Delivery

A shipping estimate will be generated once you have added all items to your shopping cart and verified that your shipping address, suburb, and postcode are correct. All shipping rates are displayed in New Zealand dollars. Delivery charges will be calculated at checkout.
For locations not included in our shipping options, please contact us via email at support@proferlo.co.nz Our staff will assess the shipping fee for you.

• We offer both urban and rural delivery services within New Zealand. Please note that we only deliver within New Zealand. A minimum delivery fee starting from $50 is typically applied, depending on the shipping distance from our Auckland and Christchurch Distribution Center. 
• Payment must be made in full before the purchased goods can be delivered on the agreed date. The delivery time may vary depending on the availability of the stock and the delivery address.
• We will notify you one day in advance before the delivery date if no specific date is specified in the order note or during the order process.
• Private boxes and post office boxes are not acceptable for delivery.
• It may not be possible to ship oversized, overweight or other specific items to rural destinations, or it may incur an additional fee in some circumstances. However, you are more than welcome to contact our customer service to discuss any possible options for your order.

Pick Up

We also provide Free Pickup (Click & Collect) service, while an appointment is highly recommended (due to the high demand, the same-day pick-up is not available, please book your pickup with the customer support team in advance. Thanks for your understanding).

• Our team members will contact you when your items are ready for pick up.
• You can also arrange the third party to pick up orders on your behalf. The person picking up the order needs to have your invoice number and acquire your authority. A pre-arrangement and confirmation are required prior to pick-up.

General Shipping Information

• Deliveries are generally made to your door only (ground floor only).
• There will be an additional charge for express or same-day delivery, carrying goods upstairs or into lifts, assembly, and any extra services upon request. Based on the size and weight of the purchased goods, the costs may vary between $40 and $120 per item, per person and per level of staircase.
• If you require assistance with moving the delivery indoors or upstairs, for larger packages, the availability of upstairs delivery service will be determined based on an on-site assessment by the delivery personnel.
• The delivery staff will follow the standard delivery instructions/directions while fulfilling the orders. No responsibility will be taken for unavoidable delays. Please be aware that the 3^rd party delivery company will not unwrap or remove the packaging from your goods or throw away the packing materials/garbage/old furniture for you.
• If the customer fails to receive the delivery upon our arrival, a new delivery date will be arranged, and a redelivery fee may apply.
• Within 24 hours of receiving goods, any damages that have occurred during transit should be reported to the carrier & store and attached with the relevant evidence such as photos/video.

For more details, please check our Terms& Conditions

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 

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 days