Refund policy
Faulty or Damaged goods
For products that arrive damaged or faulty, Paulas will replace or repair the product as long as you advise us within 48 hours.
Where repair or replacement of damaged or faulty goods is not possible, a full refund will be issued for the value of the damaged goods. Goods must be returned in accordance with our Returns Policy.
When signing for your delivery from the freight company - check it over and note any damages/issues. There are no rights of return/complaint for any damages/issues not noted and signed for at the time of delivery.
Change of Mind
If your product has not been dispatched we can cancel your order and arrange a refund, however, please be aware we may need to charge finance cancellation charges, and if a special custom-make we may need to charge a restocking fee.
Alternatively, if you wish to change the product to something else before dispatch, we can change your order and you will pay the difference if the new item is more expensive or we will refund you the difference if it is cheaper. Just contact us and we will get the changes underway!
Refund Policy
If you have made an order which has not been dispatched*/or custom-made, and would like to cancel it - please contact us and we will cancel your order and refund you less any bank/finance charges. If it has been dispatched or is a custom-made item (NZ-made), a 20% non-refundable deposit may be charged.
*dispatched means it is in transit - has been ordered and is on its way
I paid full price and my items just went on sale, what happens now?
We offer a Price Guarantee up to 14 days after your original purchase for moments like these so you can rest assured you will always get the sale.
30 Day Webstore Returns Policy
That’s right, Paulas Webstore offers a 30-day Return Policy.
If you are not 100% satisfied with your purchase, you can return your order to our website fulfilment store for either a credit or gift card, to be used with your next purchase or a full refund, as long as our returns policy is followed. If there is a fault with your order or part there of, please follow our returns policy. If the goods are faulty we will meet our obligations under the Consumer Guarantees Act to provide a remedy.
You must return the goods to Paulas by couriering/freighting them back to the website fulfilment store - in their original condition and packaging and we must receive them within 30 days of delivery.
If the product returned is not in a fully resaleable condition or the packaging is damaged, we do reserve the right to refuse a refund on the item. This does not affect your statutory rights. Paula’s may at its option either credit your credit card or bank account or provide you with a Paulas gift card, for a sum equal to the cost of the product excluding any finance charges, handling and delivery costs.
Finance , delivery and handing charges will not be refunded. If you received free delivery, Paulas must recoup our delivery cost.
Returned products are the buyer's responsibility until they reach the seller. The seller shall not be responsible for misdirected shipments or products lost or damaged in transit, so please ensure when signing for goods that they are fully inspected first – do not sign if the goods are damaged in anyway.
The Returns Policy excludes Bedding and Manchester.
If your goods are custom made or have been ordered specifically for you, a 20% non-refundable re-stocking fee may be charged.
Signing for Delivery
When signing for your delivery from the freight company - check it over and note any damages/issues. There are no rights of return/complaint about any damages/issues not noted and signed for at the time of delivery. If the item is flat-packed, please check the individual pieces to make sure there is no obvious damage. If you cannot do this we recommend you pay for your goods via credit card so you have product protection insurance.