact details;

  • proof of purchase;

  • product name or model;

  • clear photos or videos showing the issue;

  • a description of the issue and when it first appeared;

  • photos showing how the product is being used, including the bed frame or base for mattress claims.

We may ask for further information, photos, videos, or an inspection before deciding whether the claim is covered by this warranty.

 

7. Inspection and Assessment

We may need to inspect the product before accepting a warranty claim.

If the product is found to have a manufacturing defect covered by this warranty, we will arrange a remedy in accordance with these Warranty Terms and Conditions.

If the issue is not covered by this warranty, we may decline the claim. Examples include normal wear and tear, misuse, incorrect assembly, unsuitable mattress support, damage caused by the customer, or issues outside the warranty period.

Where a claim is not covered, the customer may be responsible for reasonable inspection, transport, repair, or return costs, where permitted by law.

 

8. Return Transport and Packaging

If we request a product to be returned for assessment, repair, or replacement, the customer must follow our return instructions.

All returned items must be reasonably and securely packaged to help prevent further damage during transport. We may not be responsible for additional damage caused by inadequate or unsafe return packaging.

Where we arrange a courier or freight pick-up, the customer must reasonably cooperate with the pick-up process, including making the item available at the agreed time and location.

If the order was originally collected from our store, warehouse, or a freight depot, we may ask the customer to return the item to the same location or another location nominated by us, where it is reasonable to do so.

For confirmed faulty, damaged, or incorrectly supplied items, reasonable transport costs will be handled in accordance with the CGA 1993.

 

9. Replacement Products and Parts

If a product or part is replaced under this warranty, the replacement product or part will be covered for the remaining period of the original warranty.

A replacement does not restart the warranty period unless we confirm this in writing.

If the same product, colour, model, or material is no longer available, we may offer a similar product, similar part, store credit, or an agreed upgrade as a reasonable remedy.

 

10. Original Purchaser

This warranty applies only to the original purchaser and is not transferable.

Proof of purchase is required for all warranty claims.

 

11. CGA 1993 and FTA 1986

Nothing in this warranty limits, excludes, or modifies any rights you may have under the Consumer Guarantees Act 1993, the Fair Trading Act 1986, or any other applicable New Zealand law.