Returns and Refunds

Here are some of the basic facts you may want to know about returns and refunds.

Please note that these are summaries only and you should read our Terms of Sale for more information.

Proof of purchase

To obtain a refund, exchange or to repair a product that you have purchased from CRAFUR LIVING, you must provide us with proof of your purchase. Proof of purchase includes:

  • Tax Invoice.
  • Receipt or Delivery Note for online purchases. Unfortunately, a confirmation email is not sufficient proof of purchase.
  • Finance documentation.

Whilst CRAFUR LIVING will make every effort to locate transaction receipts through our system if you have lost or misplaced your tax invoice, we will only accept a bank or credit card statement if the amount on that statement directly corresponds to the amount for which the product in question was purchased. Multiple item purchases in one transaction will limit our ability to establish proof of purchase.

Refunds & returns for defective or damaged goods or goods which don't match description

Your entitlement to a refund, repair or replacement for defective or damaged goods is outlined in our Quality Guarantee. All faults or defects should be reported to CRAFUR LIVING within 7 days of the defect or fault appearing to avoid any further damage.

How to make a claim: To claim under the Quality Guarantee, you must return the product for repair / inspection to our warehouse, and pay for the transportation costs (including any freight and insurance charges), unless transportation is difficult in which case we will arrange for the product to be assessed at your premises. Our Quality Guarantee claim forms are available here to assist with your claim. Please fill in the appropriate form and send to the store of purchase together with your proof of purchase. We will then assess your claim to determine the nature of the issue, whether you are entitled to a remedy, and the remedy that will be made available to you.

  • CRAFUR LIVING will also accept product returns where you can provide proof of purchase and:
  • the product is not fit for its intended purpose, or
  • the product does not match the sample or our description.

Refunds generally are only paid to the customer whose personal details are noted on the Tax Invoice. Refunds will be processed using the original payment method. If you purchased using a credit card, any refund will be processed to that card. Please note that processing times for refunds to credit/debit cards are outside of our control.

What if I don't like the product I ordered when it arrives?

We are sure you will like products from CRAFUR as us; but if not, you can return it to us within 3 days of delivery for a full refund (product must be in original condition). Please note that the cost of delivery is yours. Simply contact us to notify us that you wish to cancel the order, and depending on the goods concerned either we can arrange for it to be collected by our delivery partners or you can return the items to us.

What if the item is damaged when it arrives?

CRAFUR’s highly-trained Quality Guardians check your furniture to make sure it's up to industry standards before we dispatch it to you, means damage is rare. It’s also very important that you inspect your product upon delivery, as we’ll ask you to sign a form confirming that it appeared to be in good condition when you received it. If you’re not happy with the goods when you inspect them, let our delivery partner know or note this on the form and contact us.

If you only realise after the delivery that you're unhappy with the quality, just contact us as soon as possible, ideally sending us a couple of photos of the damage or other issues with the product. Our team will assess your complaint and, assuming your complaints are valid, tell you how to return the item or arrange to collect the item from you, and either give you a full refund, arrange for a repair, or order you a replacement.

Can I cancel an order if I change my mind?

If you have a change of heart, you can cancel at any time before your item is dispatched in NZ. Simply contact us and we'll cancel your order and give you a partial refund. Cancellations made after the dispatch of your item(s) will need to be made at the time of delivery, via a refusal of delivery or within 14 days of delivery by contacting us. We will refund you the cost of the item plus the cost of delivery (except that we reserve the right not to reimburse you for the supplementary costs arising if you choose a type of delivery other than the least expensive type of standard delivery offered by us and any unfair handling deductions), but you will need to pay for the cost of collection by us (see below) or (for certain items only) the cost of returning the item to us. Once you have notified us of your unwanted item, we will arrange for collection of the item by our courier, who will advise you of a proposed collection date shortly after.

WHAT DO WE CHARGE TO COLLECT ITEMS?

If you need to return an item because it is faulty or as a result of something we have done wrong, we will not charge you for the return or collection costs. If, however, you simply change your mind and wish to cancel the order after delivery, you will need to pay the return or collection costs. The return or collection costs applicable to different items is set out below. Please note that the return and collection costs for items are generally higher than the delivery costs. For more information on which of the following categories an item falls within, please either refer to the product page for the item which specifies the standard delivery cost applicable to the item, or contact us.