Return & Refund Policy

We accept returns for most items within 30 days of delivery. The item(s) must be in its original, undamaged condition. If the packaging is too damaged, use a similar-sized box. If the item was delivered disassembled, it should be returned disassembled. If packaging was removed as part of the delivery process, no packaging will be needed. If your returned item is not received at our Returns Center, we reserve the right to reverse the refund. Please note out of City customers are responsible for the return on an item.

Damaged Item Return Policy?

If customer received furniture which has been damaged customer must contact us with in 24 hours of receipt and send us Proof of damage however some abnormalities are not considered damaged like Aged Wood effects, Vintage effects, Teak wood Splits, Small Cracking in solid Wood as these are character of Solid wood Furniture. 

How do exchanges work?

We don't offer direct exchanges of items but you can certainly return an item for store credit, and then place a new order for the item you want. We initiate a refund once the item has been received and checked at our warehouse. For store credit, this takes 24 hours from initiation, and 3-5 business days for refunds to the original payment method. You can either order your new item before returning the old one or wait until your refund has been received to place the new order.

Where applicable, your return ship fee will be automatically deducted from the refund amount.

There is 3% Refund Processing fees applies to all refunds. 

Is there an extended return policy for holiday purchases?

Yes There may be some exceptions over holidays.

How do I return an item?

Simply email our Store at info@rullen.co.nz with in 24 hours of items arrived and we will wait for the returned item to be shipped back by customer.

You may receive a special offer to accept a discount to keep the item instead of going through the hassle of returning it. This is a special offer just for you and the amount cannot be changed. If you do not wish to accept the discount, you can decline and proceed with setting up a return.

How will I receive my refund?

You can choose to receive store credit for your return, or have the original payment method refunded. Any associated return shipping costs will be deducted from the refund amount. More details can be found in our Refunds article.

Any outbound shipping charges collected on the order will not be refunded. This includes:

However, if your item is damaged or defective, these exceptions do not apply. In this case, we’ll take care of it and work with you to find the best solution.

Which items can’t be returned?

The following item categories cannot be returned:

• Open Box items

• Clearance items

• Gift cards

• Made-to-order or personalized items

• Items bundled at discounted rates (unless the entire bundle is returned)

• Items marked as 'Non-Returnable' (if an item is non-returnable, a message will appear advising of this once the item has been added to your cart)

• Live plants
• Vintage objects & Doors