Terms of service

By using our website and by placing orders in our store in New Zealand and Australia or on the website you are agreeing to be legally bound by the following terms and conditions. You may not access our website, use our website, or place orders if you do not wish to be bound by said terms and conditions.

These terms and conditions are related to sales made in-store, over the phone, Internet and via Emails with Oak Furniture Store New Zealand. The contract we make online with you has these terms and conditions within it. This contract prevails over the proposed terms and conditions suggested by you. 

• Wooden Furniture: 2-year warranty from the date of purchase.
• Sofas: 5-year warranty from the date of purchase.
• NZ-Made Mattresses: 10-year warranty from the date of purchase.
• Clearance Items: 1-year warranty from the date of purchase.

• Normal wear and tear.
• Damage resulting from accidents, misuse, or neglect.
• Defects caused by the natural characteristics of the material used (such as wood grain or slight variations in color).
• Products used for commercial purposes.

PRODUCT SPECIFICATIONS

1. We have a policy of development and therefore reserve the right, about future sales, to adapt goods or products, without having to give notice. This includes making changes to either ornamental detailing or adjustments to sizes on items.
2. All Our furniture is made from natural wood and accordingly appearances may vary. Some wood will mellow with age and exposure to sunlight. Products displayed or advertised may differ from those supplied. Unless otherwise agreed with you, the product you are supplied with will be of equal appearance, functionality and value.
   
3. The appearance of solid wooden furniture may vary as it is made from natural wood. Wood color may mellow differently from the parts exposed to sunlight and age to the parts with no sunlight or a covered environment. Our furniture is constructed using handcrafted techniques such as distressing. This is intentional and makes each item of furniture individual. The degrees of distressing which can be found in our genuine rustic designs include wood filling, knots, wood splits, antiquing, distress or scratch marks. Some filler will be used on oak furniture. This is a usual part of the process.
4. The Solid Wooden furniture is made completely of solid wood pieces including hardwood or softwood with NO MDF, Chipboard or any other artificial material. The solid wood pieces are laminated together to become boards to make solid wooden furniture, any parts of the Solid wooden furniture are not necessarily to be an original whole piece of wood slab. 
5. The visible surface and structure of every piece of our hardwood furniture including cabinets, bed frames and external framed sofas are manufactured in solid hardwood,  softwoods are used for auxiliary material such as tongue-grooved backing boards, internal drawer panels, bedding, sofa slats. 
6. Solid wooden furniture shows all the knots, textures and variations from the original wood — and those unique features go into the final product. Each piece is special, with slight variations, even if the furniture follows the same specifications.
7. Oak Furniture Store New Zealand is selecting FSC-approved highest quality hardwood timber through meticulous control of raw material grades, most color variations and natural knots have been effectively reduced into the final product. However, it's important to note that minor color variations, knots, tiger stripes, black lines, and other inherent characteristics on solid wood are natural, they are neither impossible to completely remove nor should not be removed to keep the natural character of the solid furniture piece. In case of below timber effectiveness, a buyer should NOT treat it as a quality issue. 
8. Leather products may not be uniform as they are made from only the finest hides which may vary in color or texture. The hides will show scars and natural marks.
9. On certain occasions, an item may require assembly at home, in order to protect them during carriage. Most products are sold fully assembled.
10. Some of our wooden furniture products may have built-in electrical parts for low-voltage use such as small night lights or USB ports. A three-pin wall plug converter may be required for NZ consumers at their own expense. 
11. We aim to show the color of the products displayed on our website as accurately as possible. We cannot guarantee 100% accuracy of the photographs or pictures, however. Monitor settings, batching and other conditions may affect the colors of the item in the picture.
12. On the website, you may occasionally see a clearance range, which is on a specifically marked section of the site. The items within this range will be from a discounted or clearance range of stock. This stock is however new and boxed. The items are sold in seconds. They may have scratches, knocks or other defects as they may have been overhandled. The price for which they are put up for sale has this taken into consideration.
13. Most Oak Furniture products require no home assembly. Designers will however decide that some products will need a minimal home assembly. This will aid delivery or avoid causing damage to the items. Any products which do require minimal home assembly will be identified as such and clearly described as needing this.

Oak Furniture Store accepts no liability for costs incurred by you through incorrect measurements or insufficient information supplied, or any minor alterations we make. If you wish to ensure you are fully aware of any alterations we may or may not have made, please call us or email us ahead of ordering.

MEASUREMENTS

1. If you supply us with incomplete or incorrect information we will not accept liability for any resulting extra costs incurred. If we make minor alterations we will accept no liability for any costs incurred as a result. Please call or email ahead of ordering if you feel a small change in the size of the item will render the item not suited to your requirements.
2. Please note that all and any dimensions specified by Oak Furniture Store are only approximate.

