Refunds and returns

Last updated 29 August 2026.

Two separate things are described on this page and it is worth keeping them apart. The first is your guarantees under the Consumer Guarantees Act 1993, which we cannot limit. The second is our own 30-day returns policy, which we offer voluntarily because New Zealand law does not require it.

Your consumer guarantees

Our goods come with guarantees under the Consumer Guarantees Act 1993 that cannot be contracted out of for consumer purchases. Goods must be of acceptable quality, fit for the purpose we describe them for, and match their description.

If something fails to meet one of those guarantees, you are entitled to have the failure remedied. Where the failure is substantial, you may reject the goods and choose a replacement or a refund, and you may also be entitled to damages for reasonably foreseeable loss. Where the failure is minor we may repair it within a reasonable time. In either case we pay the return postage, and nothing anywhere on this site limits any of it.

Tell us as soon as you can. Email theteam@customersupport.care with your order number, what is wrong and a photograph if the problem is visible.

Our 30-day returns policy

New Zealand gives no general statutory cooling-off period for an ordinary online purchase, so what follows is our own policy rather than a right you have in law. We would rather say that plainly than let you believe otherwise.

If for any reason you are not completely satisfied, you have 30 days from the date of delivery to return your set: a question of fit, colour, or simply a change of direction in your interior design. To be eligible:

• the set is unused, unwashed and in its original packaging
• all original pieces are present (all 7 items in the set)
• you have proof of purchase (the order confirmation email)

There is no handling charge. On a change of mind return you pay the postage to send the set back. We cover return shipping for items that are defective, damaged in transit, or incorrectly sent.

Damaged or defective on arrival

If your order arrives damaged or defective, contact us within 48 hours of delivery at theteam@customersupport.care with your order number and photos of the damage. We will arrange a replacement or a full refund at no cost to you. This is never a change of mind return: there is no postage to pay and no conditions beyond showing us the problem.

How a return works

1. Email theteam@customersupport.care within 30 days of delivery with your order number and the reason for the return.
2. Our team responds within 2 business days with a return authorisation and instructions. Do not send anything back before you have that reply.
3. Repack the set securely and ship it to the address provided.
4. Once received and inspected, your refund is processed within 5 business days.

Refund timing

Refunds are issued to the original payment method used at checkout via Stripe. Allow 3 to 5 business days for the refund to appear in your account after processing. If you have not received your refund after 7 business days, check with your bank first, as processing times vary by institution, and then contact us.

If we cannot sort it out

Say so in the same email thread and it goes to someone else rather than back into the queue. If you are still not satisfied, you can contact the Commerce Commission (comcom.govt.nz). Nothing on this page affects your right to do that.

Who you are dealing with

Luxury Bedding, a division of BuyFactory Direct Pty Ltd, ABN 30 656 628 938, 2611/188 Quay Street, Auckland 1010, New Zealand. Email theteam@customersupport.care.