Returns and Exchanges
Customer satisfaction is very important to us and we want to make your shopping experience as pleasant as possible. If there is any issue with your order please contact your local store, call customer services on 0800 go nood (0800 46 6663) or email us at email@example.com.
To obtain a list of all nood stores and their addresses, click here.
Please note that our returns and exchange policy relates only to goods and services sold directly by us to you.
Change your mind?
We want to ensure you are happy with your nood purchase. If you change your mind we will happily exchange your purchased product (excluding clearance items and seconds) for store credit or another item of equal value. We do not offer cash refunds. We recommend that you check dimensions to ensure furniture is the right size for your space and access doorways before completing your purchase. Seconds items cannot be exchanged or refunded whether purchased instore or online. Defects are clearly stated in store and online where applicable.
Products returned for exchange must be received by us in an undamaged and saleable condition within 21 days from the date of sale or delivery to you in the original unopened packaging and accompanied by proof of purchase.
All costs (including delivery costs) to exchange products are your responsibility.
In the event that we are unable to deliver a product you have ordered, our customer services representative will contact you to discuss options.
If any products are missing from a delivery you have received please contact our customer service team as soon as possible on 0800 go nood (0800 46 6663) or email us at firstname.lastname@example.org.
Provided that you have notified us of any missing products within 7 days and subject to availability we will resupply the missing product and cover all new delivery charges. If the product is not available you may choose to receive a refund or store credit including that portion of delivery charges relating to the missing product.
Defective product or damaged Item(s)?
If you receive a defective or damaged product(s) we will meet our obligations under the consumer guarantees act 1993.
Please contact your local store, customer services on 0800 go nood or email us at email@example.com so that we can advise you the best way to return the product.
Defective or damaged products must be received by us within 14 days from the date of sale or delivery to you and accompanied by proof of purchase.
In the first instance you will be offered a replacement or repair for defective or damaged items. A refund, store credit or exchange for another item of equal value will be offered if we cannot repair or replace or otherwise as required under the consumer guarantees act 1993.
We provide an extended warranty for the furniture products listed below when these have been purchased from us in New Zealand (nood furniture warranty). The nood furniture warranty is subject to New Zealand consumer law.
We will at our absolute discretion, replace or repair any product covered by the nood furniture warranty that has a material or manufacturing defect that is not the result of normal wear and tear or a natural characteristic of the material used.
The nood furniture warranty commences from the date of purchase and is for a term of (i) 3 years for framing of sofas, sofa beds, beds, daybeds and armchairs (ii) 1 year for fabric, leather and foam and (iii) 1 year for outdoor furniture.
The nood furniture warranty is not transferable and does not apply:
- To products used for commercial purposes or in commercial locations;
- To product finishing including stitching, glue, nails, tacks;
- To products sold as seconds, damaged floor stock, repaired products or products that have a defect where this has been bought to your attention before you purchased the products;
- Where repairs to a product are made or attempted by a service provider other than one approved by nood;
- If the product has not been used or maintained in accordance with any manufacturer’s instructions provided with the product;
- If the product has been modified, incorrectly adjusted or operated, subjected to incorrect electrical supply or inconsistent electrical supply or used with inappropriate accessories; or
- If the product is misused or tampered with in any way.
To claim under the nood furniture warranty you must return the product for repair/inspection to your store of purchase at your cost (including any delivery and insurance charges) within the timeframes outlined in our Terms and accompanied by proof of purchase.
If your product cannot be easily returned to your local nood store because of its size we may arrange for the product to be assessed or request photographic evidence.
We will assess the product and if deemed to fall within the warranty will contact you to agree a suitable solution or remedy. Sometimes we may have to forward the product to the manufacturer or repair agent and liaise with them. We will do our best to resolve the issue in a timely manner.