Refund policy

Returns & Refund Policy

Return Eligibility

We offer a 14-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return:

  • Items must be unused, unassembled, and in the same condition as received

  • Items must be returned with original packaging, tags, and accessories

  • A valid receipt or proof of purchase is required

To initiate a return, please contact us at info@profurniture.co.nz.
Approved returns must be sent to:
9 Michelle Road, Wigram, Christchurch 8014

Important Notice – Non-quality Related Returns

For returns or exchanges not caused by product defects or incorrect items supplied, please note:

  • Assembly fees, delivery fees, handling fees, and any upstairs or downstairs carrying fees are non-refundable

  • Customers are responsible for returning the goods to our warehouse at their own cost

  • If a pickup service is requested, pickup fees will be charged to the customer

Refund Policy

Please choose products carefully before purchase.
Refunds are not normally provided for change of mind or incorrect purchase selections.

Refund Conditions

  • Refunds (if approved) will be processed to the original payment method or issued as store credit

  • Sale items and gift cards are non-refundable

Refund Timing & Restocking Fees

  • Within 24 hours of purchase (before dispatch, non-custom items):
    Full refund or store credit available

  • After 24 hours but before delivery:
    A 10% restocking fee will apply

  • Within 72 hours after delivery (items unopened, original packaging):
    A 10% restocking fee applies

  • Within 72 hours after delivery (items opened, assembled, or used):
    A 25% restocking fee applies

All delivery, assembly, handling, and transportation-related fees are non-refundable under any circumstances unless the return is due to a product fault or incorrect item supplied.

Exchanges

  • Exchange requests made 48 hours before dispatch (excluding custom orders) incur no restocking fee (price differences apply)

  • Exchange requests made after dispatch:

    • Unopened items: 10% restocking fee + re-delivery and service charges

    • Opened or assembled items: 25% restocking fee + disassembly, handling, and transport costs

Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned or exchanged once opened or used:

  • Mattresses

  • Mattress toppers and protectors

  • Pillows

  • Bed linen

Sale items and gift cards are also non-returnable.

FAQs

New Zealand Standard Bed Frame Sizes

Single bed frames are most typically used for children’s rooms and guest rooms. The King Single bed frames are ideal for single people who want a little extra sleeping space.

Double bed frames are ideal for couples with a room is not big enough for a queen/king-size bed frame.

Queen-size bed frames are ideal for couples with a standard bedroom.

King Size bed frames are the next size up offering another bit of extra space for couples .

Super king bed frames are the largest size available. Perfect for couples who need more space than the standard bed.

  How long does assembly take for a bed frame?

Typically 15-45 minutes to assemble a bed frame. All Profurniture frames include:

✓ Free hand Tools

✓Free instructions

✓ Numbered parts

Does the bed frame product require assembly?

Yes, all of our bed frames comes in flat packed boxes and require home assembly with included instructions and tools.

Do you offer professional assembly service?

🔧 "Yes! We provide in-home assembly service for most areas across the South Island.
Service availability depends on your exact address and the specific product.
Typically, our team will assemble your item during delivery for a seamless
experience."

Key Details:

✓ Service Areas: Covering major South Island locations (Christchurch, Dunedin,
Queenstown, etc.)

✓ How It Works: Assembly is performed by our delivery team at the time of
installation

✓ Pricing: Varies by product complexity - contact us for a custom quote

📧
*"Email us with your below details: sales@profurniture.co.nz

Delivery address

Product name/model

Preferred installation date

We’ll respond within 24 hours with service options!

What if I order the wrong size or it doesn’t fit?

A situation like this may occur. When your newly purchased sofa bed NZ doesn't fit properly, contact us immediately. We maintain a return policy which allows us to help customers through exchange or refund options depending on their specific cases.