Our Product Your Smile 😊
- Palmerston North & Hawera
- 06 210 6268
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Our Product Your Smile 😊
Home › Cancellation policy
Changed your mind? Here’s exactly when you can cancel for free, what it costs after that, and why custom pieces work differently.
| When you cancel | Cancellation charge |
|---|---|
| Within 24 hours of ordering | Free — full refund |
| After 24 hours, before we dispatch | 10% of the item price (in-stock items) |
| Order-in item, after we order it from the supplier | 20% of the item price |
| After dispatch, before delivery | Delivery and return delivery charges |
| After delivery | Handled as a return — see our Refund & returns policy |
| Custom / made-to-order items | Can’t be cancelled once production is confirmed |
None of this affects your rights under the Consumer Guarantees Act 1993. If an item is faulty, late beyond what we agreed, or not as described, cancellation charges don’t apply.
Changed your mind? Cancel any in-stock or order-in order within 24 hours of placing it and we refund every cent — no questions, no fee.
The 24 hours start from the time on your order confirmation email. Weekend and public-holiday orders get the same 24 hours.
Custom orders also get the 24-hour window, as long as we haven’t confirmed the order with the maker yet — see section 05.
Once the 24 hours are up, we’ve usually reserved the stock, prepared paperwork and booked it onto a delivery run. Cancelling at this stage costs:
Prefer not to lose anything? Instead of cancelling, you can swap to a different item of equal or higher value with no charge, up until dispatch.
Once your furniture is on a truck or with a freight partner, it can’t be stopped without cost. If you cancel after dispatch but before delivery:
The rest of your payment is refunded. If you refuse the delivery at the door, the same charges apply.
After delivery, a change of mind is treated as a return under our Refund & returns policy, not a cancellation.
Custom pieces — a different fabric, size, colour or corner configuration — are made specifically for you and usually can’t be resold. That’s why the rules are different:
| Stage | Can you cancel? |
|---|---|
| Within 24 hours, before we confirm with the maker | Yes — full refund |
| After we confirm the order with the maker | No — the 30% deposit is non-refundable |
| Once production has started | No — the full price is payable |
Before we confirm, we send you a summary of the fabric, size and configuration to check. Please read it carefully — once you reply “approved”, the order goes to the maker.
If a custom piece arrives faulty or not as you ordered, we repair or remake it at no cost to you.
Clearance and ex-display pieces are one-offs. We take them off sale the moment you order, so:
The time we receive your email or call is the time we use for the 24-hour window — so if you’re close to the deadline, email rather than leaving a voicemail.
We process approved refunds within 2 working days, back to the method you paid with. Your bank or card provider then usually takes 3–7 working days to show it in your account.
Bank-transfer payments are refunded to the account they came from. We can’t refund to a different account or in cash.
Not sure whether to cancel or swap? Talk to us first — there’s often an option that saves you the fee. Call 06 210 6268 or email info@rsfurniturehub.co.nz.