 PRICES 

1. Prices online & in-store include GST, if appropriate, at the current rate. All prices are subject to promotional discounts or offers.
2. We will deliver the products to you on weekdays, to your home address. Should you live in Urban New Zealand, the delivery charge will be given a quote according to the different locations across NZ by two-man and one-man deliveries. We will contact you in advance to arrange a delivery date.
3. Prices stated on the website are not transferable to sales elsewhere or through other means, they are only for online promotions and purchases.
4. Prices of online promotion items are valid until midnight on the day the promotion expires.
5. If we indicate to you that a price displayed was displayed in error, we will not honor the said price.
6. The best price guarantee policy only promises to beat any competitor's price in New Zealand, Australian markets only, it does not beat OFS's own promotion programs. 

 PAYMENT

1. At the time the order is placed, you need to pay by credit, debit card or bank deposit. The price of the product is the price at the time and date the order is made. You guarantee that the payment details you provide are correct. Oak Furniture Store New Zealand reserves the right to secure validation of your details before placing an order.
2. Payment must be made in full when the order is placed.
3. The contract is deemed as complete when all of the following steps have been taken
1. We receive a valid debit card payment or credit card charge
2. your online order is accepted by us
3. we send you confirmation of receipt of the order in the form of an email
4. the goods are dispatched to you.
4. We have the right to refuse any orders placed by you.
5. A consumer finance option may be available. Should you require this service please contact our customer services team.
6. We have the right to cancel your order for in stocked items, any order until such time as we have sent the delivery confirmation email.
7. Order cancellation is NOT accepted for Pre-Ordering program items, clearance items.
   

 DELIVERY & SELF COLLECTION

1. Self Collection is only available in the cities we have a distribution center in New Zealand and Australia, please inquire if you are unsure. 
2. The selling price online are customs tax and GST inclusive. 
   
3. A notification of the order is ready for pick up would be sent to you by email once your order is prepared. Most commonly a pick up order would be ready in 5 to 10 working days, please expect longer time during the busy selling season such as Christmas, or Black Friday. Please get in touch with us by email to confirm your order is ready for collection before attending if you wish to pick up an order without an e mail notification. 
4. We are working with few transport service providers in both New Zealand and Australia, their domestic delivery team will be in touch with you by phone call once your order arrived at your local depot. Please allow an extra 3 to 5 working days for your local carriers to attend your address.
5. If you have a permanent NZ & AU urban address, we are able to deliver online orders to you. If you do not have this, we are unable to deliver online orders to you. We need to do a manual quotation for all RD addresses, please inquire through the email sales@oakfurniturestore.co.nz & sales@oakfurniturestore.com.au.

6. Should you be unable to take the delivery on the arranged date, please inform the carrier service at least 48 hours in advance. This is so that another date can be arranged. On the newly arranged date, return charges will apply if the carriers can then not access the place of delivery. In some situation, your accessibility is limited, if the delivery service on site takes longer than 15 minutes to carry the item upstairs and place it, additional onsite time charges may apply. These are billed at $180+/hr, with the first 15 minutes excluded.

7. If at the time of attempted delivery, you are not available, It is then your responsibility to contact the carriers and arrange redelivery. If more than 48 hours are left the furniture may then be returned to Oak Furniture Store's depot and return charges will apply to you. The return charge will also apply if on delivery there is no safe way to access the property.

