ONLINE & INSTORE RETURNS POLICY

 

 

OUR REFUND POLICY

You may return item(s) to us for a full refund within 30 days from the date your order was dispatched.

We offer free returns on all domestic orders (see below for exclusions). Refunds of international orders are returned at the customer’s own cost.

We will provide a full refund within 10 working days of receiving your item(s) so long as the returned item is in re-sellable condition, including its full packaging (see below for exclusions).

You can alternatively return item(s) for a full refund at either of our stores, with a copy of your invoice.

 

TO RETURN AN ITEM FOR A REFUND:

  1. Fill out the returns form enclosed in your order
  2. Re-seal your item(s) in the original courier packaging (if you do not have the original courier packaging, re-package using a suitable alternative)
  3. Ensure the returns form is filled out and is enclosed inside your package
  4. Apply the address label and courier sticker (you should have received these with your order) to the outside of the packaging
  5. Call Courier Post on 0800 268 743 to arrange a free pick up. Simply let them know that you have a pre-paid courier sticker
  6. Once your return has been receipted, we will assess its eligibility for a refund based on our refund policy (see below for exclusions)
  7. If eligible, your refund will be processed within 10 working days
  8. If ineligible, we will advise you and then courier your purchase back to you. Please note, we reserve the right to charge the return courier fee. If you are unsure whether or not your order is eligible for a refund give us a call on 0508 400 500 and we will happily assist
  9. An email confirming your refund/return of goods will be sent to you

FURNITURE RETURNS

If you wish to return an item of furniture that you have bought online, it cannot be returned to our stores.  It must be couriered back to our supplier directly or delivered to their showroom.  Please contact us on 0508 400 500 or at onlinesupport@smithandcaugheys.co.nz and we can advise on this.  Please note that furniture is not covered by our free returns policy.  Furniture must be in resalable condition for it to be returned.  If the item is damaged when delivered, the return will be at our cost.  


 

OUR EXCHANGE POLICY

We no longer offer exchanges on online purchases. If you wish to exchange a product for a different size or colour, we suggest returning the unwanted product for a full refund and purchasing the alternative product online in a separate transaction.

You can alternatively return item(s) for an exchange at either of our stores with a copy of your invoice. All goods must be in resalable condition.

 

DAMAGED OR FAULTY GOODS:

In the instance that you receive a faulty item; your item has been damaged in transit; or the goods you have received are incorrect, you will need to send us photographic proof of the fault/damage/incorrect goods, before can cover the cost to return your order to us and return a replacement back to you free of charge.

 

REFUNDS & EXCHANGES EXCLUSIONS:

We are unable to refund or exchange:
  • Any packaged item that has been opened including, but not limited to, any cosmetics item
  • Shoes without boxes
  • Any food item(s)
  • Any item of clothing or footwear that has been worn
  • Any item of clothing that has had its tags removed
  • Custom made or altered fashion
  • Customer orders for product outside our standard range
  • Bedding accessories including pillows, duvet inners, mattress toppers, duvet covers, sheets and pillow cases.
  • Pierced jewellery
  • Any Gift Card or Voucher