Refund policy

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We offer a free Interior Design service and spatial planning to our customers so you select the perfect piece for your home.  We advise you make the most of this service so you can buy confidently.

 

We offer a 14-day returns policy on most products — but not all items are eligible for return. Please read the following carefully to understand our policies and exceptions.

You have 14 days after receiving your item to request a return. 

Rug Returns:

  • You must contact us within one day of delivery to notify us of your intention to return a rug.
  • Our rug collection can be returned but will incur a 10% restocking fee to cover shipping and supplier costs

Marble Decor or Tray Returns:

  • You must contact us within one day of delivery to notify us of your intention to return a marble piece.
  • Our Marble decor and trays can be returned but will incur a 10% restocking fee to cover shipping and supplier costs
  • We cannot accept returns on trays that have been used improperly, or in a circumstance where the marble or travertine has not been given due care when using. Please adhere to cleaning instructions in your package and online when cleaning your tray.  

*We do not accept returns for our cushions and throws for change of mind.  Please ask for assistance if you need help selecting for your home. 


To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. 

Items Paid with Afterpay

  • Items paid via Afterpay can be returned.
  • A 5% fee applies to refunds to cover Afterpay transaction fees.

Please note on the below:

  • Shipping costs are not refundable.
  • You are responsible for return shipping costs and appropriate protective packaging for the item to not get damaged during transit.
  • We don't take responsibility for lost items
  • Returned items must be received within 14 days of the purchase date.

 

Damages and issues
Please inspect your order upon reception and contact us with 24 hours if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

If the item is damaged in transit:

  • Please photograph the item and packaging as soon as possible.
  • Contact us right away — we’ll advise if the item needs to be returned.
  • We will cover all replacement and shipping costs.

To start a return, you can contact me at jamie@durrantdesign.co.nz. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Unfortunately, we cannot accept returns on sale items or gift cards.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at jamie@durrantdesign.co.nz.