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Help for when something arrives broken, faulty, or missing.
Please inspect the package on arrival and report any damage within 24 hours with clear photos of the item and packaging. Damage during transit is rare but can occur. We'll guide you through your options under our resolution policy, including repair,
If your item arrives damaged, please keep both the item and the packaging-do not dispose of anything. Let us know by email within 12 hours of receipt so we can register your claim and guide you through the next steps.
Your item is covered by our 12-month warranty, and you're also protected under the Consumer Guarantees Act 1993 (CGA). If something’s not right, we’ll make sure to sort it out for you.⚠️ If the issue isn’t considered major under the Consumer Guarante
Small imperfections can occur due to packaging pressure or handling in transit. If you're unsure whether it's a fault, send us photos. We’ll assess it fairly and in line with NZ’s Consumer Guarantees Act.
Yes-we’ll let you know if we need the item returned for inspection or disposal, or if we can resolve the issue without return.
Report this to us as soon as possible after delivery. Missing parts or incorrect items must be reported within 24 hours of receipt for us to investigate and resolve the issue.
Email us immediately (within 12 hours of delivery) with your order details and photos of the damage. We will send you a Damage Form to complete.
The form helps us gather all necessary information to assess your claim quickly and accurately, ensuring a smooth resolution.
We will email the Damage Form to you after you report the damaged or faulty item.
Our customer care team will review your submission and contact you with the next steps, which may include replacement, repair, or refund options depending on the assessment.
Please contact our customer service team directly by email for assistance if you experience any issues with the form.
If your item is too large or difficult to move, we may be able to arrange an in-home inspection. Our team will let you know if that’s the best option. If no fault is found during the visit, a call-out fee may apply.