Refund policy

Returns & Refund Policy

The following Returns, Refunds and Cancellation Policy applies to all purchases made from Beds4U online at beds4u.co.nz or in-store.

Damaged Products & Returns

Customers are required to inspect all products upon delivery or collection and notify Beds4U promptly if any concerns are identified.

Damaged on Delivery

If a product is visibly damaged at the time of delivery, you should:

  • Refuse to accept delivery of the damaged item where possible; and

  • Notify the Beds4U store fulfilling your order or our Customer Service team immediately.

Damage or Fault Noticed After Delivery

Customers must inspect products within a reasonable timeframe following delivery or collection.

Any visible delivery damage, missing items, or incorrect products should be reported to Beds4U within 5 days, accompanied by clear photographs and supporting details.

Failure to notify Beds4U within this period may affect our ability to determine whether the issue occurred during or after the delivery process.

This timeframe does not limit any statutory rights under the Consumer Guarantees Act 1993.

Where a product issue is confirmed, Beds4U will assess whether the problem can be repaired, replaced, or otherwise resolved in accordance with the Consumer Guarantees Act 1993.

Where permitted by law, Beds4U reserves the right to repair or replace a product before a refund is considered.

Beds4U may request photographs, inspection access, or other reasonable information to evaluate any reported damage or fault before approving a remedy.

Beds4U will not be responsible for damage occurring after delivery due to misuse, accidental damage, improper handling, or failure to follow care instructions.

Delivery fees are non-refundable once delivery has been completed, unless the product is being returned due to a confirmed fault covered under the Consumer Guarantees Act 1993.

Hygiene & Sleep Product Returns

For health and hygiene reasons, mattresses, pillows, and bedding products cannot be returned once opened or used unless the product is faulty or does not meet consumer guarantees.

Mattress Protection & Sanitary Conditions

To maintain product hygiene, customers are strongly encouraged to use a suitable mattress protector at all times.

Beds4U reserves the right to decline returns or inspections where a product is found to be stained, soiled, or otherwise unsanitary due to improper care.

Mattresses and sleep products must be maintained in a clean condition for any claim or warranty assessment to be performed.

Nothing in this section limits your rights under the Consumer Guarantees Act 1993.

Mattress Base Requirements

Mattresses must be used on a supportive foundation in accordance with manufacturer guidelines. Claims may be declined if issues are caused by an unsuitable base or improper support.

Product Variations & Comfort Preference

Reasonable variations in colour, texture, and comfort feel are inherent to furniture products and will not be considered faults.

Personal comfort preference does not constitute a product fault unless the item fails to meet guarantees under the Consumer Guarantees Act 1993.

Change of Mind

Please choose carefully, as Beds4U does not provide refunds or exchanges for change of mind purchases.

Refund Policy

Where products are faulty, damaged, or do not meet consumer guarantees, Beds4U will meet its obligations under the Consumer Guarantees Act 1993.

Refunds or exchanges outside of statutory obligations are provided solely at Beds4U’s discretion.

Order Cancellation Fees

If a cancellation is approved for change-of-mind reasons, Beds4U may apply a reasonable administration and restocking fee of up to 10% of the total order value to recover costs, including:

  • Credit card and transaction processing fees

  • Administrative processing costs

  • Restocking and handling expenses

Custom, made-to-order, or clearance products may not be cancellable once manufacturing or allocation has commenced.

Cancelling an Order

Cancellation by Beds4U

Beds4U reserves the right to cancel all or part of an order without liability where:

  • A product is unavailable;

  • There is an error in pricing, specifications, or website content; or

  • We reasonably suspect fraudulent activity or a breach of our Terms of Service.

Where an order is cancelled by Beds4U, any payments received for the affected products will be refunded.

Cancellation by Customer

You may request a cancellation by contacting the store listed on your Order Confirmation during trading hours before dispatch confirmation has been issued.

Once an order has been dispatched or custom manufactured, cancellation requests may no longer be accepted.

If the order has already shipped, you may be required to:

  • Refuse delivery; or

  • Return the product(s) to Beds4U

before any applicable refund can be processed in accordance with this policy.

Delivery Information

Delivery dates are estimates only and may be affected by circumstances outside Beds4U’s reasonable control.

Customers should ensure that products will fit through all access areas prior to purchase. Additional charges may apply if delivery cannot be completed due to access restrictions or customer unavailability.

Consumer Rights

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.