Refund policy

Decoflame New Zealand ā€“ Return & Refund Policy

Our Commitment

At Decoflame New Zealand, we take pride in delivering premium, Danish-designed Net Zero Fireplaces that meet the highest standards of quality, safety, and sustainability.

If, for any reason, your purchase doesnā€™t meet expectations, our return policy ensures a clear and fair process in line with the New Zealand Consumer Guarantees Act 1993 (CGA).

1. Eligibility for Returns

To be eligible for a return or exchange:

  • The item must be unused, uninstalled, and in its original packaging.
  • Returns must be requested within 14 days of delivery.
  • A proof of purchase (invoice or order confirmation) must be provided.

Custom-made, special-order, or bespoke fireplaces (including colour-matched finishes and custom sizes) are non-refundable, except where required under the CGA.

2. Change of Mind

We understand that sometimes project requirements change.
If you wish to return a standard stocked item for any reason other than a fault:

  • A 30 % restocking fee may apply to cover inspection, repackaging, and administration costs.
  • Return shipping is at the buyerā€™s expense.
  • Refunds will be processed once the item is received and inspected.

3. Damaged or Faulty Items

If your order arrives damaged, defective, or missing components:

  1. Please notify us within 48 hours of delivery by emailing sales@decoflame.com.au (for NZ orders).
  2. Include your order number, photos of the issue, and a brief description.
  3. Our team will promptly assess and arrange a replacement, repair, or refund as appropriate under the CGA.

4. Refunds

Approved refunds will be processed to the original payment method within 7ā€“10 business days after inspection.
Please note that shipping costs, duties, or taxes are non-refundable, unless the return is due to an error on our part.

5. Exchanges

Exchanges are available for equal- or higher-value products (price differences payable before dispatch).
Please contact our customer support team to confirm availability before returning your item.

6. How to Request a Return

To initiate a return or refund:

  1. Email sales@decoflame.co.nz with your order details.
  2. Our support team will issue a Return Authorisation (RA) and provide shipping instructions.
  3. Securely package the item for transport to prevent damage in transit.

7. Consumer Rights

Nothing in this policy affects your rights under the New Zealand Consumer Guarantees Act 1993.Ā If a product is faulty, not as described, or fails to perform as expected, you are entitled to a repair, replacement, or refund as outlined by New Zealand law.

8. Contact

For return requests, warranty claims, or policy questions, please contact:
sales@decoflame.co.nz
www.decoflame.co.nz

Servicing New Zealand from our Australian & New Zealand distribution network


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