Refund policy

Returns and issues

We stand by the furniture and timber pieces we make. If something arrives damaged, faulty, or not as described, please contact us and we will work through it properly.

Your rights

Nothing in this policy limits your rights under the New Zealand Consumer Guarantees Act or Fair Trading Act. Where the law gives you a remedy, we will honour it.

If there is a fault or damage

Email hello@innatefurniture.co.nz with your order details, a short description of the issue, and clear photos. For freight damage, please keep the packaging where practical and let us know as soon as you can after delivery.

If the issue is with our workmanship, materials, freight damage while in transit, or another problem we are responsible for, we will put it right. Depending on the situation, that may mean repair, replacement, refund, or another fair remedy. We will cover reasonable return freight where the problem is our responsibility.

Custom and made-to-order pieces

Most Innate pieces are made to order, including custom dining tables, boardroom tables, benchtops, counters, and commercial furniture. Because these are made for a specific size, timber, finish, or project, we do not usually accept change-of-mind returns once work has started or materials have been committed.

If you need to change or cancel a custom order, contact us as early as possible. We will be fair about what can still be changed, and we will explain any costs that have already been committed.

Change of mind

For standard items, accessories, or timber samples, contact us before sending anything back. If we agree to a change-of-mind return, the item needs to be unused, in original condition, and safely packed. Return freight for change-of-mind returns is normally your responsibility.

Natural timber variation

Timber varies naturally in colour, grain, knots, gum, checking, and character. These natural differences are part of working with real timber and are not usually faults. If something looks outside what you reasonably expected, send us photos and we will talk it through.

Warranty

Our lifetime structural warranty for eligible furniture is set out on our warranty page.