Freedom Warranty

As At October 2023

Freedom Furniture New Zealand Limited NZ Company number 1334871 (“Freedom” or “we” or “us” or “our”) provides this warranty (“Warranty”) for its products that have been purchased in New Zealand. The benefits provided in this Warranty are in addition to other rights and remedies of a consumer under the Consumer Guarantees Act 1993 (”CGA”) and the Fair Trading Act 1986 (“New Zealand Consumer Law”) and any other laws in relation to the products to which this Warranty relates. The Warranty period commences from the date of sale.

The period of the Warranty will be:

    (a) 10 years for upholstery frames (including sofas, daybeds, chaise, armchairs and recliners, and excluding occasional chairs, dining chairs and bar stools);

    (b) 2 years for furniture (including upholstery furniture coverings, foam, finishing (stitching, glue, nails, tacks) and recliner mechanisms), pendant lights and any other product which Freedom identifies in writing as attaching this Warranty; and

    (c) 1 year for all other products.

This Warranty covers the replacement or repair of any product that has a manufacturing or material defect that is not the result of normal wear and tear, or a natural characteristic of the material used. This Warranty is not transferable and does not cover products used for commercial purposes.
myFreedom members: The period of the Warranty for upholstery frames, as mentioned at (a) above, for members of the Freedom loyalty program, myFreedom, at the date of sale, will be 12 years.

Exclusions: This Warranty does not apply to any products sold as seconds, floorstock, repaired products, or products that have a defect where this has been drawn to the customer’s attention before the purchase of the product. In addition, this Warranty will not apply if:

   (a) Repairs to a product are made or attempted by a service provider other than one approved by Freedom.

   (b) The product has not been used or maintained in accordance with the manufacturer’s instructions as provided with the product.

   (c) The customer uses the product in an abnormal manner for example if the product is abused, misused, dropped, crushed, impacted with any hard surface, exposed to extreme heat (including fire) or cold, not maintained properly or used after partial failure.

   (d) The product has been modified, incorrectly adjusted or operated, subjected to incorrect electrical supply or inconsistent electrical supply or used with inappropriate accessories.

   (e) The product is tampered with in any way.

   (f) The product’s serial number, as applied by the manufacturer, has been altered or removed from the product.

Mattress Warranty: Freedom will pass on any warranty on a mattress provided to it by a mattress manufacturer to you. The warranty terms, including the warranty period, is as specified by the manufacturer, and is in addition to other rights and remedies of a consumer under New Zealand Consumer Law.

New Zealand Consumer Law: If you are a consumer under New Zealand Consumer Law, you have certain rights.  Nothing in these Terms & Conditions limits or excludes any rights that you have as a consumer that cannot be lawfully limited or excluded.  Information about New Zealand Consumer Law is available from the website of the New Zealand Commerce Commission

Consumer guarantees: Our goods come with guarantees that cannot be excluded under the CGA.  You are entitled to a replacement or refund for a failure of substantial character and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a failure of substantial character.

Consumer guarantee remedies:  CGA provides that if there is a failure of substantial character with the product, the customer is entitled to:

   (a)    reject the product and get a refund;

   (b)    reject the product and get an identical replacement, or one similar in value if reasonably available; or

   (c)    keep the product and obtain compensation from Freedom for the drop in value of the product caused by the failure of substantial character.

If there is a minor failure with the product, the customer is entitled, at the election of Freedom to:

   (a)    a refund of the cost of the product;

   (b)    replacement of the product; or

   (c)    have the product repaired within a reasonable time.

Exclusion of implied warranties: Subject to the above, to the full extent permitted by law, all warranties, conditions and other terms express or implied by statute, custom or common law are excluded. Nothing contained in these Terms & Conditions excludes or restricts any consumer guarantee, warranty, condition, right or remedy implied by any statute (including New Zealand Consumer Law) which cannot be excluded, provided that, to the extent that the statute permits, Freedom is entitled to limit its liability as set out above for a breach of a guarantee, condition or a warranty implied by that statute.

How to make a claim

To claim under this Warranty, please complete an online claim form at  https://freedom-nz.zendesk.com/hc/en-us.  

You will be requested to either return the product for inspection/repair, or we will arrange for the product to be inspected at your home. Freedom reserves the right to charge a reasonable upfront call out fee prior to inspection of the product, in which case such a fee will be refunded should Freedom determine you have a valid claim.

If you are requested to return the product to Freedom for inspection/repair, you will need to arrange and pay for the transportation of the product to the store or other address advised by Freedom. If the product cannot be returned easily because of its size or height, a problem with the product, or the way it is attached, Freedom will arrange and pay for the transportation of the product. If Freedom determines there is a valid claim, it will reimburse you for any reasonable transportation costs paid by you. If Freedom reasonably determines you do not have a valid claim, you must reimburse Freedom for any reasonable transportation costs that Freedom has paid and any reasonable return transportation costs.

Freedom will assess the product to determine the nature of the issue, and whether you are entitled to a remedy under the Warranty. Sometimes we may have to forward the product to the manufacturer or repair agent and liaise with them. Before a claim will be processed, we require proof of purchase from you (the sales docket receipt or another acceptable form of proof of purchase).

We will do our best to resolve the issue in a timely manner. For any queries please visit our help centre at https://freedom-nz.zendesk.com/hc/en-us.

Freedom Furniture New Zealand Limited 
18 -26 Amelia Earhart Avenue, Mangere Auckland 2022
Phone: 0800 469 327