Our delivery schedule is currently experiencing a delay due to the high-volume orders in processing after the COVID-19 and slow port processing for international ocean freight, we are still able to deliver most of the orders within current leading time in 2 to 4weeks, we will be in touch if anything longer than this time frame! We are apologized for the delay!
By using our website and by placing orders in our store in NZ or on the website you are agreeing to be legally bound by the following terms and conditions. You may not access our website, or 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 Emails with Oak Furniture Store & Sofas. The contract we make online with you has these terms and conditions within it. This contract prevails over proposed terms and conditions suggested by you.
Oak Furniture Store & Sofas 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.
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 to refund payments, subject to our policy on returns.
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 is left the furniture may then be returned to Oak Furniture Store & Sofas 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.
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.
REFUNDS, RETURNS AND RIGHT OF CANCELLATION
We do not provide a refund for the reasons such as changing your mind, the change of your personal situation or inaccessible place of delivery after purchase. In some cases, if we accept your return, a return charge of 15% of the order value will apply if a customer cancels. However, if the goods are manufactured in faulty, you have 7 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 7 working days from delivery. If any return or exchange accepted by us, they 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 lines are open from 9:30am – 5pm, Monday to Saturday. If you prefer, please email us.
Returns and Refunds Enquiries:
If you have received an item which 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.
Please wait to receive authorisation from us before returning an item. Said authorisation will be valid for 7 days from the delivery date of the item in question.
In order for a refund to be made, a full inspection of the item/items needs to be made by our Returns department, in order 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 do not includes mattresses. On very rare occasions, you may find that doors or drawers are swollen due to extreme changes in climate.
Please do not refuse the item or return the item if this is so. Such swelling tends to reduce within 7 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 0.5% of our items of furniture are affected by the process of timber movement. However, customers must be aware that you are purchasing natural wooden furniture when you buy from Woods Furniture and hence there is a small chance that timber movement may occur during shipping. Therefore, stiff doors or stiff drawers are not deemed as 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.
In order to prevent any disputes from occurring please ensure that you go over these points with your local specialist.
If for any reason you are not able to facilitate 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.
If we find it impractical to offer to you a replacement, a redelivery, or a re-selection of any faulty or damaged items, Oak Furniture Store & Sofas 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 return charges for information.
GUARANTEES AND CLAIMS UNDER GUARANTEE
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 the underneath of furniture (e.g. tables and chairs) to minimise 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 fibres. 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 colour 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 (fibre 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 protection of your outdoor furniture and cushion fabrics, as the rain and UV can cause any fabric seriously colour faded!
d. Outdoor PE Rattan Wicker Although synthetic rattan materiel is designed for using under outdoor environment, but 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 summer time, which is hot enough to break the PE rattan, so we strongly recommend the outdoor furniture not to be positioned under the direct sun lighting during the summer time 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 wipe 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 to sit 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 colour; move items like vases around to prevent marks developing.
e. Lacquer Wipe up spills with a damp dry cloth straight away, any chemical cleaning liquids are strictly prohibited. When cleaning makes 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 purpose.
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 chose by us to repair the item. This is to ensure that the customer has goods which 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.
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