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Returns & Refund Policy


RETURNS & EXCHANGES

To be eligible for a return or exchange, a Product must be unused, unwashed, in the condition you received it and in its original packaging.

To complete a return or exchange, we require a receipt or proof of purchase. Products requested for exchange will be subject to availability.

Please choose Products carefully as we do not provide a refund for change of mind. 

Furniture

Furniture items cannot be returned or exchanged, other than at The French Villa’s absolute discretion.

We recommend that you check dimensions to ensure the Product is the right size for your space and can access doorways before completing your purchase.

In the event that there are any concerns upon receiving your order, please contact us within 24 hours to discuss the issue by phoning us in store on 09 213 2814 or by emailing us at hello@thefrenchvilla.co.nz and quoting your order number.

Our Furniture is covered by a 12-month limited warranty from the date of purchase, provided that the defect claimed is not the result of normal wear and tear, the usual characteristics of the materials used, or due to misuse including sunlight or moisture exposure. The limited warranty does not cover commercial use.  Furniture must be cared for in accordance with care instructions otherwise the limited warranty will be deemed void. 

 

Homewares

Homewares items (excluding clearance and sale items, upholstery and furniture), can be exchanged in store within 7 days of purchase. If you wish to exchange or return a homewares product, please email us at hello@thefrenchvilla.co.nz with your order number or bring the item in store with your receipt as proof of purchase. 

 

Shipping on returns

Should you decide to return or exchange a Product, all return delivery charges including the original cost of delivery will be the responsibility of the Customer, unless The French Villa accepts responsibility.

Delivery costs are non-refundable. If you receive a refund, all related shipping costs, including the original cost of delivery, will be deducted from your refund.

For returns on furniture items approved by the French Villa, our delivery provider will need to collect the Product for return.  Our delivery provider will contact you direct about a suitable time for collection. If the item is not in its original packing this may incur a repacking fee of $30 upon collection payable directly to the delivery provider.

For more information on returns please see our Terms. 

 

Order cancellations & changes

Orders placed online are considered final and cannot be altered or cancelled. If you need help with an order, please email us at hello@thefrenchvilla.co.nz

 

REFUNDS

Once your returned Product is received and inspected, we will notify you whether your refund has been approved or not.

Approved refunds will be processed using the original payment type. EFTPOS/Credit Card refunds will only be processed against the original card details (the exact card used to make the original purchase).

 

Late or missing refunds

Please note that bank processing times can affect when you receive your refund.  If you have not received your refund within five business days of our written confirmation that your refund has been processed by us, please contact us at hello@thefrenchvilla.co.nz or by phone on 09 213 2814.

 

Sale or clearance items

Sale and clearance Products cannot be refunded. Please choose carefully.

 

Gifted purchases

If you return a Product that was marked as a gift when purchased, you will receive a store credit for the value of your return.

 

Gift cards

Gift cards cannot be refunded.

 

Exclusion of Implied Warranties

Please see The French Villa Terms for further details.

 

Last updated October 2019

Note: Capitalised items used in this policy have the same meaning as defined in the French Villa Terms, unless otherwise defined in this policy.