Return Policy

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1. Introduction

At Kluzarinshap, we take pride in crafting bespoke furniture pieces that meet your exact specifications. Because each piece is custom-made to your individual requirements, our return policy differs from standard retail furniture policies. Please read this policy carefully to understand your rights and our obligations regarding returns, refunds, and exchanges.

We are committed to ensuring your satisfaction with every piece we create. If you have any concerns about your order at any stage of the process, we encourage you to contact us immediately so we can address them promptly.

2. Custom-Made Furniture

2.1 Nature of Custom Products

All furniture created by Kluzarinshap is made-to-order based on your specific requirements, including dimensions, materials, finishes, and design details. Because these items are uniquely crafted for you, they cannot be restocked or resold to other customers.

2.2 Design Approval Process

Before manufacturing begins, you will receive detailed design specifications, including:

• Technical drawings with precise measurements
• Material specifications and timber samples
• Finish samples and colour options
• Hardware and fitting details
• Estimated completion timeline

Your written approval of these specifications is required before production commences. This approval confirms that the design meets your expectations and requirements.

2.3 Returns for Custom Items

Due to the bespoke nature of our furniture, we are unable to accept returns for custom-made items that have been manufactured according to approved specifications. However, we will work with you to resolve any issues related to craftsmanship or materials.

3. Defects and Quality Issues

3.1 Our Quality Promise

We stand behind the quality of our craftsmanship. If your furniture arrives with defects in materials or workmanship, we will repair or replace the affected item at no additional cost to you.

3.2 Reporting Defects

To report a defect, please contact us within 14 days of delivery with:

• Your order number and delivery date
• Clear photographs of the defect
• A detailed description of the issue

3.3 Assessment Process

Upon receiving your report, we will:

• Review the information provided
• Schedule an inspection if necessary (at no cost to you)
• Determine whether the issue constitutes a manufacturing defect
• Propose a resolution within 5 business days

3.4 Resolution Options

If a defect is confirmed, we will offer one of the following resolutions:

• Repair: We will repair the item at our workshop or arrange for an on-site repair
• Replacement: We will manufacture a replacement piece if repair is not feasible
• Partial Refund: In some cases, we may offer a partial refund to compensate for minor imperfections that do not affect functionality

4. What Is Not Covered

The following are not considered defects and are not covered by our return or repair policy:

• Natural Wood Characteristics: Natural variations in wood grain, colour, and texture are inherent features of solid timber furniture and are not defects. These may include mineral streaks, small knots, colour variations, and grain patterns.
• Environmental Changes: Minor movement, shrinkage, or expansion of timber due to changes in humidity and temperature are normal characteristics of solid wood furniture.
• Approved Specifications: Items that match the approved design specifications but do not meet expectations are not eligible for return.
• Damage After Delivery: Damage caused by improper handling, misuse, neglect, or accidents after delivery is not covered.
• Modifications: Items that have been modified, altered, or repaired by anyone other than Kluzarinshap are not eligible for return or repair under this policy.
• Normal Wear: Signs of normal use and wear that develop over time are not considered defects.

5. Cancellations

5.1 Before Production Begins

You may cancel your order before production begins and receive a full refund of any deposits paid, less any design fees or consultation charges that have been incurred.

5.2 After Production Begins

Once production has commenced, cancellation may result in forfeiture of some or all of your deposit, depending on:

• Materials that have been purchased or cut
• Labour hours already invested
• Stage of completion

We will provide a detailed breakdown of any costs incurred if you wish to cancel after production has begun.

5.3 Completed Items

Completed custom furniture that has been manufactured according to approved specifications cannot be cancelled or returned for a refund.

6. Changes to Orders

6.1 Before Production

Changes to your order specifications can be accommodated before production begins. Significant changes may affect pricing and delivery timelines. Updated quotations will be provided for your approval.

6.2 During Production

Changes requested after production has started may not be possible or may incur additional charges. We will assess each request individually and advise you of any implications.

7. Delivery Inspection

We strongly recommend that you inspect your furniture carefully upon delivery. Our delivery team will allow time for you to examine the item before signing the delivery receipt. Please note any concerns on the delivery documentation before signing.

If you discover any issues after delivery that were not visible during the initial inspection, please contact us within 14 days.

8. Refund Process

When a refund is approved:

• Refunds will be processed within 10 business days of approval
• Refunds will be made to the original payment method
• You will receive confirmation when the refund has been processed
• Please allow additional time for the refund to appear in your account depending on your financial institution

9. Consumer Guarantees

Nothing in this policy limits or excludes any rights you may have under the Consumer Guarantees Act 1993 (New Zealand) or other applicable consumer protection legislation. If you believe goods are faulty, not fit for purpose, or do not match their description, you may be entitled to remedies under these laws.

10. Contact Us

If you have any questions about our return policy or wish to discuss a specific issue with your order, please contact us:

Kluzarinshap
34C William Pickering Drive, Rosedale, Auckland 0632, New Zealand.
Phone: +64 9 415 6780
Email: welcome@kluzarinshap.world

Our team is committed to finding a fair resolution for any concerns you may have about your custom furniture.