top of page
Returns & Exchanges Policy

 

Last updated: 8 December 2025

​

At Bartons, we are committed to providing quality furniture and homewares. This policy outlines how returns and exchanges work, and your rights under New Zealand consumer law.

 

Change of Mind

 

Bartons does not offer refunds for change of mind.

This includes situations where:

  • You decide the item no longer suits your home

  • You ordered the wrong size, colour, or style

  • It doesn't fit into your house of its intended space within your house

  • You change your mind after delivery

  • Because it doesn't match 

  • Natural product variation like wood and leather items.

 

Exchanges or Store Credits (Case-by-Case)

 

While we do not refund for change of mind, we may offer an exchange or store credit at our discretion if:

  • The item is unused and unassembled

  • It is in its original, unopened packaging

  • You contact us promptly after purchase

 

Exchanges for large furniture items may incur collection or restocking fees.

 

This flexibility is not guaranteed and depends on product condition and availability.

 

Faulty, Damaged, or Incorrect Items

 

If your item is faulty, damaged on arrival, or not what you ordered, we will meet our obligations under the Consumer Guarantees Act (CGA).

You may be entitled to:

  • A repair

  • A replacement

  • Or a refund, depending on the severity of the issue

Damage on Delivery

If your item arrives damaged:

  • Notify us within 48 hours

  • Keep all packaging

  • Provide photos of the damage and packaging
    We will arrange collection and an appropriate remedy.

 

Incorrect Item Received

 

If we delivered the wrong product, we will collect it and provide a replacement.

 

How to Request a Return or Exchange

 

To begin a return for any issue (fault, damage, incorrect item, or an exchange request):

  1. Contact us at sales@bartons.co.nz or 06 368 1170 or complete our online claims page here

  2. Provide your order number, photos (if relevant), and details of the issue

  3. Our team will assess the request and advise next steps

  4. If approved, we can refund, exchange, or replace depending our your requirements.

 

Items should not be sent back without authorisation.

​

  • All returns must include proof of purchase.

  • Items must be safely packaged for collection or return shipping.

  • For change-of-mind exchanges, return courier or collection costs are the customer’s responsibility.

  • For faulty or incorrect items, Bartons will cover reasonable return or collection costs.

 

Exclusions

We cannot accept returns or exchanges for:

  • Items damaged through misuse or improper assembly

  • Custom-made or special ordered furniture (unless faulty)

  • Clearance or final-sale items (unless faulty)

  • Bedding and other hygiene-sensitive items once opened

  • Second hand furniture

 

Refunds (CGA Cases Only)

Refunds are only issued when required under the Consumer Guarantees Act.

Where a refund is approved:

  • It will be processed to the original payment method

  • Processing times may take up to 10 working days depending on your bank/provider

 

Your Rights Under the Consumer Guarantees Act

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993. You are entitled to remedies if a product is faulty, unsafe, or not as described.

Bartons will always honour these legal obligations.

 

Need Help?

Our team is here to assist.

sales@bartons.co.nz
06 368 1170

bottom of page