Refund policy

To summarize, to be eligible for a return your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. The original purchase receipt must be provided to be eligible to make claims.

Mattresses, pillows, bed linen and mattress protectors that are opened are NOT eligible for return or exchange.

If we need further information in order to process your request, we will contact you by phone, email or letter.

1.When products are Faulty

Our goods come with Guarantees that cannot be excluded under the New Zealand Consumer Guarantees Act

If a product has minor fault, we will choose to repair the item, replace it, or refund your money.

If the fault is major, it is the consumer’s choice whether the Customer opts for a replacement or refund. A major fault means a reasonable consumer wouldn’t have bought the product if they’d known about the problem.

2.Just changed your mind

Please choose carefully, as we do not refund simply if you change your mind or there is a change in your circumstances.

3.Step-by-Step Instructions to Getting a Refund:

Contact us by email(customerservice@joryhenley.co.nz) and include:
a) Your order number.
b) The reasons you are requesting a refund.
c) If there is damage, include clear images of it.

We'll write back to you within 5 working days and let you know what the next steps are. Since they differ from brand to brand, we will inform you on the steps to take. This is done on a case-by-case basis.

 4.Restocking fee

When refund is made, all remaining funds will be transferred to shop credit in all cases.

Full Payments or deposits will be transferred as shop credit if a notice is given 24 HOURS AFTER PURCHASE (does not include custom orders, made to order products and the products which have been ordered specially for a customer). A 10% restocking fee of purchase price may be charged if customer fails to notify the store in time.

If request is made within 72 hours of the delivery, a restocking fee of 10% of purchase price, costs of pick-up items and carry them downstairs (if applicable) will be charged, if the delivered items are in original packages.

If request is made within 72 hours of the delivery, a restocking fee of 25% of purchase price, costs of pick-up items, dis-assembly of assembled furniture and carry downstairs (if applicable) will be charged, if the delivered items are NOT in original packages or USED.

Costs of delivery, assembly and deliver upstairs (if applicable) for the purchased goods are NON-REFUNDABLE.

5.The following products are ineligible for returns:

To summarize, to be eligible for a return your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. The original purchase receipt must be provided to be eligible to make claims.

Mattresses, pillows, bed linen and mattress protectors that are opened are NOT eligible for return or exchange.

If you have any other question about our Return and Refund, feel free to contact us 

Address: 43 Carbine Road, Mt Wellington, Auckland, 1060

Email: customerservice@joryhenley.co.nz

Phone: +64 9 258 5092