Refund policy

Returns, Refunds and Warranty Policy

At Smiths City, we want customers to shop with confidence. This policy explains how returns, refunds, exchanges, damaged products and warranty claims are managed.

Nothing in this policy limits any rights or remedies available under the Consumer Guarantees Act 1993 or other applicable New Zealand consumer laws.

1. Seven-Day Return Policy

Smiths City offers a seven-calendar-day return period for eligible change-of-mind returns.

A return request must be submitted within seven calendar days of the date the product was delivered.

To qualify for a change-of-mind return, the product must:

• Be unopened and unused.
• Remain in its original sealed packaging.
• Include all accessories, manuals, components and promotional items.
• Be in new and fully resalable condition.
• Include a receipt, order confirmation or other proof of purchase.

Products that have been opened, assembled, installed, used or removed from their original sealed packaging are not eligible for a change-of-mind return.

Submitting a return request does not automatically mean the return has been approved. Smiths City or the relevant supplier may need to assess the request before confirming acceptance.

2. How to Request a Return

To request a return, email our Customer Care team at:

customercare@smithscity.co.nz

Please include:

• Your full name.
• Your order number.
• The product you wish to return.
• The reason for the return.
• Photos of the product and packaging, where requested.
• Photos clearly showing any damage or fault.

If the return is approved, Smiths City will provide return instructions, including where the product must be sent or whether collection will be arranged.

Products returned without prior written authorisation may not be accepted.

3. Change-of-Mind Returns

Change-of-mind returns are accepted only when all eligibility requirements in this policy are met.

For an approved change-of-mind return:

• The customer is responsible for all return freight or collection costs.
• Original delivery charges are non-refundable.
• The product must remain unopened, unused and in its original packaging.
• The product will be inspected before any refund or store credit is approved.
• A restocking fee may apply to furniture, oversized products, special-handling products or other supplier-controlled returns.

Smiths City may decline a change-of-mind return where the product is not in new and resalable condition.

4. Furniture Returns

Furniture returns are subject to additional supplier and freight requirements.

An eligible furniture return must be requested within seven calendar days of delivery and the item must be:

• Unopened.
• Unused.
• Unassembled.
• In its original condition and packaging.
• Suitable for resale as a new product.

Approved furniture returns are subject to:

• A 15% restocking service fee.
• All return transportation or collection costs.
• Inspection at the applicable supplier distribution centre.
• Final approval after the condition of the returned item has been confirmed.

Where collection is approved, Smiths City or its supplier will arrange for the furniture to be collected from the delivery address and returned to the relevant distribution centre, which may be located in Auckland.

A refund or credit will not be processed until the item has been received and inspected.

5. Non-Returnable and Non-Exchangeable Products

The following products are not eligible for change-of-mind returns or exchanges:

• Opened or used products.
• Products that have been assembled or installed.
• Products with damaged, missing or altered packaging.
• Clearance, end-of-line or final-sale products.
• Defect-clearance products where the defect was disclosed before purchase.
• Mattresses, pillows and bedding products.
• Personal care, hygiene or health-related products.
• Gift cards.
• Downloadable or activated digital products.
• Software, licence keys or subscription products once activated.
• Customised or personalised products.
• Special-order or pre-order products.
• Products purchased for delivery outside New Zealand.
• Products damaged through misuse, neglect, accident or incorrect installation.
• Products modified or repaired by an unauthorised party.

These exclusions do not apply where Smiths City is legally required to provide a remedy for faulty or non-compliant goods.

6. Order Cancellations

An order may only be cancelled before it has been processed, allocated to a supplier or dispatched.

Once an order has been processed or dispatched, the request will be treated as a return and will be subject to this policy.

Special-order, pre-order and customised products cannot generally be cancelled once the supplier order has been confirmed.

A cancellation or refund may also be declined where fulfilment or delivery is affected by:

• A change in the customer’s personal circumstances.
• A change of mind.
• Incorrect delivery information supplied by the customer.
• An inaccessible delivery address.
• A customer’s failure to disclose access restrictions before delivery.

Any rights applying to faulty goods or other statutory protections remain unaffected.

7. Damaged, Faulty or Incorrect Products

Please inspect your order as soon as it is delivered.

