At queenb we stand by the quality of all of our products and are committed to ensuring you are satisfied with your purchase.
Exceptions for Returned Products
Due to hygiene reasons we cannot accept returns of duvet inners, mattress toppers or pillows, unless they are faulty. If the product is faulty we will meet our obligations under the Consumer Guarantees Act to provide a remedy. We also do not return/refund special make items or items marked "sale"/"clearance" products, as they are on sale to clear.
All Beds, Mattresses and Foam Mattresses are made to order (hence the time delay declared on each product listing); as a result these are considered a special make item and are NON-Returnable for change of mind.
We cannot accept returns on special import products from Australia, so please think and measure carefully and if you are unsure please contact us for advice before placing your order. These products will be identified by a delivery tick box that you need to agree to in order to proceed with the order.
We also do NOT accept returns for bedheads, bunk beds, and furniture.
If the return is a result of our error, please contact us so we can discuss a method of return shipping. Please note you have 30 days to advise us if any mistakes have been made on your order.
Change of Mind
If you are unhappy with your purchase you may return it to us within 7 days of delivery with the condition the product remains in its original, unopened, unused condition complete with all original packaging, tags and instruction manuals (unless it is one of the exception products above that cannot be returned). Please note we charge a $10NZD restocking fee which be deducted from the purchase price. You will be expected to ship the item back to us at your expense.
Please note if you are returning an item for a refund we are bound by our bank agreement to refund to the original credit card used only. If this is not possible (i.e. your credit card has been cancelled or has expired) and we need to refund you in a different method to that originally used, a fee based on the original purchase price will be charged to you.
queenb abides by the Consumer Guarantees Act for any faulty or damaged items. If the product is faulty we will meet our obligations under the Consumer Guarantees Act to provide a remedy.
Items Damaged in Transit
If for any reason you are unhappy with the condition your item has arrived in please contact us immediately so we can remedy the situation. Please ensure you keep all of the contents including the packaging the goods arrived in. We have a limited time frame during which we can lodge claims with our external courier companies so we ask you please contact us in a timely manner.
Please note we take no responsibility for international orders damaged in transit. We package our goods safely and securely so they turn up to your doorstep in the best condition possible.
Items Returned that are not in Sellable Condition or Outside the 7 Day Timeframe
If you have an item you wish to return that has been opened, or is outside of the 7 day returns timeframe please contact us so we can remedy your purchase.
How to Return an Order
You can return any item you purchased (excluding clearance items, special make items, duvet inners, mattress toppers or pillows for hygiene reasons, unless they are faulty) within 7 days of receiving your order. Simply log into your account, click on the "Returns" section and follow the online instructions. Alternatively, you can contact us and we can assist you. We do require a Returns Authorisation Form to accompany the item upon return. Please note a refund or credit note will be issued within 14 working days of receipt of the return.
Important - No Postal Deliveries are accepted - COURIER ONLY.
All international sales are final and we do not accept any returns for international purchases.
Returning Orders Exceeding $500NZD
If your order exceeds $500.00NZD and you return it for a refund you will be expected to pay the original freight cost- for which an invoice will be issued, and a re-stocking/admin fee of 5% of the value of the order will also be deducted from your refund.