Return Policy

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Frexalonphep is committed to ensuring your satisfaction with your custom furniture purchase. Please review our return policy below.

Custom Furniture Policy for New Zealand Customers

Because all furniture is custom-made to your specifications in our Christchurch workshop, returns are generally not accepted once production has begun. Each piece is crafted specifically for your New Zealand home, with dimensions tailored to your space, timber species selected from New Zealand forests (Rimu, Kauri, Totara, Radiata Pine, Douglas Fir), and design requirements unique to your project. However, we work closely with you throughout the design consultation at our Christchurch workshop, approval process, and production stages to ensure the final product meets your expectations before completion.

As custom furniture makers operating in New Zealand, we follow the Consumer Guarantees Act 1993, which provides protections for New Zealand consumers while recognizing the unique nature of bespoke products. Custom furniture made to your specific measurements and design cannot be resold to other customers, which is why standard return policies do not apply once timber has been cut and shaped for your project.

We serve customers throughout New Zealand, including Auckland, Wellington, Dunedin, and regional areas, with delivery and installation services coordinated from our Christchurch base.

Order Cancellation

You may cancel your custom furniture order under the following conditions:

If cancellation occurs before production begins in our Christchurch workshop, you will receive a full refund minus any design consultation fees and non-refundable deposits
If cancellation occurs after production has started, a partial refund may be available based on work completed, materials purchased (timber, hardware, finishes), and time invested
If cancellation occurs after timber has been cut and shaped, refunds may not be available as the materials are now custom-sized for your project
All cancellation requests must be made in writing to info@frexalonphep.world or delivered to our Christchurch workshop
Refunds will be processed in New Zealand Dollars within 14 business days to your original payment method

Defects and Quality Issues

If you receive furniture with manufacturing defects or quality issues:

Contact us within 14 days of delivery
We will inspect the item and determine the appropriate resolution
We may repair, replace, or provide a refund depending on the issue
All defects must be reported with photographic evidence

Damaged Items

If your furniture arrives damaged:

Contact us immediately upon delivery
Do not accept delivery if damage is visible
Take photographs of any damage
We will arrange for repair or replacement at no cost to you

Wrong Items

If you receive the wrong item:

Contact us within 7 days of delivery
We will arrange for the correct item to be delivered
We will collect the incorrect item at no charge

Refund Process for New Zealand Customers

If a refund is approved for custom furniture orders:

Refunds will be processed within 14 business days to New Zealand bank accounts or original payment method
Refunds will be issued in New Zealand Dollars (NZD) to the original payment method
Design consultation fees for visits to our Christchurch workshop may be non-refundable if substantial design work has been completed
Delivery costs within New Zealand are non-refundable unless the error was ours (wrong address, damaged in transit, incorrect item)
Timber costs for materials already cut to your specifications cannot be refunded, as these materials are custom-sized for your project
Partial refunds may be calculated based on work completed, materials purchased from New Zealand suppliers, and time invested in your project

Warranty

All custom furniture crafted in our Christchurch workshop comes with a warranty covering:

Manufacturing defects and workmanship issues for 12 months from delivery date
Structural integrity and joinery failures for the expected lifetime of the piece (typically 10+ years for properly maintained furniture)
Timber defects that were not apparent at the time of selection and affect structural integrity
Finish defects including premature fading, cracking, or peeling of applied finishes
Warranty does not cover normal wear and tear, damage from misuse, accidents, exposure to excessive moisture or sunlight, or modifications made by others
Warranty repairs will be performed at our Christchurch workshop or, for larger pieces, at your location within reasonable distance
This warranty is in addition to your rights under the Consumer Guarantees Act 1993 (New Zealand)

Return Shipping

If a return is approved:

We will arrange for collection of the item
Items must be in original condition and packaging
You are responsible for ensuring the item is properly protected during return

Contact Us

For questions about returns or to initiate a return request, please contact us:

Frexalonphep
281 Queen Elizabeth II Drive
Christchurch 8052, New Zealand
Phone: +64273502083
Email: info@frexalonphep.world

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