Warranty & Return Policy

Last updated: 27/03/2026

At Proferlo Furniture, we are committed to providing a positive shopping experience and ensuring customer satisfaction with every purchase. This policy sets out your rights, along with our processes for warranties, returns, exchanges, refunds, and order cancellations.

1. Warranty

Most products sold by Proferlo Furniture include a minimum 12-month warranty covering manufacturing defects unless specified.

Warranty Exclusions

The warranty does not cover:

  • Natural wear and tear
  • Improper use or misuse
  • Incorrect assembly
  • Lack of proper care or maintenance
  • Damage caused by negligence or failure to follow care instructions

Damage resulting from these circumstances is the customer’s responsibility.

The products such as floor model stocks, clearance items, repaired products, or any products having a defect which has been noticed by the customer before making the purchase are NOT applied and covered by the warranty.

Warranty does NOT apply if the product has been placed outdoors or in any humid/strong sunny/extraordinary environment (besides the outdoor furniture).


2. Order Cancellation Policy

Standard Orders

Orders may be cancelled within 30 days of purchase.
Such cancellations will be treated as a change-of-mind return and are subject to the restocking fees outlined above.

Custom-Ordered or Special-Order Products

If we have placed a special order or sourced a product specifically on your behalf, the order cannot be cancelled once confirmed.


3. Change of Mind Returns

7 Days Change of Mind Guarantee

We want you to feel confident when shopping with us. If you decide the item is not suitable, you may request a full refund or exchange within 7 days of placing your order free of charge. Return and exchange is still available after the 7 days window within 30 days of placing your order, restocking fees apply.

Full Refund Eligibility
To be eligible for a full refund, all of the following requirements must be satisfied:

  • Condition of Goods: The item must be returned in unused, undamaged condition and suitable for resale.
  • Original Packaging: All original packaging materials, including cartons, boxes, foam inserts, and protective coverings, must be returned.
  • All Components Included: The return must include all parts, accessories, fittings, tools, and instruction manuals.
  • No Alterations: The product must not have been assembled, installed, modified, cleaned, or otherwise damaged.

Return Packaging Requirements

Returned items must be packaged securely to minimise the risk of damage during transit. We recommend using the original packaging wherever possible. If the original packaging is no longer available, please contact us for guidance prior to returning the product. In certain cases, we may require photos of the item and its packaging before approving the return.

Important Notes

Customers are advised to keep all packaging materials until they are completely satisfied with their purchase.

Unless the product is faulty or incorrectly supplied, return shipping costs are the responsibility of the customer.

Returns must be approved by our customer care team before being sent back.

Approved refunds will be issued either:

  • to the original payment method, or
  • as store credit, depending on the situation.

Please note that shipping, assembly, and upstairs delivery fees are non-refundable once the service has been completed.


4. Restocking Fee Policy

The following restocking fees apply to change-of-mind returns:

100% refund (no restocking fee)
For unopened items returned within the 7-day return window.

80% refund (20% restocking fee)
For unopened items returned after 7 days but within 30 days of purchase.

60% refund (40% restocking fee)
For opened items returned within 30 days of purchase, including:

  • Products returned without original packaging, even if all components are present
  • Items that have been fully or partially assembled

For pre-order items, please refer to the Pre-Order Policy.

Non-Returnable Products
The following items are not eligible for return:

  • Products that have been used, altered, or damaged
  • Items with missing essential parts or components
  • Goods assessed as unsellable upon inspection
  • Bedding, mattresses, and other hygiene-sensitive items
  • Clearance items purchased from warehouse or showroom displays

Inspection Timeframe

Returned items may require up to two working days to be inspected upon arrival. Refunds will be processed only after the inspection has been completed and the return has been approved.


5. Return & Exchange Process

Step 1 — Contact Us

Email our customer care team at support@proferlo.co.nz within the return timeframe to request a return.

Step 2 — Return Authorisation

All returns must be authorised before items are sent back.
We will confirm approval and provide instructions via email.

Step 3 — Ship the Item Back

Customers must return the item using a tracked and insured shipping method.

Unless the item is faulty or incorrectly supplied, return shipping costs are the customer’s responsibility.

Buyer Responsibilities

The buyer is responsible for:

  • Ensuring items are adequately packaged for safe transport
  • Any damage or loss during return transit
  • Return shipping costs unless the item is faulty or incorrectly supplied

Courier companies cannot collect assembled furniture or loose items. All products must be properly packed before shipping.


6. Damaged Items & Claims

Inspect Upon Delivery

Customers should inspect all items before signing the courier delivery slip.

If the packaging shows visible damage, do not accept the delivery. The courier will return it to us for investigation.

If Damage Is Found After Delivery

If you accept delivery and later discover damage:

  • Notify us within 48 hours
  • Provide clear photos of the product and packaging

Our customer care team will assist you promptly.

Claims May Be Rejected If

  • The delivery was signed for without noting visible damage
  • Delivery was authorised without signature
  • Damage was reported more than 48 hours after delivery

For more information, please refer to our Delivery Policy.

Damage During Assembly

Many of our products require self-assembly. Proferlo Furniture is not responsible for damage caused during assembly.

If assistance is required, please contact our team. Replacement parts may be available, although fees may apply.

Proferlo Furniture also offers professional assembly services upon request.

Wall Fixing Requirement

Some furniture items may require fixing or anchoring to the wall for safety purposes. It is the customer’s responsibility to follow the provided instructions and ensure the product is properly secured where required. Failure to anchor furniture correctly may result in the item tipping over. Proferlo Furniture is not liable for any damages to property, damage to the product, personal injury, or other losses resulting from furniture that has not been properly secured.


7. Faulty Products

Minor Faults

For minor faults, we may:

  • Repair the product
  • Replace it with an identical item or part
  • Offer a refund if repair or replacement is not possible

Customers may be asked to bring the item to our store for inspection.

In-home inspections will only be conducted where transport is impractical.

If no fault is found, a call-out fee may apply, which will be communicated beforehand.

Serious Faults

Under Section 21 of the Consumer Guarantees Act, a serious fault occurs when goods:

  • Cannot be repaired
  • Cannot be repaired within a reasonable time
  • Have a failure of substantial character

Examples include:

  • Dangerous defects
  • Repeated faults after multiple repairs
  • Products unfit for their intended purpose

In these cases, customers may choose:

  • A replacement, or
  • A full refund

Alternatively, customers may keep the goods and agree on compensation for reduced value.


8. Unauthorised Repairs or Modifications

Any repair, modification, or alteration carried out without prior written approval may void the product warranty.

This includes, but is not limited to:

  • Drilling, cutting, or otherwise altering the structure of the product
  • Painting, staining, or applying any surface coatings
  • Replacing original parts with non-approved or non-original components

If you believe a product is faulty, please contact us before attempting any repairs. Any damage resulting from unauthorised work may affect or void your warranty eligibility.


9. Bedding & Health-Sensitive Products

For hygiene reasons, the following items cannot be returned once opened:

  • Pillows and pillow protectors
  • Mattress protectors, toppers, or underblankets
  • Mattresses

If the Item Is Faulty

You may request a return, exchange, or refund within 7 days of delivery.

Change of Mind

Returns for bedding and health-sensitive products are accepted only if:

  • The item is unused and unopened
  • The product remains in factory-sealed packaging
  • Return authorisation is obtained before shipping

If these conditions are not met, the return will be declined.


For any questions regarding the warranty and return policy, please contact our team at support@proferlo.co.nz or call 09 416 0005. We are here to ensure your experience is smooth and transparent.