Return & Refund Policy

Your rights as a New Zealand consumer and our commitment to your satisfaction.

Effective Date: | Last Updated:

1. Your Rights Under New Zealand Law

As a New Zealand consumer, you have rights under the Consumer Guarantees Act 1993 (CGA) that cannot be excluded or limited. This policy operates in addition to your statutory rights and does not affect them in any way.

Under the Consumer Guarantees Act, goods must:

  • Be of acceptable quality
  • Be fit for any particular purpose made known to us
  • Match their description
  • Match any sample or demonstration model
  • Be a reasonable price (if no price is set)
  • Be delivered on time
  • Have spare parts and repair facilities available for a reasonable time

2. Remedies for Faulty Goods

If goods fail to meet a consumer guarantee, your remedy depends on whether the failure is major or minor:

2.1 Major Failures

A failure is major if:

  • A reasonable consumer would not have purchased the goods if they knew of the failure
  • The goods are significantly different from their description or sample
  • The goods are substantially unfit for their normal purpose and cannot easily be made fit
  • The goods are unsafe

For major failures, you can choose to:

  • Reject the goods and receive a full refund, OR
  • Reject the goods and receive a replacement of the same type and similar value

2.2 Minor Failures

For minor failures, we may choose to:

  • Repair the goods within a reasonable time, OR
  • Replace the goods, OR
  • Refund any price reduction caused by the failure

If we fail to remedy a minor failure within a reasonable time, or if the goods have multiple minor failures, you may reject the goods and receive a refund or replacement.

3. Change of Mind Returns

In addition to your statutory rights, we offer a voluntary 30-day change of mind return policy for most items, subject to the following conditions:

  • The item must be returned within 30 days of delivery
  • The item must be in original, unused, and undamaged condition
  • All original packaging, tags, and accessories must be included
  • Assembly must not have been attempted (for flat-pack furniture)
  • Proof of purchase must be provided

Please note: Change of mind returns are a goodwill policy and are separate from your rights under the Consumer Guarantees Act.

4. Items Not Eligible for Change of Mind Returns

The following items are not eligible for change of mind returns (but are still covered by your Consumer Guarantees Act rights if faulty):

  • Custom-made or personalised furniture
  • Made-to-order items with special dimensions or finishes
  • Items marked as "Final Sale" at the time of purchase
  • Clearance items (unless faulty)
  • Gift cards and store credits
  • Items that have been assembled, modified, or altered
  • Upholstered items showing signs of use

5. Return Process

To return an item, please follow these steps:

  • Step 1: Contact our Customer Service team within the applicable timeframe via email at returns@gharvynnphikkhar.world or phone +64 21 565 162
  • Step 2: Provide your order number, item(s) to be returned, and reason for return
  • Step 3: Receive a Return Authorisation Number and return instructions
  • Step 4: Package the item securely in its original packaging
  • Step 5: Return the item via the agreed method
  • Step 6: Once received and inspected, your refund or replacement will be processed

6. Return Costs

  • Faulty or Misdescribed Goods: We will cover all return costs
  • Change of Mind: Customer is responsible for return shipping costs. For large items, a pickup fee may apply

For furniture items, we can arrange pickup through our delivery partners. Pickup fees will be advised at the time of return.

7. Refund Processing

Once your return is received and inspected:

  • For faulty goods: Refund processed within 3-5 business days
  • For change of mind: Refund processed within 5-7 business days
  • Credit/Debit Cards: Refund appears within 5-10 business days depending on your bank
  • Bank Transfer: Refund processed within 3-5 business days

All refunds are in New Zealand Dollars (NZD).

8. Damaged Goods on Delivery

If your goods arrive damaged:

  • Note the damage on the delivery documentation if possible
  • Report the damage to us within 48 hours of delivery
  • Provide photographs clearly showing the damage
  • Keep all packaging materials for inspection

We will arrange for repair, replacement, or refund at no additional cost to you.

9. Exchanges

We are happy to exchange items for a different size, colour, or style, subject to:

  • Product availability
  • The same conditions as returns
  • Any price difference being charged or refunded accordingly

10. Warranties

In addition to your rights under the Consumer Guarantees Act, many of our products come with manufacturer warranties. Please refer to the warranty documentation provided with your product. Manufacturer warranties are in addition to, and do not replace, your statutory rights.

11. Disputes

If you are not satisfied with how we have handled your return or complaint, you may:

  • Contact our management team for further review
  • Seek assistance from the Disputes Tribunal (for claims up to $30,000)
  • Contact the Commerce Commission for fair trading concerns

12. Contact Us

For questions about returns, refunds, or your consumer rights, please contact us:

Customer Service
Gharvynnphikkhar
8/10 Volkner Place
Rosedale, Auckland 0632
New Zealand
Email: returns@gharvynnphikkhar.world
Phone: +64 21 565 162
Hours: Monday - Saturday, 9:00 AM - 6:00 PM (NZST)

13. Useful Resources

For more information about your consumer rights in New Zealand:

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