Before placing your order with us, please ensure you have checked our Product Availability. You can find a link to our Product Availability on every product page. Most of our purchases are pre-orders as our stock sells out fast - so please check the Product Availability to find out when stock will be available to fill your order. If you place an order with us and later realise you did not check the Product Availability, we will provide you with a refund if desired, for the amount that we received for your order (minus any third party payment fees).
Warranty Terms & Conditions
MANUFACTURER'S WARRANTY FOR FAULTY GOODS
All of our furniture comes with a 12-month manufacturer's warranty.
If any of your recently purchased products are faulty, contact us immediately. Do not assemble your furniture if it is faulty. The fault will be assessed and a resolution will be negotiated depending on the type of fault and the assessed cause of the fault. If assembling your furniture makes it impossible for us to establish if the cause of a fault was due to mishandling in assembly, the issue will not be covered by warranty. We will repair, replace or refund any faulty goods where the assessment clearly reveals that the defect is a manufacturing fault. We will work with you to obtain the photographic evidence that we require to enable us to assess the fault and then determine the appropriate course of action in order to resolve the issue. It may take up to 2 weeks to receive a replacement part - particularly in a busy period.
EXCLUSIONS OF MANUFACTURER'S WARRANTY FOR FAULTY GOODS
We cannot provide a replacement, repair or refund for furniture where there is damage and it is assessed to be caused by misuse or mishandling by the customer. As an example, where damage to an item is indicative of force used in the assembly process, as well as a failure to follow the assembly instructions - a refund, replacement or repair will not be provided free of charge. Where a customer fails to provide the requested photos that are required to assess the cause of a fault, the warranty will also be void. However, in these cases we do still want our customer's to be happy with our products and we will offer to order a replacement part or piece and these will be provided at cost price only. In these cases, the customer will be required to pay for shipping costs.
SHIPPING WARRANTY FOR DAMAGES OR LOSS IN SHIPPING
If furniture is assessed to be significantly damaged in transit or on delivery, we will again refund, repair or replace the damaged parts at our own cost and in a timely manner. When you purchase a product with us and elect to pay for domestic shipping, your shipping costs include a warranty cover for any major damages or loss that occurs with our courier. This protects us and you in the event of loss or damages caused to your goods in transit.
Because our furniture is packaged in a specific manner - we are able to determine where the furniture is damaged based on where the box is damaged. We will work with you to obtain photographic evidence of the packaging as well as the furniture and we will submit a warranty claim where there is clear evidence that damage has genuinely occurred in transit. We will require you to securely re-package the goods (if they have been opened) into the original boxes for return shipping. Please note, we have only submitted 2 warranty claims in over 2 years. If we do need to retrieve any item/s that are genuinely damaged in transit, this will be done at our expense. Or, if we need to replace or repair any damaged item/s this will also be done by using your shipping warranty cover.
EXCLUSIONS TO SHIPPING WARRANTY FOR DAMAGES/LOST ITEMS IN SHIPPING
In the case of significant damages in shipping you will only ever pay the one-time, original cost of having your items sent to you. Where damages that are clearly not your fault occur (for example, a forklift appears to have gone through your cot box...and your cot) there will be no additional costs to you. Please note, in these cases the original cost of shipping is non-refundable. We use a third party for the shipping of goods. We do not profit from the shipping of goods and we do not factor shipping costs into the pricing of our goods. This enables us to offer low prices on the sale of our goods. However, it also means that your original shipping costs are non-refundable by us if we allow you to opt for a refund in the case of goods damaged in transit - as outlined, we will however, pay for the shipping costs in the recovery or replacement of majorly damaged goods in these cases.
Your shipping warranty does not cover you for theft following the delivery of your goods. We will provide you with a tracking link so that you will have notice as to when your goods will be delivered - this is in order for you to arrange to be home, or arrange for a family member or friend to be home when your goods are delivered. Cloud 9 Baby Bedrooms does not insure your goods for loss subsequent to delivery. Please seek insurance from a third party insurer if need be, or arrange with us to have your order delivered to your nearest TNT depot for collection by you. This must be arranged via email, prior to placing your order (we will provide you with the shipping address). Please note - we have not had any orders go missing upon delivery, but it is important to be aware of this risk and take measures if needed.
