Return Policy
Warranty Claims
- We offer a 1-year manufacturer warranty on all products from the date of purchase.
- For faulty, damaged, or incorrect items, notify us within 48 hours of receiving the product.
- Provide supporting evidence of the issue.
- Return the item in its original packaging and condition.
Change of Mind Returns
- A 10% restocking fee applies to returns due to change of mind.
- Shipping costs are not refunded.
- Customers are responsible for returning the item to our store.
Special Orders and Pre-orders
- A 25% restocking fee applies to returns of special orders and pre-orders.
- Customised bookcases have a 25% restocking fee as they are made to order for your specific needs.
Non-Refundable Items
- Customised or altered units are not eligible for refunds.
- No refunds on clearance items, secondhand items, or factory seconds.
Return Process
- Return requests must be submitted within 7 days from the date of product supply.
- Returns require our express written approval.
- Returned products must be delivered to us at your expense in original condition.
Delivery Issues and Damage Claims
- Ensure furniture will fit through doorways, lift access, and entranceways before ordering.
- Additional delivery fees may apply if delivery fails due to limited access.
- Do not sign for delivery if you suspect damage or are uncertain about the condition of the item.
- Inspect all delivered items immediately upon receipt.
- Claims for product damage must be made within 48 hours of receiving the product.
- To make a claim, we require:
- A photo of the entire product
- Close-up photos of the damaged part
- Photos of the damaged packaging
- Do not discard original packaging until the claim is resolved.
Important Notes on Damage Claims:
- We conduct thorough quality checks before dispatch to ensure products are in good condition.
- Delayed reporting may compromise evidence and affect our ability to process claims with the delivery company.
- We cannot accept claims based on reasons such as:
- "I was away and we just opened and found the damage"
- "We were doing renovation and didn't open till today and found damage"
- Timely inspection and reporting are crucial for valid claims and to ensure we can assist you effectively.
For any questions or concerns regarding returns or damage claims, please contact us at 09 444 0852 or send us an email support@catchers.co.nz