Contact Smiths City immediately if:

• The product arrives damaged.
• The product appears faulty.
• Parts or accessories are missing.
• You receive the wrong product.
• The product differs materially from its description.

Email customercare@smithscity.co.nz and include your order number, a description of the issue, and clear photos or videos showing the product, packaging and damage.

Please keep the product and all packaging in their original condition while the matter is being assessed.

Smiths City may assess the product directly or work with the relevant supplier, manufacturer, service agent or product specialist.

Depending on the nature of the issue, the resolution may include:

• Repair.
• Replacement.
• Exchange.
• Partial refund.
• Store credit.
• Full refund.
• Collection of the affected product.

Where a product is confirmed to be faulty, damaged in transit or supplied incorrectly, Smiths City will cover reasonable return freight or collection costs where required.

8. Furniture Damage and Defect Assessment

For furniture damage or defect claims, the Customer Care and Product teams may assess the issue and classify it as:

• A minor or cosmetic issue.
• A moderate defect.
• A manufacturing defect.
• A major structural defect.

Depending on the assessment, Smiths City may offer:

1. Store credit or compensation for a minor or cosmetic issue.
2. A partial refund where the customer agrees to arrange a reasonable local repair.
3. Repair or replacement of an affected part.
4. An exchange for a moderate or major defect.
5. A full return and refund where appropriate for a major structural defect.
6. Another remedy required under applicable New Zealand consumer law.

Smiths City will work with the customer to reach a fair resolution. The most appropriate remedy will depend on the nature and seriousness of the issue.

9. Warranty Claims

Products may be covered by a manufacturer’s warranty, supplier warranty or rights under New Zealand consumer law.

To make a warranty claim, contact:

customercare@smithscity.co.nz

Please provide:

• Your order number or proof of purchase.
• The product name and model.
• A clear description of the fault.
• Photos or videos of the issue.
• Any serial number or warranty information requested.

Smiths City may refer the claim to the relevant supplier, manufacturer, repair agent or product team for assessment.

The product may need to be inspected or tested before a resolution is confirmed.

A warranty claim may be declined where the issue is caused by:

• Accidental damage.
• Misuse or neglect.
• Normal wear and tear.
• Failure to follow care or operating instructions.
• Incorrect installation.
• Unauthorised repairs or modifications.
• External events or damage not caused by a product defect.

Any manufacturer’s warranty is additional to, and does not replace, rights that may apply under New Zealand consumer law.

10. Exchanges

Exchanges are subject to product availability and return approval.

For eligible change-of-mind requests, the original product must first be returned, inspected and approved. The customer may then place a separate order for the replacement product.

Additional delivery charges and any difference in product price may apply.

For damaged, faulty or incorrect products, Smiths City will determine whether an exchange, repair, replacement or refund is the appropriate resolution.

11. Refunds

Once a returned product has been received and inspected, Smiths City will notify the customer whether the refund has been approved.

Approved refunds will generally:

• Be returned to the original payment method.
• Exclude original delivery charges for change-of-mind returns.
• Be reduced by applicable restocking or return freight fees.
• Be processed after the product has passed inspection.

Smiths City aims to process approved refunds within 10 business days.

Banks, credit card companies and payment providers may require additional time to show the refund in the customer’s account.

If more than 15 business days have passed since Smiths City confirmed that a refund was approved, please email:

customercare@smithscity.co.nz 

12. Buy Now, Pay Later and Finance Purchases

Refunds for purchases made through a finance provider or buy-now-pay-later service will be processed according to the requirements of that payment provider.

Customers should continue making any scheduled payments until the provider confirms that the refund or adjustment has been completed.

Any fees charged directly by the finance provider may be subject to that provider’s separate terms and conditions.

13. Return Authorisation

All returns require prior approval from Smiths City.

Where applicable, Smiths City may issue a return authorisation number, return merchandise authorisation number, shipping label or collection instructions.

The return authorisation must be included with the returned product where requested.

Approval to transport or inspect a product does not guarantee that a refund will be issued. Final approval remains subject to inspection and the terms of this policy.

14. Contact Us

For questions about returns, refunds, exchanges, damaged goods or warranty claims, contact:

Smiths City Customer Care
Email: customercare@smithscity.co.nz

Please include your order number and all relevant details so our team can assess your request as efficiently as possible.