Refund policy

Returns Policy

Return Window

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

Eligibility

To be eligible for a return, your item must be in the same condition that you received it — unused, with tags attached, and in its original packaging.
Please retain your e-receipt or proof of purchase for verification.

How to Start a Return

To initiate a return, contact us at info@creativeupholsterynz.co.nz.
If your return is approved, we’ll provide return instructions and a shipping label.

Return address:
Creative Upholstery – Returns
Unit 4 / 67 Keeling Road
Henderson, Auckland 0612
New Zealand

Items sent back without first requesting a return will not be accepted.

Fees

Approved returns will incur a Return Shipping Fee and a Restocking Fee, which are deducted from your refund.
These fees do not apply in cases covered by the Consumer Guarantees Act (1993).

Damages & Issues

Please inspect your order upon arrival and contact us immediately if the item is defective, damaged, or incorrect.
Email info@creativeupholsterynz.co.nz with your order number and photos so our team can review the issue and work toward a prompt solution.

Exceptions / Non-Returnable Items

Certain items cannot be returned, including:

  • Custom or made-to-order products (e.g., Bespoke Cushions and other specialised or personalised items)

  • Sale items

  • Gift cards

  • Hazardous materials, flammable liquids, or gases

If you’re unsure whether your item qualifies, please contact us before purchasing.

Exchanges

The quickest way to receive your preferred item is to return the original (once approved) and place a new order.

Refunds

Once your return is received and inspected, we’ll notify you of approval or denial.
If approved, your refund will be issued to your original payment method within 10 business days.
Please allow additional time for your bank or card provider to post the refund.

If more than 15 business days have passed since approval, contact info@creativeupholsterynz.co.nz for assistance.