REFUND/RETURNS POLICY

• For online purchases we do not accept returns or exchanges, with the exception of faulty or damaged goods.

• It is not our policy to provide a refund for ‘change-of-mind’ – this includes if you simply change your mind, if the item does not fit into designated space, you decide you no longer require the item, etc.

• No refunds or exchanges on sale items.

• Please choose carefully! We highly recommend taking measurements and being mindful before making a purchase. We are not obliged to refund under the Consumers Guarantee Act – but we will meet our obligations under the Act if goods are faulty.

• We shall not accept a withdrawal or cancellation of an order for change of mind by a customer, unless we choose to do so at our absolute discretion. If we do accept such withdrawal or cancellation, 20% of the amount paid may be retained by us to cover loss of sale. This includes pre-order/sales order cancellation.

• As above, under select special circumstances and within a reasonable timeframe after order is placed (24 hours) a credit note may be offered at the discretion of our management – however we are under no obligation to offer this and it is always assessed on a case-by-case basis.

• Our Appro service is not offered on purchases made on our online store. Appro is available in-store only.

   

PRODUCT AVAILABILITY

• Items not in stock: we may have shipments on the way, or it may be possible to reorder for you, so please do contact us!

• Holds: it may be possible to place holds on selected items for a short period – please contact us to arrange this.

• Pre-orders: for certain furniture items nearing the container ETA we will make pre-orders available – meaning popular items are available to be purchased before the shipment’s arrival. Payment can be made in full or with a 20% deposit, and we will contact you to arrange delivery or pick-up once the item has arrived, or if there are any delays with the shipment. Please note that these ETAs are just estimates and are subject to change - see more below under ‘Pre-orders and delays’

• Our online store features a selection of products available in our physical Christchurch store. We make every effort to keep an up to date inventory of our range online – however, the availability of these products is subject to change and cannot be guaranteed.

• If there has been an error and we are unable to deliver a product ordered on our website, you’ll be notified by email or phone and an alternative will be offered or a refund will be issued to the credit card as soon as possible.

• Our staff are working flat out to get as much of our range online as possible, but as there are 1000s of homeware and furniture items in our store, not all of them may make it online. If there’s something specific that you’ve seen in our physical store, feel free to contact us and we can process this purchase over the phone or via email.

• Made to order/rug orders: made-to-order Heirloom Faux Fur products and certain rugs by Baya may be ordered in for you – we don’t always keep spare stock in our store, so please allow approximately 1 week for rugs and 2-3 weeks for Heirloom products until pick-up or delivery dispatch. If there are any serious delays or our supplier is out of stock, you will be contacted with an update.

• Items designated as shop display stock may have some wear - if this is the case it will be noted in the product listing where possible. Items in our clearance that are noted as 1 in stock will be our last item on shop floor display.

   

PRE-ORDERS + SHIPPING DELAYS

• Pre-orders are made available for certain popular products on our website where we have an order placed and confirmed with the supplier, and a rough estimate of the container arrival (ETA) will be given, usually in month format. (eg. April/May, end of July)

• ETAs are subject to change and unpredictable delays may sometimes occur - this is the nature of overseas importing and shipping due to current global shortages and disruption.

• We do our best to maintain as accurate an estimate of arrival time as possible, as provided to us by our suppliers and shipping agent and update these on our website as soon as any changes occur – however please be aware that we have no way of guaranteeing that your product will arrive by this time, despite our best efforts.

• Please also be aware that once the container arrives in port as per the ETA, it can take several days for clearance, delivery and unpacking at our warehouse before being available for pick-up or delivery. This can take up to 1-2 weeks if there are any delays in port but can also be as quick as 2 working days.

• When you place an order for a pre-order product, you are agreeing to these terms of purchase and understand that potential delays may occur as set out above.

• Please note that if you wish to cancel a pre-order for any reason (including delays) we may retain 20% of the total price paid to cover handling & loss of sale – as this is considered a ‘change of mind’ under our refund policy. However this may not apply in all cases and we are not unreasonable - please contact us if you have any concerns.

PRICING POLICY

• All prices on the loftfurniture.co.nz website are listed in New Zealand Dollars (NZD) inclusive of GST of 15%.

• We reserve the right to modify prices shown on our online store at any time without prior notice. Prices are fixed upon order confirmation.

