Return Policy

CHANGE OF MIND

Please choose your purchases carefully as we do not provide a refund if you have changed your mind. For furniture we recommend that you check dimensions to ensure they are the right size for your space and access doorways before completing your purchase.

 

CONSUMERS

Under the Consumer Guarantees Act 1993 ('CGA'), you have guaranteed legal rights for goods and services you buy.

These are called 'consumer guarantees', and include the following:

  1. a guarantee that the goods are of acceptable quality, such that the goods are:
  • fit for all the purposes for which goods of that type are commonly supplied.
  • free from minor defects.
  • Safe.
  • durable; and
  • acceptable in appearance and finish.
  • a guarantee that the goods are fit for any particular purpose made known by you, or for which we represent that they are or will be fit;
  • a guarantee that the goods correspond with any description with which the goods are supplied; and
  • a guarantee that the goods correspond with any sample or demonstration model where the goods are supplied by reference to such sample or model.

If the goods (or services∥ we supply do not meet a consumer guarantee, we will meet our obligations under the CGA to provide a remedy.

These guarantees are in addition to any warranty offered by a manufacturer, and you may have rights against the manufacturer directly.

The CGA does not apply where the goods have been used in a manner, or to an extent which is inconsistent with the manner or extent of use that a reasonable consumer would expect to obtain from the goods; and the goods would have complied with the guarantee of acceptable quality if they had not been used in the manner or to that extent.

 

FAILURES

Minor

If the goods (or services) we supply do not comply with a consumer guarantee, but can be remedied within a reasonable time, we will either repair the goods or replace the goods with goods of identical type. If we cannot repair or replace the goods within a reasonable time, we will provide you with a refund of the purchase price.

Major

A 'major failure' is where the failure in the goods cannot be repaired or cannot be repaired within a reasonable time, or where the failure constitutes a 'failure of substantial character' as set out by section 21 of the CGA.

If a failure amounts to a major failure, you are entitled to return the goods and choose to have a replacement of the returned goods or a refund. Alternatively, you may elect to retain the goods and obtain compensation for the reduction in value of the goods.

Where you choose a replacement, we will where available, provide goods of the same type and similar value to the returned goods.

 

GOODS DAMAGED IN TRANSIT

If you believe there is damage to the products you have ordered or the incorrect items have been delivered, please contact the relevant AEQ Furniture Branch within 24 hours of delivery, and we will work with you to arrange a replacement, refund or credit. Please email us to begin the process. In this email we will need your order number and for you to clearly state what is faulty with the product, photos are helpful.

Please retain all original packaging if you would like to return an item. Items without packaging will be subject to a restocking fee starting at 50% of original purchase price, determined upon the item return to our store.

Shipping and handling costs are not refundable, unless the item received is damaged, defective or incorrect.

If you are exchanging for an item, which you paid for shipping on, your shipping fees will not be refunded. Additionally, if the requested exchange item has shipping fees, you will be responsible for those as well.

 

CANCELLATIONS

Depending on whether the order has been processed and shipped by the store, you may be unable to cancel the order by email us.

Please note - we will always do our best to accommodate your request, but you may be liable for a restocking fee of 50%.

For more information on furniture delivery, please see our Furniture Delivery section.

 

 

Service Contact

Manukau Branch: Manukau@AEQ.co.nz

Mt Wellington Branch: MtWellington@AEQ.co.nz