Returns & Refunds

Change of Mind Returns (Ready-to-Despatch Items)

We offer a 30-day return window on eligible ready-to-despatch items, starting from the day you receive your order. To qualify, the item must be unused, in its original condition and packaging, with all tags and accessories intact, and accompanied by proof of purchase.

To start a return, email elegantfurniturenz@gmail.com within 30 days of delivery with your order number, the reason for return and photos if relevant. Please wait for our approval before sending anything back.

If your return is approved for a change of mind, you're responsible for return shipping and freight costs, and original delivery charges are non-refundable. Once we've received and inspected the item, approved refunds are processed to your original payment method.

Made-to-Order and Bespoke Furniture

Because custom pieces are built to your selected size, fabric, colour and specifications, they aren't eligible for change-of-mind returns. This is standard under New Zealand consumer law for goods made to a customer's individual requirements. If a custom item is faulty or doesn't meet the guarantees under the Consumer Guarantees Act, we'll arrange an appropriate remedy.

Damaged, Faulty or Incorrect Items

Please inspect your order as soon as it arrives. If something's arrived damaged, faulty or wrong, let us know within 24 hours by emailing elegantfurniturenz@gmail.com with your order number, a description of the issue and clear photos of the item and packaging. Damaged items should be rejected at the door rather than signed for, wherever possible.

Once we've assessed and approved your claim, we'll arrange a replacement, repair or refund and cover the return shipping cost. Damage reported after delivery has been accepted, or outside the 24-hour window, won't be covered.

Measurement and Access

Please measure doorways, hallways and staircases before you order; our team is happy to help with sizing advice beforehand. We can't offer a refund or exchange if an item doesn't fit due to incorrect measurements, and our delivery team won't attempt a delivery that risks damaging your property or the product, for example, in tight hallways or where something needs to be lifted over an obstacle.

Delivery, assembly and any upstairs or difficult-access fees are non-refundable.

Colours

We've done our best to show accurate product colours on our site, but actual colours can vary depending on your screen, so we can't guarantee an exact match.

Nothing in this policy limits your rights under the New Zealand Consumer Guarantees Act, the Fair Trading Act or any other applicable law.