If you decide to return a product that is not faulty, we are not obligated to give a refund. We will instead offer you a store credit. Clearance items or sale priced items are non-returnable (unless faulty).
Items can be returned under the following conditions:
You can return a small product to any one The Design Store branches in Auckland providing all the terms and conditions of our returns policy have been met. Please return the product with the proof of purchase. You can find your nearest store here. Larger items must be only returned to our Distribution Centre here.
If you wish to return an item by courier or carrier, this will be at your cost. We suggest you contact us first at firstname.lastname@example.org. All the terms and conditions of our returns policy must also be met. Please return the product with the proof of purchase to:
The Design Store
21 Kawana Street,
We will process your exchange or refund within 10 working days of receipt of your parcel.
The Design Store does not accept responsibility for items lost in transit while being returned. We recommend that you use a delivery service that provides tracking and delivery to the door.
If you receive a faulty or incorrect product, please contact us or email us at email@example.com. Please quote your invoice number and, if possible, provide photographs of the fault(s). We will take the necessary steps to assess your warranty claim and will contact you to advise of the outcome within a reasonable time frame. Once your claim has been approved we will advise the steps for remediation. If we are unable to repair or replace the item within a reasonable period of time, we will offer a refund. Refunds will normally be processed within ten (10) days. Refunds will only be processed to the original payment method used.
Please refer to our Receiving your order section for freight damage.
Importers NZ Limited trading as The Design Store is committed to providing quality products to our customers. All goods are covered by a minimum 12 month warranty, while some furniture or other items have specified, extended warranty periods. If the goods we supply do not meet a warranty guarantee, we of course will meet our obligations under the Consumer Guarantees Act 1993 (CGA) to provide a remedy.
All warranty claims must first be approved by us at a Head Office level. Please note all stores are unable to confirm warranty inclusions or decisions on warranties, and any queries will be referred to our customer service department in the first instance.
Our standard warranty terms are below and apply for domestic use general situations only. Products used for commercial or business purposes may not be covered. However all warranty claims are treated on a case by case basis and we do our best to provide a resolution.
We may decline a warranty claim if the fault has been caused by damage or misuse of the item, including improper assembly, modifications, negligent use or operation, inadequate maintenance, damage caused by re-location, use outside of recommended conditions, unauthorised repairs, and storm damage. Further limitations for items like rusting maybe in place for areas with certain environmental conditions such as coastal, sea spray zone, geothermal zones.
PLEASE NOTE If the goods returned are found to not be faulty, or otherwise not in breach of the Consumers Guarantees Act upon assessment by us, goods will be able to be returned to you at your cost in addition to the return freight cost incurred in retrieving the item to us.
When faulty items need to be returned to us, we will organise to refund shipping or arrange the cost of shipping.
Faulty goods are covered by our Warranty Policy as below
For minor defects (repairable) we will either send replacement parts or organise the repair for you.
For major defects after assessment (not repairable) we will either replace the item or offer store refund.
Proof of purchase will always be required.
Please re-check our exclusions above for exemptions
We will meet (and in fact we exceed) our obligations under the Consumer Guarantees Act 1993 for products purchased for personal or household use, which include:
- Acceptable quality:
- Fit for purpose, including any representations of product suitability made by us.
- Match the description, sample or demonstration model. Products are the same as the descriptions in catalogues or online. Similarly, items must match products as represented in our stores. However please bear in mind due to colour photographic or printed reproductions, or computer resolution variances, differences can occur. Also, the nature of timber products mean that no two pieces are the same and variations in colour, texture, grain and finish are expected and therefore are deemed acceptable.
These guarantees are in addition to any warranty offered.
The CGA does not apply where the goods have been used in a manner, or to an extent which is inconsistent with the manner or extent of use that a reasonable consumer would expect to obtain from the goods.
Please also note: if you are acquiring goods for business or commercial purposes as defined in sections 2 and 43 of the CGA, you agree that the consumer guarantees provided for in the CGA will not apply to the supply of those goods.