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In-Store Customer Terms & Conditions

Reproduction of colours is as accurate as photographic processes allow, but please note colours instore may vary slightly from what is displayed on your monitor.

Steinhoff Asia Pacific Limited is bound by the NZ Privacy Act 1993. Freedom's Privacy Policy outlines how and when personal information is collected, stored and distributed by Freedom.

This web site may be accessed in New Zealand and throughout the world. Steinhoff Asia Pacific Limited makes no offer in or by this web site to sell any product or service in any country outside New Zealand and no representations that the content of this web site complies with the laws of any country outside New Zealand. If you access this site from outside New Zealand, you do so at your own risk and are responsible for complying with the laws in the place where you access the site. The use of this site is governed by, construed and enforced in accordance with the laws of New Zealand.

Products, Availability & Assembly
Due to popularity or interruption of supply some items may be unavailable or out of stock. As our stores vary in size, it is possible that not all items are displayed in all stores. While we aim to ensure that information on this website is correct, sometimes errors do occur for which we apologise. Some items may require self-assembly. It may be necessary to make changes to product specifications. We reserve the right to make these changes at any time and without notice. Payment Full payment for products must be made at the time of purchase, except in the event of custom-made products, in which case Freedom may at its absolute discretion agree to accept a 50% deposit with the payment of the balance at a later time, but in any event full payment must be received by Freedom prior to delivery being arranged.

You must collect or take delivery of products within 14 days from the day that we notify you that they are available. If you fail to do so, Freedom may charge reasonable storage fees per delivery per week and/or cancel your order.

Delivery charges and estimated dates will depend on where your product is being delivered. You must ensure correct delivery address and access details are provided to us. We will use all reasonable endeavours to meet the estimated delivery date. Under the New Zealand Consumer Guarantees Act 1993 ("Consumer Law"), we have a statutory obligation to deliver goods within a reasonable time. So long as the goods are delivered within a reasonable time, you agree that Freedom is not and will not be liable for any loss or damage, however it may arise, if the products are not delivered by the estimated delivery date. Products will only be delivered if a person aged over 18 years and able to accept delivery is at the delivery address. If delivery cannot be made because an appropriate person is not present, a card will be left, and you are responsible for arranging collection from the address identified on the card or booking a new delivery.

Risk and Title
All Risk in Freedom products passes on delivery of the products to the customer or its nominated agent or representative. Title passes on delivery of the products to the customer and receipt by Freedom of full payment by either cash or clearance of funds into our bank account.

Freedom Warranty
Freedom provides this warranty for its products that have been purchased in New Zealand. This Warranty is subject to the Consumer Law.

The Warranty period commences from the date of collection or delivery:

  • 10 years for frames for sofas, daybeds, chaise, armchairs and recliners;
  • 2 years for furniture (including upholstery furniture coverings, foam, and recliner mechanisms), pendant lights and any other product which Freedom identifies in writing as attaching this Warranty; and
  • 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. This Warranty does not cover finishing (including stitching, glue, nails, tacks).

Where Freedom Warranty does not Apply
This Warranty does not apply to any products sold as seconds, floor stock, repaired products or products that have a defect where this has been drawn to your attention before you purchased the products.

In addition, this Warranty will not apply if:

  • Repairs to a product are made or attempted by a service provider other than one approved by Freedom.
  • The product has not been used or maintained in accordance with the manufacturer’s instructions as provided with the product.
  • 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.
  • The product has been modified, incorrectly adjusted or operated, subjected to incorrect electrical supply or inconsistent electrical supply or used with inappropriate accessories.
  • The product is tampered with in any way.
  • The product’s serial number, as applied by the manufacturer, has been altered or removed from the product.

Additional Rights under Consumer Law
In addition to the Freedom Warranty, our products come with statutory consumer guarantees that cannot be excluded. The rights afforded to you by these guarantees are separate to your rights under the Warranty. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the products repaired or replaced if the products fail to be of acceptable quality and the failure does not amount to a major failure. To the extent that they are compatible with the Consumer Law, the exclusions and provisos that apply to the Warranty apply to these guarantees.

Consumer Guarantee Remedies
If there is a major failure with the product, you are entitled to:

  • reject the product and get a refund;
  • reject the product and get an identical replacement, or one similar in value if reasonably available; or
  • keep the product and obtain compensation for the drop in value of the product caused by the major failure.   
If there is a minor failure with the product, the customer is entitled, at the election of Freedom, to:
  • a refund of the cost of the product;
  • replacement of the product; or
  • 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 and conditions excludes or restricts any consumer guarantee, warranty, condition, right or remedy implied by any statute (including the 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. If the customer acquires a product in trade, the customer agrees that the Consumer Law does not apply in accordance with section 43(2).

Returns Policy
For homewares items (excluding clearance and sale items, upholstery and furniture) collected and paid for at the time of purchase in store (‘cash and carry’), in addition to remedies available under the Warranty or consumer guarantees, if you change your mind you may return the product within 7 days of purchase provided that the product is returned in its original condition and is in its original unopened and sealed packaging, and accompanied by the original sales receipt or another form of proof of purchase for a Note of Credit Except as set out above, Freedom shall not accept a cancellation for change of mind by a customer, unless Freedom chooses to do so at its absolute discretion.

If Freedom does accept such cancellation, the customer must pay an amount to Freedom, which in Freedom’s reasonable view reflects the loss that Freedom will suffer as a consequence of the cancellation (including but not limited to storage fees and any markdown). Freedom shall offset this amount against any monies already paid to us by the customer for this product and refund the balance. For any cancellation charges over and above what has already been paid to Freedom, the customer must pay such amounts to Freedom within 7 days of Freedom’s request to pay.

Made to Order
Stock notwithstanding any other provision of these terms and conditions, products which are made to individual customer specifications which have to be ordered specifically for a customer cannot be cancelled or returned if the customer decides the customer no longer wants the products.

How To Make A Claim
To claim under the Warranty or a consumer guarantee, you must return the product for repair/inspection to your store of purchase at your cost (including any freight and insurance charges) together with the original sales docket or another form of proof of purchase. We will assess the product to determine the nature of the issue, whether you are entitled to a remedy, and in the case of a minor failure, the remedy that will be made available to you. Sometimes we may have to forward the product to the manufacturer or repair agent and liaise with them. We will do our best to resolve the issue in a timely manner. If your product cannot be easily returned to your local Freedom store because of its size (Bulky Goods), we will arrange for the product to be assessed or request photographic evidence. If the Bulky Goods have suffered a major failure, Freedom will arrange to collect the Bulky Goods at no charge to you. For any queries please call Freedom on 0800 373 336.

If any part of these terms and conditions are found to be void, invalid or otherwise unenforceable, then that part shall be deemed to be superseded by a valid, enforceable provision that matches the intent of the original provision as closely as possible. The remainder of these terms and conditions shall continue to be enforceable and valid. Goods are sold for domestic use in NZ only. These terms and conditions will be governed by and construed in accordance with the laws of New Zealand.