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Payment & refund policy

How you can pay, how we keep your card details safe, and exactly where and when your money comes back if you need a refund.

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Question about a payment?

06 210 6268
info@rsfurniturehub.co.nz
Read our terms & conditions ›

01At a glance

How you paid	Your refund goes back to	Time to reach you*
Visa or Mastercard (online or in-store)	The same card	3–7 working days
Afterpay	Your Afterpay account — remaining instalments are reduced or cancelled	3–5 working days
Purple Visa, Gem Visa or Q Card	The same card account	3–7 working days
Bank transfer	The bank account it came from	1–2 working days
EFTPOS in-store	Your bank account (we’ll ask for the account number)	1–2 working days
WINZ / MSD payment	Work and Income, not to you	Set by WINZ

*After we approve and process the refund. See section 06 for the full timeline.

02Ways to pay

Visa and Mastercard credit and debit cards — online and in both showrooms.
Afterpay — four fortnightly instalments, interest free.
Interest-free finance — Purple Visa, Gem Visa and Q Card, up to 12 months.
Bank transfer — we hold your order for 3 working days while the payment clears.
EFTPOS — in-store only.
WINZ / MSD quotes — we prepare the quote; Work and Income pays us directly.
Layby — in-store, with a deposit and regular payments.

All prices are in New Zealand dollars and include GST. We don’t accept cheques or cryptocurrency.

03Payment security

Every card payment on this website is processed by Windcave, a New Zealand payment gateway used by thousands of NZ retailers.

PCI DSS Level 1 — Windcave meets the highest card-industry security standard.
We never see or store your card number. You type it into Windcave’s secure form; we only receive a confirmation that the payment went through.
3-D Secure — your bank may ask you to approve the payment in its app or by text, for extra protection.
Encrypted connection — the whole site runs over HTTPS (look for the padlock in your browser).
Afterpay and finance providers handle their own approvals on their own secure sites.

Read Windcave’s privacy policy for how they handle your payment data.

04When you’re entitled to a refund

Faulty items — under the Consumer Guarantees Act 1993 you’re entitled to a repair, replacement or refund, depending on how serious the fault is.
Approved returns — items returned within the window in our Refund & returns policy.
Cancelled orders — as set out in our Cancellation policy.
Out-of-stock items — if we can’t supply something you’ve paid for, you get a full refund straight away.

05How your refund is paid

Refunds always go back to the same payment method you used — that’s a requirement of our payment providers and protects you against fraud.

We can’t refund to a different card, a different bank account, a digital wallet, or in cash.
Store credit is available only if you ask for it instead of a refund. It’s valid for 12 months and can be used at either showroom or online.
If the card you paid with has been cancelled or replaced, your bank will pass the refund to your new card or account.
If you paid using more than one method, we refund each method in proportion.

06Refund timeline

Step	How long
We receive and inspect your returned item	Within 2 working days of it arriving
We email you to approve (or explain why not)	Same day as inspection
We process the refund	Within 2 working days of approval
Your bank or card provider shows it in your account	3–7 working days

So from the day your return reaches us, most refunds land within 5–10 working days. Cancellations before dispatch skip the inspection step and are usually back in 5–7 working days.

We email you as soon as the refund is processed, with the amount and the date.

07Partial refunds & deductions

Some refunds are less than the full price. We always tell you the amount and the reason in writing before we process it.

Delivery charges — not refunded for change-of-mind returns, but always refunded if the item was faulty or wrong.
Cancellation fees — as set out in our Cancellation policy.
Damage or missing parts — if a change-of-mind return comes back damaged, we deduct the cost of repair.
Finance fees — establishment or account fees charged by your card provider are theirs to refund, not ours.

08Deposits, layby & custom orders

Custom orders need a 30% deposit. It’s refundable within 24 hours of ordering, before we confirm with the maker; after that it isn’t.
Layby payments are refundable if you cancel, less a $25 administration fee.
Bank-transfer holds — if your payment doesn’t arrive within 3 working days, we release the stock. Any part-payment is refunded in full.

09Staying safe

We will never ask for your card number, PIN or online-banking password by email, text or phone.
Our bank account details don’t change. If you get an email saying they have, don’t pay — call us on 06 210 6268 first.
If you see a charge from RS Furniture Hub you don’t recognise, contact us before disputing it with your bank — it’s usually faster.

10Need help?

Questions about a payment or a refund? Call Palmerston North on 06 210 6268, Hawera on 06 215 6690, or email info@rsfurniturehub.co.nz with your order number.