LIMITATIONS TO YOUR WARRANTY
Minor cosmetic issues such as chips and indents are not covered by your warranty. Because the furniture is made from NZ Pine and this material is a soft wood, the product does carry the inherent risk of chips and indents at any time during transit, or assembly, or regular usage. Please note - chips and indents rarely occur in transit due to the careful packaging of our products. Chips and indents sometimes occur in assembly when items are dropped or banged etc - please handle with care and always assemble your furniture on a soft (e.g. carpeted surface). This is the case with any timber furniture item.
Our wholesale pricing does not allow for free replacement parts or free shipping where minor damages such as chips and indents occur between our warehouse and your house. However, we will offer a replacement part at cost price plus the cost of shipping, or a free sample pot of paint to touch up the issue yourself. Chips and indents are deemed 'acceptable quality' because although we sell brand new goods, we sell these at genuine wholesale prices, or direct factory outlet prices equivalent to the price of 'seconds'. We also do not profit from the shipping of goods and we do not factor shipping costs into the pricing of our goods. This enables us to offer you much lower prices (around 50% off retail prices) on the sale of our goods however, it prohibits us from offering an extended warranty for minor cosmetic issues that would be included when these items are purchased at full retail prices.
Please be sure to follow the care instructions for your furniture as your warranty does not cover you for damages incurred by misuse. In particular and unlike other timber furniture, our baby furniture uses a non-toxic paint for safety reasons (e.g. to protect your teething baby if he/she chews the timber and ingests the paint). This means the paint is a water based enamel - not an oil based enamel. Water based enamel, unlike oil based enamel, is not water resistant. Therefore, do not wash your furniture with any liquids, or leave any containers holding liquids on your furniture as this may damage your paintwork, causing it to chip over time. You can dust your furniture and use a damp cloth to spot clean as needed.
Terms & Conditions for Returns
CHANGE OF MIND REFUNDS
All products are refundable where they are in perfect condition for re-sale purposes. If you receive your flat packs, then change your mind and want to return the unopened boxes within 2 weeks for a refund, we will accept your return of goods and refund the full amount that we received for your sale (minus any terminal fees).
EXCLUSIONS OF CHANGE OF MIND REFUNDS
Please note, timber furniture is no longer in perfect condition after assembly, as slight indentation occurs at fixation points due to fastening. We will not accept returns where there is ANY damage including evidence of assembly, as this renders the furniture unfit for re-sale purposes. We may also decline a return of goods if the product has been removed from it's original packaging and returned to the boxes in a disorderly manner that has caused damage to the paint work or varnish. Again, this renders the furniture unfit for re-sale purposes.
TIME FRAME FOR RETURNS
All products with manufacturing faults before assembly must be reported within 14 days of purchase. All Change of Mind returns must be returned within 14 days of purchase. All other issues (that are not the result of misuse or mishandling) will be within your 12-month warranty period. We are happy to order replacement parts at your cost at any time outside of your 12-month warranty period.
REQUIREMENTS FOR RETURNS
Please provide your proof of purchase including your original receipt when you return any goods. Any free or bonus goods must also be returned. Where possible, please return the items in the original packaging to avoid damaging the goods. The item/s will be assessed to ensure they are in the same condition for re-sale purposes before you receive your refund. In the case of damaged goods, this may take 1-2 weeks, as the items may need to be returned to the supplier or manufacturer for assessment.
CREDIT FOR RETURNS
Refunds will be made to you via your original payment method. Your refund will consist of the total amount you paid minus any terminal fees in the case of you returning goods in perfect condition. Where refunds or partial refunds are given due to damages or partial damages, this will be negotiated with you on a case-by-case basis.
PACKAGING FOR RETURNS
All goods should be returned in the original packaging. Where this is not possible, the goods should be packaged in the same manner as the original packaging to avoid damage to the goods, or further damage to already damaged goods for assessment purposes in determining a refund, replacement or repair. Please note where goods are returned in different packaging they are susceptible to damage in transit - where damage occurs in transit, we are not able to provide a full refund. The refund amount will be based on the condition of the goods returned to us.