At Top Furniture, we aim to ensure your complete satisfaction with your purchase. If you are not entirely happy with your item, please refer to our warranty and return policy below.
Warranty
Countries We Serve
This warranty policy applies to customers located in New Zealand.
Warranty Coverage
Our warranty covers defects in materials and workmanship under normal residential use for a period of 12 months from the date of purchase, unless otherwise stated.
Covered issues include:
- Structural faults in frames or hardware.
- Workmanship defects in joins, seams, or components.
- Manufacturing-related surface or finish defects (e.g., bubbling, peeling, or discolouration not caused by use).
If a product is found to be faulty under warranty, we will provide one of the following remedies:
- Repair of the product.
- Replacement of the defective part or item (if available).
- Store credit or refund, at our discretion if repair or replacement is not practical.
What’s Not Covered
This warranty does not apply to:
- Wear and tear from normal use.
- Damage caused by misuse, abuse, neglect, improper assembly, or incorrect maintenance.
- Fading, discolouration, or damage caused by sunlight, moisture, or improper cleaning products.
- Products used in commercial or non-domestic settings, unless specifically covered.
- Damage incurred during moving, transportation, or modification after delivery.
- Items sold as display stock, clearance, or final sale, unless a manufacturing fault was present at time of purchase.
Note: Repaired items may show visible signs of repair and may not appear brand new. This is not considered a fault and does not qualify as a reason for return or rejection of the item.
How to Make a Warranty Claim
To make a warranty claim:
- Contact our customer service team by sales@topfurniture.co.nz or visit our Auckland store.
- Provide your proof of purchase (e.g., receipt or invoice).
- Share photos and a description of the issue.
All warranty claims will be assessed within 7 business days, and if further review is needed, we may request the item to be returned for inspection or arrange an on-site review.
Additional Information
- This warranty is valid only for the original purchaser and is non-transferable.
- All decisions regarding warranty remedies are at the discretion of Top Furniture.
- This warranty is provided in addition to your rights under the New Zealand Consumer Guarantees Act 1993.
Return
Countries We Serve
This return policy applies to customers located in New Zealand.
Return Policy
We understand that sometimes plans change. If you need to return an item, please review the following conditions to ensure a smooth return process:
Items may be returned within 7 days of receiving your order.
To be eligible for return, products must be:
- In their original, unopened, and sealed packaging.
- In saleable and undamaged condition.
- Accompanied by proof of purchase (e.g., receipt or invoice).
Returns requested due to change of mind are accepted only when all these return conditions above are met.
We cannot accept returns for change of mind if:
- More than 7 days have passed since delivery.
- The product has been opened, used, or is not in its original condition.
- Proof of purchase is not provided.
If an item is returned used, opened, but still in good condition within 7 days of purchase, we can provide up to 70% of the purchase price be refunded. This accounts for restocking, handling, and reduced resale value.
For change of mind returns, all return shipping and transaction costs are the responsibility of the customer.
If your item arrives faulty, damaged, or incorrect, please notify us within 48 hours of delivery. We’ll work with you to resolve the issue promptly in accordance with the Consumer Guarantees Act, which may include repair, replacement, or return.
How to Return an Item
To initiate a return:
- Contact our customer service team by sales@topfurniture.co.nz or visit our Auckland store.
- Provide your receipt or invoice, and if applicable, photos of the issue.
- Approved refunds will be issued to the original payment method within 7–12 business days.
Refund Policy
Refunds will be issued to the original payment method and processed within 7 to 12 business days of approval.
If you request a refund due to a mistake made during ordering (wrong product, wrong quantity, or incorrect shipping address), please note:
- A payment processing fee of 2.9% + NZ$0.30 will be deducted from the refund.
- This fee covers the non-refundable transaction cost charged by our payment provider (WooPayments), which is not returned to us even if the full payment is refunded.
We encourage all customers to double-check their order details, including shipping address and product selection, before finalising a purchase.
If a return is made under our standard return conditions (unused, unopened, and within 7 days), you may be eligible for a full refund, exchange, or store credit.
Sale and Promotional Items
Final Sale Policy
All items purchased on sale or during promotional events are considered final sale.
These items are not eligible for refund, return, or exchange unless found to be faulty, damaged, or incorrectly supplied.
Price Adjustments
If an item is discounted within 2 weeks of your purchase, you may request the price difference as store credit (excludes clearance and display stock).
Example: If you bought a product for $100 and it’s reduced to $80 within 2 weeks, you can receive $20 as store credit.
Faulty Sale Items
Sale items found to be faulty or damaged may be eligible for:
- Repair
- Replacement (if available)
- Refund, at our discretion
Refunds for faulty, damaged, or incorrect items will follow the provisions of the Consumer Guarantees Act, and may include a repair, replacement, or full/partial refund, depending on the situation.