Refund policy
Customer satisfaction is our #1 priority, and we strive to make your shopping experience as worry-free as possible.
All of our sales are covered by the Consumer Guarantees Act. If goods are faulty, we will offer a replacement or endeavour to find a solution that works for both parties.
Can I return or exchange my product?
Yes! Mainland Furniture offers all our customers a 100% no questions asked money-back guarantee (subject to the terms below):
- All returns must be unused and in their original condition (including the original protective packaging for safe transport)
- You must raise your return request with us 30 days from the date of your order, and you are responsible for arranging the return and all related costs back to our warehouse.
- Shipping and handling costs are not refundable unless the item received is damaged, defective or incorrect.
- We do not exchange or refund mattresses due to hygiene reasons. Please ensure that you select these products carefully before you make a purchase.
How do I return a product?
If you wish to return a product, please contact us at sales@mainlandfurniture.co.nz, and we will get a return organized for you as soon as possible.
Keep a record of your return shipment until you have received your credit, refund or exchange. All returns are done using a tracked service.
What should I do if I received a damaged or faulty product?
If you received a faulty or damaged product, please email us at sales@mainlandfurniture.co.nz and include the following information (to help us resolve this for you quickly):
- Your order number
- Name of the product
- Photos and/or videos showing the issue as best as you can
We require you to hold onto all packaging until any issues associated with faulty or damaged products are resolved.
We will get in touch with you as soon as possible to resolve this.
Mainland Furniture's Warranty
We offer a 365-day warranty on all our products. Mainland Furniture will, at its discretion, repair, replace, credit or refund the original purchaser in satisfaction of this warranty.
Our warranty covers all manufacturing faults and defects. Natural variations in colour, knots, stress marks are not considered defects of workmanship and materials and therefore not covered under warranty.
Our warranty doesn't cover wear, tear or damage caused by use, accident or failure to follow care instructions. Any modifications made to the product will void the warranty.
We are committed to complying with the Consumer Guarantees Act. You are entitled to a replacement or refund for a major failure. We may elect to repair or replace the products if they fail to be of acceptable quality and the failure does not amount to a major failure.
Can I cancel a purchase?
Depending on whether the order has been processed and shipped, you may be able to cancel the order by calling us on 033660800
Please note - we will always do our best to accommodate your request, but you may be liable for a restocking fee of 15%. Please contact us as soon as possible as we usually book the delivery within 24-48 hours upon receiving your order.