Refund policy
Refund, Cancellation & Order Change Policy
At Luxury Orthopaedic Beds Ltd, we are committed to providing high-quality products and clear information to customers before they purchase.
Please read this policy carefully and review your product selection, size, comfort preference, delivery or collection arrangements and order details before completing your purchase.
1. When Your Order Is Confirmed
For online purchases, an order is placed and confirmed when you complete checkout and your payment is successfully processed.
Before completing payment, customers are responsible for reviewing the products selected, mattress size, comfort preference, base and other options, delivery or collection details and total purchase price.
Once payment has been successfully processed, your order is confirmed and is subject to this Refund, Cancellation & Order Change Policy and our Terms of Service.
An order does not require a further telephone call, email or other confirmation from Luxury Orthopaedic Beds Ltd in order to become a confirmed order.
2. Change of Mind or Changed Circumstances
Please choose carefully.
Luxury Orthopaedic Beds Ltd does not provide refunds or accept cancellations simply because a customer changes their mind or their personal circumstances change after purchasing.
This includes, for example, where a customer:
no longer wants or requires the product;
decides not to proceed with the purchase;
is moving home, relocating or leaving New Zealand;
experiences a change in personal or financial circumstances;
selects the incorrect size, comfort preference or other product option; or
otherwise changes their mind after completing the purchase.
The fact that an order has not yet been delivered, collected, dispatched or individually manufactured does not, by itself, create a right to cancel the order or receive a refund.
Nothing in this section limits any cancellation, refund or other rights that a consumer may have under applicable New Zealand law.
3. Requests to Cancel an Order
If you wish to request cancellation of a confirmed order, please contact us as soon as possible.
Making a cancellation request does not itself cancel the order. Unless Luxury Orthopaedic Beds Ltd agrees to the cancellation, or you have a right to cancel under applicable New Zealand law, the order remains confirmed.
Any agreement by Luxury Orthopaedic Beds Ltd to accept a cancellation outside a customer's statutory rights must be confirmed by us in writing.
Where we agree, at our discretion, to a cancellation that we are not legally required to accept, we will confirm any applicable terms with the customer before the cancellation is finalised.
4. Changes to a Confirmed Order
If you wish to change a confirmed order, please contact us as soon as possible.
Luxury Orthopaedic Beds Ltd may agree to a requested change where it is reasonably practicable to do so.
Where we agree to change an existing order - for example, changing the mattress size, comfort level, base, fabric, headboard or another product selection - the amended order remains a confirmed purchase and remains subject to this policy and our Terms of Service.
Any additional amount resulting from a customer-requested change must be paid by the customer.
A requested change to an existing order does not cancel the original transaction or create a new right to a refund.
Where an agreed change reduces the value of an order, any applicable price adjustment will be confirmed by Luxury Orthopaedic Beds Ltd in writing.
5. Deposits, Part-Payments and Outstanding Balances
Where Luxury Orthopaedic Beds Ltd has agreed to accept a deposit or part-payment rather than payment in full, this does not, by itself, make the order provisional or give the customer a right to cancel.
Any outstanding balance must be paid in accordance with the payment arrangements agreed for the order.
The customer's statutory rights under New Zealand law are not affected.
6. Delivery and Collection
Estimated delivery or collection timeframes are provided in good faith based on the information available to us at the time.
Where a customer elects to collect an order, the customer must contact us sufficiently in advance so that the complete order can be prepared and made available at the agreed collection location.
Where delivery is selected or subsequently requested, any applicable delivery charge and arrangements will be confirmed with the customer.
A customer's decision to change between collection and delivery does not, by itself, cancel the underlying order.
Nothing in this section limits any rights a customer may have under the Consumer Guarantees Act 1993, including applicable rights concerning delivery.
7. Consumer Guarantees Act 1993
Your rights under the Consumer Guarantees Act 1993 are not affected by this policy.
Where goods supplied by Luxury Orthopaedic Beds Ltd do not comply with the guarantees provided under the Consumer Guarantees Act 1993, we will meet our obligations under that Act.
Depending on the circumstances and nature of any failure, remedies available under the Consumer Guarantees Act may include repair, replacement, refund or other remedies provided by law.
Nothing in this policy excludes, restricts or modifies any consumer right or remedy that cannot lawfully be excluded, restricted or modified.
8. Faulty, Damaged or Incorrect Goods
If you believe goods supplied to you are faulty, damaged, defective or do not correspond with your order, please contact Luxury Orthopaedic Beds Ltd as soon as reasonably possible.
Where damage is apparent at delivery or collection, please notify us promptly and, where practicable, record the issue with the delivery provider or our team at the time.
We may request photographs or other reasonable information to assist us in assessing the issue.
Nothing in this section limits your rights under the Consumer Guarantees Act 1993.
9. Mattress Comfort Preference
Mattress comfort is a personal preference. Choosing a mattress that subsequently feels firmer or softer than expected does not, by itself, mean that the mattress is faulty.
We therefore do not provide a refund simply because a customer subsequently decides they would prefer a different comfort level.
Eligible mattress purchases may instead be covered by our 60-Night Comfort Guarantee, subject to the separate terms and conditions of that guarantee.
Nothing in this section limits your rights where a mattress does not comply with a guarantee under the Consumer Guarantees Act 1993.
10. Online Purchases
Customers purchasing online should carefully review the product description, dimensions, mattress size, comfort information, delivery or collection information, price and other order details before completing payment.
Our team is available to answer questions before an order is placed.
Purchasing online does not reduce or exclude any rights a consumer has under applicable New Zealand consumer law.
11. Refunds or Other Remedies Required by Law
Where Luxury Orthopaedic Beds Ltd is required to provide a refund, replacement, repair or other remedy under the Consumer Guarantees Act 1993, Fair Trading Act 1986 or other applicable New Zealand law, we will comply with those obligations.
Any inspection, collection, freight or other costs associated with a claim will be handled in accordance with the circumstances and applicable New Zealand law.
12. 60-Night Comfort Guarantee
Eligible mattress purchases may be covered by our 60-Night Comfort Guarantee, subject to its separate terms and conditions.
The 60-Night Comfort Guarantee is a voluntary comfort exchange programme offered by Luxury Orthopaedic Beds Ltd. It is separate from, and does not replace or limit, any rights or remedies available under the Consumer Guarantees Act 1993.
13. Questions Before Purchasing
If you are unsure about the appropriate bed size, mattress comfort level, product specifications, delivery or collection arrangements, or any other aspect of your purchase, please contact Luxury Orthopaedic Beds Ltd before completing your order.
We encourage customers to ensure they are satisfied with their selections and order details before completing payment.