8. Any changes we or you make to an existing order will impact when it is delivered. The originally confirmed delivery date may therefore not be attainable. If this is the case we will provide you with a new delivery date as quickly as possible.
9. The responsibility for providing an adequate and safe way to access the place of delivery from the public ways is yours. Should the delivery staff or carriers deem the route unsafe then they will refuse delivery until it is made safe, In some cases, the delivery may need third-party involvement or special machinery equipment for lifting, the extra cost involved will be paid by you. If the second delivery needs to be arranged due to the inaccessible place of delivery, an extra delivery service charge and storage charge may occur. Items are usually delivered using a 7.5-tonne truck. Please ensure that your property is furniture accessible.
10. We are not liable for loss or damage due to delay due to unforeseen circumstances or reasonable delay, outside of Oak Furniture Store’ reasonable control. Carriers will not offer Saturday drops or timed drops. Should you receive an item as damaged, please email us with the photos so that we can put the problem right as soon as we can.
11. Please email us first rather than instruct a carrier to arrange to exchange the goods. It is essential that you inform us of the damage within 24 hours. It is essential that we have proof of the damage in order to refund, exchange or facilitate allowance. This proof needs to be in photographic form. Please note: If an item is delivered via parcel service please inspect the external packaging for obvious signs of damage. Any signs of damage should be signed for as damaged at the time of the delivery. Failure to do so may slow the exchange procedure.
12. A mattress ‘only’ order will be dispatched to the carrier within 14 working days. Should you choose to have items delivered to a third-party carrier, we do not accept responsibility or liability for damage to the goods. When you use your own third-party carrier, the risk involved in the forwarding delivery is your own. If you order multiple items, we will give you a dispatch date worked out based on the longest lead time. Should multiple orders be placed to be delivered to the same address, the items will be grouped and the dispatch date will again be worked out based on the longest lead time.
13. Please expect an estimated extra 8 to 12 Weeks for the Pre-Order Special items. If an order contains an item in the Pre-Order Special program, the delivery time automatically will default to PO items together. Please email our customer service if you wish to separate the deliveries for your order of POs and other in-stocked items.
14. Shipping quote applies to a single shipment only. If the order includes multiple products, the shipment will be scheduled based on the latest estimated arrival date of the products.
15. National Delivery Quote for Single Shipment
    The national delivery quote provided is for a single shipment. If multiple deliveries are required, please place separate orders based on the stock availability. If you require items with different estimated arrival times (ETA) to be shipped separately, we recommend placing separate orders based on the availability dates. This allows us to prioritize in-stock items for immediate dispatch.
16. All promotional activities exclude shipping fees, which are charged separately.
17. Free delivery is calculated per order, and only orders exceeding $4000 qualify for this offer. Combining multiple orders to reach the $4000 threshold is not permitted.

Safety Access

If there is no safe way to access the property and we are therefore unable to deliver, we reserve the right to cancel your order and then refund payments, subject to our policy on returns.

1. The one and two-man delivery service: Should you be unable to take the delivery on the arranged date, please inform the carrier service at least 48 hours in advance. This is so that another date can be arranged. On the newly arranged date, return charges will apply if the carriers can then not access the place of delivery.

The parcel carrier service

If at the time of attempted delivery, you are not available, a card with details of the delivery will be left at the place of delivery. It is then your responsibility to contact the carriers and arrange redelivery. If more than 48 hours are left the furniture may then be returned to Oak Furniture Store and return charges will apply to you. The return charge will also apply if on delivery there is no safe way to access the property.

1. We are not liable for loss or damage due to delay due to unforeseen circumstances or reasonable delay, outside of Oak Furniture Store’ reasonable control. Carriers will not offer Saturday drops or timed drops.
2. Should you receive an item as damaged, please email us with photos so that we can put the problem right as soon as we can. Please call or email us rather than instruct a carrier to arrange to exchange the goods. It is essential that you inform us of the damage within 24 hours.

Proof of Delivery

It is essential that we have proof of the damage in order to refund, exchange or facilitate allowance. This proof needs to be in photographic form. Please note: If an item is delivered via parcel service please inspect the external packaging for obvious signs of damage. Any signs of damage should be signed for as damaged at the time of the delivery. Failure to do so may slow or fail the exchange procedure.

 Others

1. A mattress ‘only’ order will be dispatched by courier within 14 working days.
2. Should you choose to have items delivered to a third-party carrier, we do not accept responsibility or liability for damage to the goods. When you use your own third-party carrier, the risk involved in the forwarding delivery is your own.
3. If you order multiple items, we will give you a dispatch date worked out based on the longest lead time. Should multiple orders be placed to be delivered to the same address, the items will be grouped and the dispatch date will again be worked out based on the longest lead time.

REFUNDS, RETURNS AND RIGHT OF CANCELLATION

Due to the size, professional packaging, and value of solid hardwood furniture. We are unable to accept cancellation or provide a refund for cost free the reasons of changing personal circumstances, changing your mind, or an inaccessible place of delivery after purchase. In some cases, we may accept a return request, if we accept your return, a 15% restocking service charge of the order value and the returning freight cost will apply. However, if the goods are manufactured faulty, you have 5 working days from delivery (the date on which you receive the items) in which to claim your order for replacement or repair. If you wish to do so, you need to email us within 5 working days from delivery. If any return or exchange is accepted by us, it must be in the same condition as received. If the carriers or you open the box to look at the product, please ensure that you do not damage the packaging, box or the product. Please ensure that you re-package the items. All original packaging must be returned with the item. 

We have a helpful and friendly customer service team on hand to help you with any matters of this nature. Our online customer service is available via email from 9:30 AM to 5:00 PM, Monday to Saturday.