• Although we take every effort to ensure accurate pricing, any incorrect pricing as a result of human or system error will not be honoured. Delivery quote option displayed as $0.00 does not indicate actual cost – a quote will be provided later which must be paid before delivery of goods.

PRODUCT SPECIFICATIONS

• We reserve the right to alter product specifications and imagery at any time without prior notice. All dimensions, images and other features mentioned are approximates only, including finishes and colours as these may vary from actual product.

• Due to unique natural timbers & textiles used in our products along with handmade manufacturing some products will vary from the product images used. Loft Furniture will not be liable for any product that varies in any way from the images or descriptions used on the website – product images are to be regarded as a guide only, and in purchasing you understand that there may be natural variance from piece to piece.

ONLINE ORDERS AND PAYMENT

• By placing an online order you have committed to the purchase and payment of the goods in the order. Change of mind is the responsibility of the customer and we will not accept returns for change of mind.

• An order will be automatically created once you successfully complete checkout on our website and payment is accepted, and you will receive an email confirmation from us with an order number.

• It is your responsibility to ensure all contact details in the order are correct, particularly email, phone number and delivery address, and that these forms of contact are active and regularly checked should we need to contact you.

• Online store payment is via credit or debit card only.

• Card payments are processed securely by Shopify Payments. Visa, MasterCard, American Express, UnionPay, Google Pay and Apple Pay are accepted online. Note: American Express and UnionPay are not accepted in our physical store.

DELIVERY

• Please refer to our Delivery Information page for an outline of delivery rates and details.

• Delivery rates and offers are subject to change without prior notice, at our own discretion.

• We reserve the right to require additional payment for delivery costs, including but not limited to the following instances:

  • if the customer has selected the wrong delivery option for their purchase at checkout

  • if the delivery address is classified as ‘rural delivery’ incurring extra charges (incl. outside of main centres)

  • if the order is classified as ‘oversize’ or ‘heavy’, exceeding 3 cubic metres in total or for very heavy furniture items

  • when the customer has selected the ‘request a quote’ option at checkout

• If the above situation arises, you will be contacted by phone or email with the additional amount to be paid and instructions for payment. Credit card payments will be processed over the phone securely.

• Goods will not be shipped until any outstanding delivery costs have been paid.

• If there is any issue with the additional costs quoted by us, we may offer the alternative of arranging your own freight or arranging a store pickup. We reserve the right to assess this on a case-by-case basis.

• We ship only within New Zealand.

• Our deliveries are handled primarily by our partners, Post Haste for courier deliveries and Mainfreight for all furniture deliveries outside of Christchurch.

• It is your responsibility as the customer to ensure there will be ample space and easy access into your home for our delivery drivers. We will not be liable or accept a return in the event that a furniture item will not fit into your home.

DAMAGED / FAULTY GOODS

• Product is always checked before leaving our store, so if goods arrive to you damaged or defective please contact us within 24 hours of receiving delivery at hello@loftfurniture.co.nz or 03 377 5166. Please provide images as proof.

• For faulty or defective goods, we will meet our obligations under the Consumer Guarantees Act.

   

WARRANTY

• All of our products are covered by a minimum one-year warranty period – although we stand by the quality and longevity of our furniture to well outlast this period, this covers the rare instance of any faults appearing within this time.

• Some of our products (including sofas & armchairs) have a longer warranty on the frame – please contact us if you’d like more information.

• Warranty periods commence from the date of purchase, and only covers defects that are not a result of normal wear and tear, a natural characteristic of the material used or evidence of abuse.

• Warranty will become void if:

  a) A service provider not approved by us attempts repairs; or
  b) The product has not been maintained as per the product care details on our website; or
  c) The product is misused, abused, dropped, exposed to extreme temperatures or extreme sunlight, or not properly maintained; or
  d) The product is modified, incorrectly used, subject to incorrect electrical supply or used with inappropriate accessories; or
  e) The product’s serial number has been altered.
  
  

LIABILITY

• To the extent permitted by law, we will not be liable for any loss of income, loss of profits, loss of contracts, loss of data, mental distress or for any indirect or consequential loss or damage of any kind, whether caused by tort, breach of contract or otherwise. We limit our maximum aggregate liability for any product or service supplied, whether in tort, contract or otherwise to the amount payable for the product.