Refunds and returns
Last updated 7 September 2026. This policy is reviewed periodically; if anything here is unclear, ask us before you order.
Your rights under the Consumer Guarantees Act 1993
These apply to everything we sell and cannot be contracted out of for a consumer sale. Goods must be of acceptable quality, fit for the purpose they are sold for, and match their description.
If something is faulty, not fit for purpose or not as described, you are entitled to a repair, a replacement or a refund. Where the failure is substantial the choice is yours. We pay return postage on a faulty item, and compensation may also be available for reasonably foreseeable loss.
Nothing on the rest of this page limits any of that.
Changing your mind
New Zealand law gives no statutory cooling-off period for an ordinary online purchase. The window below is our own policy, offered because buying bedding you cannot touch first is a fair thing to be unsure about.
- You have 15 days from purchase.
- The item must be unused and in its original packaging.
- You need the receipt, the order confirmation or other proof of purchase from this website.
- A $39 non-refundable handling charge applies. It covers the original picking and packing.
- You pay the return postage, and we ask you to use a tracked service.
We do not accept free change-of-mind returns. These are bulky items with real shipping costs, and we would rather say so here than surprise you later.
Cancelling before it ships
An order can be cancelled at any time before it ships, and a 12.5 per cent service and processing fee applies. Most orders ship within 24 hours, so a cancellation needs to reach us within about 12 hours to catch it.
Once packing and shipping have started it can no longer be cancelled, and the change-of-mind policy above is what applies instead.
Damaged, incorrect or missing
Tell us straight away and we will put it right. We bear the return postage where a product arrived damaged or went missing in transit. We may ask for a photograph of how it arrived, which speeds the claim up rather than slowing it down.
How a refund is paid
Refunds are processed 24 to 48 hours after we receive the returned item, back to the original payment method. If you would rather hold it as credit against a future order, say so and we will.
What we cannot take back
Purchases made from a third-party retailer rather than from this website. Take those to the retailer you bought them from.
Starting a return
Email theteam@customersupport.care with your order number and what you would like to happen. Support is answered seven days a week and most emails are answered within one business day.
If we cannot agree
You can take a consumer complaint to the Disputes Tribunal, and the Commerce Commission at comcom.govt.nz enforces the Fair Trading Act 1986.
Who you are dealing with
The Fluffee Company New Zealand, a division of BuyFactory Direct Pty Ltd, a wholly owned subsidiary of Caruso Consulting Co Ltd, 8 Commerce Street, Auckland CBD, Auckland 1010, New Zealand. Email theteam@customersupport.care.