Change of Mind Policy
As At October 2023
For homewares products
- purchased online; or
- purchased in-store and collected and paid for at the time of purchase; however
- excluding products listed below as ‘excluded products’;
in addition to the remedies available under the Freedom Warranty and applicable statute (including the Consumer Guarantees Act 1993 and the Fair Trading Act 1986 (‘New Zealand Consumer Law’)), if you change your mind you may return the product within 30 days of the date of (i) purchase, for instore purchases, or (ii) delivery, for online purchases for a refund or exchange provided that the product is:
- returned in its original condition;
- in its original unopened and sealed packaging; and
- accompanied by proof of purchase (the sales receipt or another acceptable form of proof of purchase).
Excluded products are:
- upholstered and furniture products;
- mattresses;
- clearance products;
- products sold as seconds, floorstock, repaired products, or products that have a defect where this has been drawn to the customer’s attention before the purchase of the product; and
- made to order products – products which are made to individual customer
specifications, including custom made furniture products, or custom fabric
products, which have to be ordered specifically for a customer.
Online products - Products purchased online can be returned to any Freedom store, New Zealand wide in accordance with this policy. To find your local store, please visit https://www.freedomfurniture.co.nz/store-finder/country/NZ.
Items posted to Freedom are at the customer’s cost and risk, and Freedom will not refund customers for any products that it does not receive, or that it receives which are broken or damaged. Please make sure you appropriately pack any items before posting these to Freedom.
Except as set out above, Freedom will not provide a refund or exchange, or cancel a product which has been ordered if you simply change your mind, unless Freedom chooses to do so in our discretion.
If Freedom does choose to provide a refund or exchange (or cancel an order) simply due to change of mind, we may ask you to pay a reasonable cancellation charge to us (for example, to cover reasonable storage fees and any mark down on products). We will inform you in advance of the amount of that charge, and you may choose whether or not to proceed with the refund, exchange or cancellation. If you do proceed:
- we will reduce any refund payable to you in the amount of the cancellation charge; or
- if the cancellation charge is more than what you have already paid, we will issue you with an invoice for that amount.
Mattresses
In addition for mattress changes of mind, please see our 120 Night Comfort Promise.
New Zealand Consumer Law: If you are a consumer under New Zealand Consumer Law, you have certain rights, including under the consumer guarantees. Nothing in this policy limits, excludes or modifies any rights you have that cannot lawfully be limited, excluded or modified.
If you have a concern about an item you purchase at Freedom, please visit our full standard terms and conditions of purchase at Freedom’s Customer Terms & Conditions. Alternatively, you can submit a query at https://freedom-nz.zendesk.com/hc/en-us.