Returns and Refunds Enquiries:

If you have received an item that is faulty or damaged, call us or email us within 24 hours of finding out about the damage. We will need to see a few pictures of the damage, taken with a digital camera and then emailed to us. No returns are accepted for goods sold as clearance items.

Please wait to receive authorization from us before returning an item. Said authorization will be valid for 7 days from the delivery date of the item in question.

Refunds:

For a refund to be made, a full inspection of the item/items needs to be made by our Returns department, to check for correct product return and completeness. If we receive an item back as NEW and unused the full amount less the Re-Stocking charge will be refunded to you. This does not include mattresses. On very rare occasions, you may find that doors or drawers are swollen due to extreme climate changes. Please do not refuse the item or return the item if this is so. Such swelling tends to reduce within 5 days. There will be rare occasions where the timber will not settle, in which case you will need to shave or sand a small amount from the side of the door or the bottom of the drawer front. A small amount of furniture wax will protect the furniture in the area where the adjustment has been made. Less than 0.1% of our furniture items are affected by the process of timber movement. However, customers must be aware that you are purchasing natural wooden furniture when you buy from Oak Furniture Store New Zealand and hence there is a small chance that timber movement may occur during shipping. Therefore, stiff doors or stiff drawers are not deemed defective or faulty. You are purchasing our goods on the understanding that any simple adjustments deemed necessary by the unlikely event of timber movement will be undertaken by the customer and will be paid for by the customer.

To prevent any disputes from occurring please ensure that you go over these points with your local specialist.

If for any reason you cannot facilitate the collection of goods on the confirmed date which has been arranged, please inform the carriers at least one full working day ahead of the scheduled collection time. This is so that an alternative date can be arranged. Should the carriers be unable to access the items scheduled for return on the date agreed, return charges will be applied to the customer.

1. After the 5-day return period has expired, we are unable to accept any items purchased which have been returned unless they are faulty.
2. In the unlikely event that we deliver damaged or incorrect goods to you, or if you find a defect in the goods for which you need to be compensated, please inform us within 5 days of the date that you receive the goods. Please either call or email us. Please ensure to keep the items in sellable condition and keep the packaging in the same condition that it was provided in.

If we find it impractical to offer to you a replacement, redelivery, or a re-selection of any faulty or damaged items, Oak Furniture Store New Zealand reserves the right to offer to the customer an allowance. This allowance is against a repair or refund. If you return a non-faulty item, we will charge you for the return. Please see the return charges for information.

1. Should the customer or a third party attempt to carry out repairs on the goods, we will not be liable for the resulting loss or damage.
2. If you purchase our furniture and make any modifications, it will no longer be eligible for return or exchange. This includes drilling, cutting holes, painting, trimming legs, or any other alterations, as well as any resulting damage to the wood caused by such modifications.
3. If an alternative courier service is used (outside of Oak Furniture Store's standard service) and paid for by the customer, the refund will not include the delivery charge.
4. If you decide to cancel the order after it has been dispatched, but we have been unable to deliver the item due to events beyond our control (including floods, Acts of God, or weather conditions), the customer will remain liable for the return delivery charge.

If you decide to cancel the order after it has been dispatched, but we have been unable to deliver the item due to events beyond our control (including floods, Acts of God, or weather conditions), the customer will remain liable for the return delivery charge.

No return or exchange will be issued under the sales category of End of Line Clearance Sales, Defect Clearance Sales for both online and in-store, Pre-Order Special Program, and orders placed from outside New Zealand.  

GUARANTEES AND CLAIMS UNDER GUARANTEE

1. Warranty Oak Furniture Store New Zealand guarantees to repair or replace any product with a manufacturing or material defect of wooden furniture for a period of two years, ten years for the NZ-made Mattress and sofas and one year for the products sold as 'clearance' items from date of purchase. This is provided that the defect is not a result of normal wear and tear, physical damages or a natural characteristic of the material used. The warranty does not cover products used for commercial purposes. 
        
2. Care & Maintenance Oak Furniture Store takes great care to manufacture high-quality furniture. Just a little care and attention are needed to keep them looking their best. When choosing your furniture, please be aware of the environment it will be used in. Direct sunlight, heat sources, pets, humidity, etc. can all affect the performance and longevity of furniture. Selecting the right materials for the right setting will ensure yours is up to the challenge.

