Returns Policy

Online Refunds, Returns and Exchanges

Last Updated : 29th July, 2016, Version 1.1


PK Furniture aims to make your online purchasing experience as easy as possible. We know that occasionally an item is not right, or does not quite look as you imagined in the room, just let us know and we will do what we can to assist. 

 

30 Day Satisfaction Guarantee

 

Return in the original packaging

Yes, 30 Days!  PK Furniture wants you to love your new furniture.  If you find it doesn't fit (or doesn’t match) contact us as soon as possible.  We do have to place some limitations on our returns policy, but we think they are reasonable:  

Our products are well packaged for shipping purposes. Without the original packaging, we will not be able to accept your return.

Exceptions: there are no refunds or returns on custom, special orders and mattresses.

Delivery and Pick Up Charges Deducted 

 

Refund process 

If the goods have not been delivered, we will refund you or exchange for goods of equivalent value at no charge.

If the goods have been delivered and you contact us within 30 days of delivery, we will happily exchange your goods for goods of equivalent value.   You will be responsible for all transportation costs, but we will do all we can to minimise those costs.  If you would prefer a refund, we will arrange this for you, less the cost of delivery and pick up. 

  Please contact our customer service to get a return authorisation. We will dispatch a carrier to pick up your goods and ship it back to our store.  We will inspect the returned item within 72 hours of receiving it to ensure it is in like new condition. We will then process your request and issue a credit via the same payment method you used for purchase.

Like new condition

 

Custom Orders and Additional Services

And please remember, exchanges or returns are only available where the product is returned in a like new condition.  Products that have scratches, stains, damages, drilling or any other modifications will not be returnable   Please note that custom orders and additional service fees paid are non-refundable.  This includes fees paid for upstairs delivery, for assembly service and for delivery and pick-ups beyond our standard shipping zone.

 

We are serious about our Return Policy because we want you to be happy with your purchase.  And, if you're not happy, we want to make it easy to get a refund or replacement.  We do this because we would want this if we were in your position. The 30 day Satisfaction Guarantee applies only to purchases made on our website to ensure you can buy confidently. For purchases made from one of our stores, please contact the store you purchased from.

 

Damaged Items  

We endeavour to deliver all our furniture to our customers in good condition.  It is disappointing for you and also for us when occasionally things go wrong.  If your order has arrived damaged, you have the right to the following options:

Keep the goods

 

Reject the goods

Please email us (info@pkfurniture.co.nz) or call 0800 PK HELP.  The PK Furniture customer service team will complete an incident report form (if appropriate) to record the problem.  They will also ask you to take photographs to accompany the paperwork.

The Incident Report form will be logged against your order number, and assessed for necessary further action.

Our customer service team will then contact you within 48 hours to arrange a technician to visit and repair the furniture to manufacturing standards, generally within 7 days.  If he/she is unable to resolve the matter on the first visit and parts are required, we will endeavour to source them as quickly as possible.

In the event that a repair cannot be made, we will replace the furniture, or give a full refund including any delivery charges (where applicable).  The goods that are deemed faulty will be returned back to PK Furniture, and must be in our possession before payment is refunded.

Alternatively, you may elect to retain the damaged goods and obtain a reduction in value of these goods agreed upon with the company.

  Our delivery contractors will complete an Incident Report immediately and ask you to sign on it.  The Incident Report form will then be returned to our head office. It will be logged against your order number. Our customer service team will contact you within 48 hours to arrange a second delivery for you.