Naplux New Zealand Return & Refund Policy

At Naplux, we are dedicated to providing premium quality sleep systems directly to New Zealanders without the premium markups. We stand behind our engineering, design, and manufacturing standards. This policy governs how returns, replacements, and refunds are handled.

Statutory Protection Statement

Consumer Guarantees Act 1993: Our voluntary policies exist alongside, and do not limit or override, your statutory rights under New Zealand consumer law. If your product experiences a failure that breaches a guarantee under the Consumer Guarantees Act, you are entitled to a remedy as prescribed by law.

1. 14-Day Change-of-Mind Policy

We understand that buying a bed online involves trust. To give you peace of mind, we offer a voluntary 14-day change-of-mind return option for Mattresses and Accessories, subject to strict health and safety limitations:

• Applicability: This policy applies exclusively to Mattresses and Accessories (pillows, bedsheets, duvets, mattress protectors, and mattress toppers). It does not apply to custom configurations, bed bases, headboards, or sofas.

• Hygienic & Condition Standards: For health, sanitation, and safety reasons, the product must be completely unused, unsoiled, unstained, and left pristine in its original, sealed plastic packaging. Once an item has been unwrapped or slept on, it cannot be returned under the change-of-mind clause.

• Return Logistics & Expenses: For all change-of-mind requests, the client is responsible for organizing and paying for the transportation of the goods back to our Auckland fulfilment centre (18 Noel Burnside Road, Wiri).

• Processing: Upon receipt and successful physical inspection confirming the item is in its original, unsealed state, a refund will be processed back to your original payment method (Shopify Payments, Afterpay, or Zip), minus any initial shipping costs incurred by Naplux.

2. Returning Faulty Goods (Manufacturing Warranties)

If your product develops a physical structural flaw or defect in materials and workmanship, it is covered under the Naplux Voluntary Warranty framework:

Summary of Warranty Protection Limits

• Mattresses: 5 Years

• Bed Bases: 5 Years

• Sofas: 2 Years

• Headboards: 24 Months on the Frame / 6 Months on the Fabric Covering

• Accessories: Covered comprehensively under the statutory durations of the Consumer Guarantees Act.

3. What Constitutes a Valid Manufacturing Fault?

To qualify for a warranty-based repair, replacement, or refund, the defect must fall within our verified operational parameters:

Mattresses & Bed Bases

• Broken, loose, or fractured internal support elements or timber framing.

• Internal pocket springs or wire framework that are loose, fractured, or protruding through the outer upholstery fabric.

• Visible structural body indentations measuring greater than 35mm deep (measured across the mattress surface using a flat straight edge with all sheets removed).

• Sagging, splitting, or cracking of New Zealand Pine base timbers under normal domestic handling.

Headboards & Fabric Covers

• Manufacturing assembly faults within the main headboard frame structure.

• Fabric or stitching failures that are reported within the first 2 weeks of delivery. (Stitching issues reported beyond 2 weeks are deemed normal wear-and-tear).

4. Exclusions (When a Refund or Return Will Be Declined)

We do not accept returns or issue refunds/replacements for issues caused by external factors, including:

• Normal Settling: Natural softening of comfort foams or minor body contour indentations under 35mm.

• Comfort Preferences: Personal adjustments to mattress firmness, bedding height, sheet fit, or the temporary "new bed smell" that dissipates within days.

• Hygiene Violations: Any product found to be in an unsanitary state, or showing evidence of stains, fluid spills, dampness, mold, cuts, or tears will have its voluntary warranty coverage voided.

• Improper Foundations: Performance or structural failures resulting from the use of a sagging, incorrect, or unsupportive base supplied by the customer.

• Commercial or Improper Use: Misuse, structural abuse, jumping, or transport damage caused by failing to move the mattress flat or vertical.

• Second-Hand Goods: Items sold "as-is", "clearance floor models", or purchased via unauthorized secondary auction platforms.

5. Step-by-Step Return & Claims Procedure

If you identify a manufacturing defect, follow this step-by-step resolution process:

6. Transportation & Freight Costs for Returns

Naplux operates a Return to Base structure for processing physical warranty assessments:

• Claims Within Year 1: If a structural manufacturing defect is verified within the first 12 months from the date of purchase, Naplux covers all freight liabilities. You can coordinate with our retail network for free transit drop-off points or use a manufacturer-authorized freight carrier, and all reasonable transport costs will be fully reimbursed by us once the fault is certified.

• Claims Between Year 2 and Year 5: The logistics, collection, and transport fees required to deliver the large goods back to our Auckland depot for physical inspection are the responsibility of the purchaser.

• Statutory Exception: If the item is confirmed to have a substantial failure under the CGA framework, Naplux will absorb or reimburse reasonable collection expenses regardless of the ownership timeline.

7. Remedy Discretion and Component Limits

• Minor Fault Fixes: If the verified failure is minor, Naplux New Zealand reserves the right to repair or replace the item at our discretion. The remedy may be limited strictly to repairing or swapping out the individual faulty ingredient (e.g., replacing one defective base rail, drawer, or localized layer) rather than providing a completely brand-new bed system.

• Substantial Fault Choices: If the fault is deemed a substantial failure under the CGA, you maintain the legal right to choose between a replacement item or a full cash refund.

8. Corporate Contact Information

For all questions regarding returns, logistics status, or refund accounts, reach out to our support hub:

• Trading Platform: Naplux Sleep / Naplux Mattress New Zealand

• Depot Address: 18 Noel Burnside Road, Wiri, Auckland 2025, New Zealand

• Support Email: contact@naplux.co.nz

• Contact Phone: +64 226063010

• Official URL: www.naplux.co.nz