3. In General Common sense goes a long way. Lift furniture, don’t drag it. Avoid unnecessary sun exposure. Don’t sit on the arms or back of lounge suites or tip back on dining chairs. Use floor protectors on underneath of furniture (e.g. tables and chairs) to minimize floor marking. Use coasters and placemats to protect surfaces from heat and moisture, water or any chemical products. 

   a. Fabric Vacuum fabrics on a weekly basis using a soft brush nozzle to remove dust and dirt that can act as abrasives on the fabric fibers. Treat spills and stains as soon as possible and follow the upholstery care instructions label attached to the furniture. Contact a specialist fabric cleaner for professional cleaning when needed. Protect fabric from direct sunlight to prevent color fading. 

   b. Polyurethane (PU) Fabric As with fabric and leather dust PU regularly with a soft cloth. Wipe up spills immediately by blotting with a cloth. If needed dampen a cloth with a weak solution of mild soap, liquid hand wash or fabric soap. Wipe down the surface and then dry. DO NOT use detergent or other cleaners. Protect from sunlight and direct heat sources. 

   c. Outdoor Cushions Where possible rotate and plump loose-fill cushions (fiber fill, kapok, down, foam chip etc.) regularly for even wear. It is normal for cushion fillings to settle and seat foams to soften over time. Loose covers are designed for a relaxed look and feel, and therefore it is natural for there to be some movement. Scatter cushion inserts can be invigorated by laying them out in the sun to air. Make sure to use the Rain/UV cover for the protection of your outdoor furniture and cushion fabrics, as the rain and UV can cause any fabric serious color fade! 

   d. Outdoor PE Rattan Wicker Although synthetic rattan material is designed for use in an outdoor environment, they still need your good care of it. The PE Rattan Wicker is made of plastic material, which can be melted under a certain degree of temperature. Under the NZ special UV environment, The direct sunlight on metal material can be over 100 degrees in the hot summertime, which is hot enough to break the PE rattan, so we strongly recommend the outdoor furniture not to be positioned under direct sun lighting during the summertime for over few months, it is always good to be positioned under a garden shade or use a cover when not in use. 

   d. Timber Regularly wipes down timber with a damp cloth to remove dust and dirt and towel dry. Our timber care products are highly recommended on wax or lacquer-finished timber. Do not wet down or leave spills sitting on timber surfaces. Avoid contact with liquids, heat and any chemical products. Abrasive cleaning products are not recommended. Keep out of direct or reflective sunlight. If the furniture is in direct sunlight timber will gradually change color; move items like vases around to prevent marks from developing. 

   e. Lacquer Wipe up spills with a damp dry cloth straight away, any chemical cleaning liquids are strictly prohibited. When cleaning make sure to use a non-abrasive cloth. Do not rub at the surface as this can cause scratching. Only use our recommended cleaning and waxing products for maintenance and protection purposes.

   If you receive an incorrect or defective item, we will arrange its replacement or repair, free of charge. If a replacement is not available, or if circumstances are such that a replacement is not practical, the item will be replaced with a part that is the closest match to it. Alternatively, an allowance may be made in order for the customer to have a local repair carried out. We will send out a technician to repair any furniture where the customer claims that there is a merchandising issue. Technicians chosen are experts and can, therefore, identify the origin of any issues. We, therefore, reserve the right to ensure that a technician chooses us to repair the item. This is to ensure that the customer has goods that are ultimately fit for their purpose. We are not liable for any indirect or direct loss of profits, or any other type of financial damage or loss which arises from damaged, wrongly delivered or defective products over and above the value of the items in question. This does not affect your statutory rights.

SITE CONTENT AND DISCLAIMERS

1. We make every effort to ensure that our website is completely accurate. Some details or prices shown on the website, however, may change. Errors may occur. We will endeavour to rectify any errors. We cannot be held responsible for any losses which are incurred by the errors.
2. We exclude all warranties, either implied or expressed, regarding the accuracy of the information on our website or any associated materials, to the maximum extent legally allowed. We do not accept liability for the content of any material placed or contained on the website nor for the result of any reliance or use of any information on our website.
3. This site is owned and operated by Pacific Furnishings Ltd T/A Oak Furniture Store New Zealand.

PROMOTIONS & SPECIALS

Member Rewards Program:

• Valid for 180 days from the effective purchase date.
• Non-refundable and cannot be redeemed for cash.
• Orders originally paid using store credit will be refunded in the form of store credit before any other refund method is considered.
• Can be received for online purchases only.
• May not be used in conjunction with other promotions unless specified.

Gift Card:

• Valid for 180 days from the effective purchase date.
• Non-refundable and cannot be redeemed for cash.
• Orders paid with a gift card are not eligible for cash refunds.
• Can be used for online purchases only.
• Lost or stolen gift cards will not be replaced.
• Cannot be used to purchase other gift cards.
• May not be used in conjunction with other promotions unless specified.