SHIPPING & RETURNS
Shipping & Delivery Policy
Real Deal Furnitures offers delivery Auckland-wide for both new and pre-loved furniture. Delivery outside Auckland may be available by quote, depending on the item, location, access, and delivery schedule.
Auckland-wide delivery is available from $39, unless otherwise stated or quoted. Extra charges may apply for oversized items, multiple items, difficult access, urgent delivery, or delivery outside our standard service area. Any additional delivery cost will be confirmed with the customer before delivery is arranged.
Delivery is usually completed within 1 to 5 working days after full payment has been received and a delivery time has been arranged. For layby, deposit, or partially paid orders, delivery will only be arranged once the item has been fully paid.
We will contact the customer before delivery to arrange a suitable delivery time. The customer must ensure that someone is available at the agreed delivery time to receive the item. If delivery cannot be completed because no one is available, access is not suitable, or the customer is not ready to receive the item, a re-delivery fee may apply.
Our standard delivery service is to the doorstep only. This means delivery to the front door, garage, or another safe and accessible entry point at the property. If the customer requests for items to be carried inside the house, upstairs, through narrow spaces, through lifts, or into a specific room, this is at Real Deal Furnitures’ discretion and may incur an additional fee.
Customers are responsible for checking that the item will fit through doorways, hallways, stairs, lifts, and other access points before delivery. Customers must also ensure that the access area is clear, safe, and suitable for delivery. Real Deal Furnitures is not responsible for damage caused by unsuitable access, tight spaces, existing damage, weak flooring, narrow stairways, low ceilings, poor parking access, or customer instructions, except where required by law.
Assembly is not included in standard delivery. Assembly may be available by quote, depending on the item and delivery schedule.
Old furniture removal may be available on a case-by-case basis but is not guaranteed. Real Deal Furnitures may refuse old furniture removal for any reason, including hygiene, pest risk, excessive weight, unsafe access, or lack of space in the delivery vehicle. If the old furniture is damaged, dirty, pest-affected, junk, or difficult to remove, an additional removal fee may apply.
Customers must inspect all items upon delivery. Any delivery damage, missing parts, or concerns must be reported to Real Deal Furnitures as soon as possible, preferably before the delivery team leaves. Photos may be requested to help assess the issue.
Delivery times are estimates only and may be affected by traffic, weather, staffing, supplier delays, vehicle issues, access problems, or other circumstances outside our control. If there is a delay, Real Deal Furnitures will make reasonable efforts to update the customer and arrange a new suitable delivery time.
Customers may also choose to pick up their items from our Papatoetoe or Otara shop, subject to availability and prior arrangement. Customers collecting items must ensure they bring a suitable vehicle, straps, blankets, and help to safely load and transport the item. Once collected, transport and loading risk sits with the customer, except where required by law.
Nothing in this policy limits any rights the customer may have under the Consumer Guarantees Act 1993, Fair Trading Act 1986, or any other applicable New Zealand law.
Return & Exchange Policy
Real Deal Furnitures sells both new and pre-loved furniture. We do our best to describe items clearly and accurately, including the condition of pre-loved items where applicable.
Please choose carefully before purchasing. Real Deal Furnitures does not offer refunds or exchanges for change of mind, wrong size, change of circumstances, finding a cheaper item elsewhere, or deciding that the item no longer suits your home.
For pre-loved furniture, customers acknowledge that items may have normal signs of use, wear, marks, scratches, fading, or age-related condition. These are not considered faults where they were visible, disclosed, reasonably expected for a pre-loved item, or reflected in the price.
If Real Deal Furnitures agrees to accept a change-of-mind return or exchange as a goodwill gesture, this is at our discretion. The item must be returned in the same condition it was supplied, unused after delivery or collection, and with no new damage, stains, smells, pest issues, missing parts, or signs of misuse. A restocking fee of 15% may apply. Delivery fees, collection fees, assembly fees, removal fees, and any other service charges are not refundable.
Mattresses, bedding, fabric items, and upholstered furniture may not be accepted for return or exchange once delivered or collected, unless required by law. This is due to hygiene, pest control, and resale condition reasons.
If an item is faulty, damaged, not as described, or does not meet the guarantees required under New Zealand law, please contact Real Deal Furnitures as soon as possible. We may ask for photos, videos, proof of purchase, and a description of the issue so we can assess the matter properly.
Where the issue is minor and can be fixed, Real Deal Furnitures may choose to repair the item, replace the item, or provide another suitable remedy. Where the issue is serious or cannot be fixed within a reasonable time, the customer may be entitled to a refund, replacement, or other remedy in accordance with the Consumer Guarantees Act 1993.
Customers must inspect all items upon delivery or collection. Any visible damage, missing parts, or delivery concerns should be reported as soon as possible, preferably before the delivery team leaves or before the item is taken from the store.
Real Deal Furnitures is not responsible for damage caused after delivery or collection, including damage from customer transport, incorrect loading, poor handling, misuse, incorrect assembly, unsuitable access, moisture, pests, pets, children, or general wear and tear.
For pick-up orders, customers are responsible for bringing a suitable vehicle, blankets, straps, and enough help to safely load and transport the item. Once the item has been collected, transport risk sits with the customer, except where required by law.
For delivered orders, our standard delivery service is to the doorstep only. If a customer requests that items be carried inside, upstairs, through narrow spaces, or into a specific room, this is done at Real Deal Furnitures’ discretion. Customers are responsible for ensuring safe and suitable access.
Proof of purchase may be required for any return, exchange, repair, replacement, or refund request.
Nothing in this policy limits any rights the customer may have under the Consumer Guarantees Act 1993, Fair Trading Act 1986, or any other applicable New Zealand law.