Refund and Returns Policy

Standard Refund Conditions

If you are not completely satisfied with your purchase, you may return your item within 14 days of receiving it for an exchange, Gift Card, or refund, subject to the following conditions:

  1. Eligibility Requirements:
    • The item must be in saleable and undamaged condition.
    • The item must be in its original, unopened, and sealed packaging.
    • The return must be accompanied by proof of purchase (e.g., receipt or invoice).
  2. Consumer Guarantees Act Rights:
    This policy is in addition to your rights under the Consumer Guarantees Act, which guarantees remedies for faulty, damaged, or incorrectly supplied products.
  3. Faulty, Damaged, or Incorrectly Supplied Items:
    If a product is found to be faulty, damaged, or incorrectly supplied, we will meet our legal obligations to provide an appropriate remedy, which may include:
    • Repairing the item.
    • Replacing the item.
    • Offering a full refund

  4. Exclusions for Standard Returns:

We cannot accept change of mind returns if:

  • The item was purchased more than 14 days ago.
  • The item is not in its original, unopened, and sealed condition.
  • You cannot provide proof of purchase.

    Exclusions for full refunds 
    • If an item is returned due to  change of mind reasons but is not in its original, unopened, and sealed condition, only 70% of the purchase price will be refunded to account for restocking, handling, and reduced resale value.
    • Items returned in their original condition are eligible for a full refund, exchange, or Gift Card within the 14-day return window.

      Pricing Adjustments:
    • If an item is later discounted or part of a special promotion, we do not offer price difference refunds or adjustments as per NZ consumer law 
Example: If an item purchased for $100 is later offered at $80, no refund or credit will be issued for the price difference.

Sales and Special Deals Items

Additional terms apply to items purchased during sales or special promotions.

  1. Final Sale Policy:
    • All items purchased during sales or promotions are considered final sale.
    • These items are not eligible for refund, return, or exchange unless there is a quality issue (e.g., the item is faulty, damaged, or incorrectly supplied).
  2. Price Adjustments:
    • If an item is later discounted or part of a special promotion, we will not offer price difference refunds or adjustments.
    • Example: If an item purchased for $100 is later offered at $80, no refund or credit will be issued for the price difference.
  3. Defective Items in Sales:
    • Items purchased on sale that are found to be faulty or damaged may be eligible for a replacement (if available), repair, or refund.


General Terms and Conditions

  1. Product Return Locations:
    • Returns must be made at a Proferlo Furniture Westgate store or other agreed designated return location.
  2. Shipping and Return Costs:
    • If applicable, customers may be responsible for shipping and other associated costs for returning items for change of mind returns 
  3. Exclusions from Returns Policy:
    The following categories are excluded from refunds or returns (except in cases of fault or damage):
    • Items marked as display stock, seconds, or clearance (including those marked as final sale).
    • Shipping, delivery, and installation fees.
    • Commercial products and cabinetry.
  4. Note: This list is not exhaustive.

How to Initiate a Return

To initiate a return, please:

  • Contact our customer service team or visit our Westgates store.
  • Provide proof of purchase and, if applicable, evidence of the issue (e.g., photos of damage).

We reserve the right to offer an exchange, Gift Card, or refund at our discretion. Refunds, when approved, will be processed to the original payment method within 7 - 12 business daysÂ