Returns and Cancellations
Order Cancellations
Change of Mind While MyHome is not obligated to cancel orders or provide refunds unless goods are unavailable, we understand that circumstances change. If you haven’t taken delivery of your goods, please contact us to discuss possible order modifications. We will work with you where possible to find a suitable solution.
Loan Cancellation Process You can cancel your loan arrangement independently; however, if MyHome cannot accommodate order cancellation, you will need to pay Instant Finance the full cash price plus any applicable fees before the Credit Plus loan can be cancelled.
Cancellation Fees Cancelled orders may result in supplier charges for restocking or cancellation fees, which may be passed on to customers at MyHome’s discretion. These fees help suppliers absorb costs including freight, re-packaging, and re-shelving when merchandise can no longer be sold as new. You will be notified of any applicable charges before cancellation is processed.
Non-Cancellable Items Some products cannot be cancelled or restocked due to hygiene requirements, including beds and refrigerators.
Return Requirements
Condition Standards For returns to be accepted, goods must meet the following criteria:
- Items must remain sealed and unopened
- Original packaging must be intact and undamaged
- Products must be in original condition
Return Credit Approved returns will receive MyHome credit applied to your Instant Finance loan account equivalent to the original purchase value.
Warranties and Consumer Rights
Manufacturer Warranties All products include standard manufacturer warranties, with coverage varying by product. MyHome acts as your agent to resolve warranty issues with manufacturers.
Defective Product Process To process warranty claims, please provide:
- Photographs of defective, faulty, or incorrect products
- Images of original packaging
- Description of the issue or defect
MyHome covers all costs for returning genuinely defective, faulty, or incorrect goods. However, if inspection reveals goods are not in breach of the Consumer Guarantees Act, examination and return costs may be charged to the customer.
Consumer Guarantees Act 1993 Protection
Under New Zealand’s Consumer Guarantees Act 1993, you have comprehensive legal rights for all purchases, including:
Quality Guarantees Your goods must be:
- Fit for their intended purpose and common use
- Free from minor defects
- Safe for normal use
- Durable and long-lasting
- Acceptable in appearance and finish
Additional Guarantees
- Fitness for Purpose: Goods must be suitable for any specific purpose you’ve made known to us
- Description Accuracy: Products must match all descriptions provided
- Sample Correspondence: Goods must match any samples or demonstration models shown
Failure Resolution
Minor Failures For minor issues that can be remedied within a reasonable timeframe, we will:
- Repair the product, or
- Replace with identical goods, or
- Substitute with a mutually agreed alternative, or
- Provide a full refund if repair/replacement isn’t possible
Major Failures For significant failures that cannot be repaired within a reasonable time, or constitute a “failure of substantial character” under Section 21 of the Consumer Guarantees Act, you may choose:
- Replacement: We’ll provide goods of the same type and similar value wherever possible
- Full Refund: Complete refund of the purchase price
Return Shipping Costs
Our Responsibility MyHome covers all return shipping costs for genuinely defective, faulty, or incorrect products.
Customer Responsibility If inspection determines goods don’t breach the Consumer Guarantees Act, you may be charged for examination fees and return shipping costs. You may be asked to demonstrate that any issues weren’t caused by misuse.
Refund Processing
Discretionary Refunds All refunds are issued at MyHome’s discretion, subject to the terms outlined in this policy and your rights under the Consumer Guarantees Act.
Processing Timeline Approved refunds are typically processed within 5 working days of agreement.