Refund policy

You can always contact us for any question at info@kefurniture.co.nz. 

Return and refund policy

This Return & Refund Policy applies to purchases made from KE Furniture.

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.

1. NO “Change of Mind” Returns

We do not accept returns, refunds, or exchanges for change of mind.

For pick-up orders, once the goods have been collected, we do not offer unconditional refunds or returns for change of mind.

For delivery orders, once a delivery or freight request has been arranged or sent out, we do not offer unconditional refunds or returns for change of mind.

Please choose your products carefully before placing an order. If you have any concerns about size, colour, material, design, delivery, assembly, or suitability, please contact us before purchasing so we can assist you.

2. Custom-made or Special Orders

For custom-made, made-to-order, or special-order items, once the deposit has been paid and the order has been confirmed, we do not accept cancellation, refund, or return requests for change of mind.

Where possible, we may assist customers with reasonable changes to the order. However, any change request is subject to our approval, supplier availability, production status, additional cost, and timing.

3. Cancellation Before Pick-up or Delivery

If your order has not yet been collected, and no delivery or freight request has been arranged or sent out, you may request to cancel the order within 5 working days after placing the order. If accepted, we will refund the full amount paid.

For cancellation requests made more than 5 working days after the order date, we may consider the request at our discretion. If we agree to cancel the order, we may charge reasonable cancellation, administration, restocking, or loss-related costs, up to a maximum of 20% of the order value.

Custom-made, made-to-order, and special-order items are excluded from this cancellation policy once the deposit has been paid and the order has been confirmed.

4. Our Pricing Approach

We aim to keep our prices competitive by operating on a low-margin basis and reducing unnecessary costs, including costs associated with restocking, handling, and change-of-mind returns. This allows us to pass cost savings on to our customers.

For this reason, we ask customers to choose carefully before purchasing.

5. Faulty, Damaged, or Incorrect Items

If a product is faulty, damaged, incorrectly supplied, or does not match the order, we will provide a remedy in accordance with the CGA1993.

Depending on the circumstances, the remedy may include repair, replacement, or refund.

If the issue is minor and can be fixed, we may choose to repair the item, replace it, or provide a partial refund.

If the issue is serious, or cannot be fixed within a reasonable time, you may be entitled to reject the goods and request a replacement or refund in accordance with the CGA 1993.

We may ask you to provide photos, videos, order details, and a description of the issue so that we can assess the problem and arrange an appropriate remedy.

6. Return Freight and Transport Costs for Faulty Items

If the item was delivered by us or by our arranged freight provider and the issue is accepted as a faulty, damaged, or incorrectly supplied item, we will provide a remedy including arranging collection, repair, replacement, or refund where appropriate.

If the item was collected by you from our store, warehouse, or a freight depot, please contact us first before returning the item. You may be asked to return the item to the original collection location, our store, warehouse, or another location nominated by us for assessment, where it is reasonable to do so.

For small items or items that can reasonably be transported by the customer, you may be asked to return the item to us for assessment.

For large or bulky furniture, or where returning the item would involve significant cost, difficulty, or inconvenience, please contact us before arranging any return. We will discuss a reasonable return arrangement with you, which may include courier pick-up, depot return, repair attendance, replacement, refund, or reimbursement of reasonable transport costs where appropriate.

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

All returned items must be reasonably and securely packaged to help prevent damage during transport. Customers are responsible for taking reasonable care when packing the item for return.

7. Reporting Issues in a Timely Manner

Please inspect your goods and complete assembly as soon as reasonably possible after receiving or collecting them.

If there are any missing parts, visible damage, incorrect items, or obvious issues, please notify us in writing within 15 days of receiving or collecting the goods. Please include photos and/or videos of the issue, and a brief description of the problem.

If you do not notify us within this timeframe, we may treat the goods as having been received in good condition in relation to visible delivery damage, missing parts, or obvious order issues, unless there is evidence to show otherwise.

This timeframe does not limit your rights under the CGA 1993 for faults or issues that arise or become apparent later.

8. Condition of Returned Goods

Where a return is approved, the item must be returned in a reasonable condition, with all parts, accessories, manuals, and packaging where possible.

Customers must take reasonable care of the goods while they are in their possession. We may decline or reduce a refund where the item has been damaged by misuse, incorrect assembly, improper handling, unauthorised modification, or failure to follow care instructions.

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.