Last Updated: February 2026
Business Location: 268 Neilson Street, Onehunga, Auckland 1061, New Zealand
Vivopolish creates custom handmade furniture tailored to your specifications in our Auckland workshop. Due to the bespoke, made-to-order nature of our work, standard return policies do not apply once production has commenced. However, we are committed to ensuring your complete satisfaction and will work with you to resolve any issues in accordance with New Zealand consumer protection laws.
This Return Policy operates in conjunction with your rights under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986. Nothing in this policy limits your statutory rights as a New Zealand consumer.
As custom furniture is made specifically to your design and specifications, returns are not accepted once production has begun. This policy reflects the unique, made-to-order nature of our work.
We work closely with you throughout the design and production process to ensure the final piece meets your expectations. Multiple opportunities for review and approval are provided before and during construction.
Before production begins, you will receive:
Production commences only after you have approved the design and paid the required deposit. Once production begins, the order cannot be cancelled or returned.
If your furniture arrives with a manufacturing defect or fails to meet the specifications agreed upon in your design approval, we will:
This warranty covers defects in materials and workmanship under normal use conditions. Normal wear, damage from misuse, or changes due to environmental conditions are not covered.
If you change your mind before production begins, you may cancel your order. However, any design work completed may be subject to a design fee.
Once production has commenced, cancellation is not possible. Deposits and progress payments are non-refundable as materials have been purchased and work has been completed.
If your furniture is damaged during delivery:
All deliveries are insured, and we will handle any damage claims directly.
In cases where a refund is approved (such as manufacturing defects that cannot be repaired), refunds will be processed within 14 business days using the original payment method.
For cancelled orders before production, any refunds will be calculated based on work completed and materials purchased.
Under the Consumer Guarantees Act 1993, you have automatic statutory guarantees that goods:
If goods fail to meet these guarantees, you may be entitled to:
Our return policy operates in addition to these statutory rights, not in place of them. We cannot contract out of the Consumer Guarantees Act for consumer transactions.
For business customers (purchasing for business purposes), different rules may apply. Please contact us to discuss business purchase terms.
Under the Fair Trading Act 1986, we are prohibited from engaging in misleading or deceptive conduct. If you believe we have misrepresented our products or services, you may have additional rights and remedies. Contact the Commerce Commission if you have concerns about unfair trading practices.
If you are not satisfied with our response to a return or quality issue:
We are committed to resolving disputes fairly and in good faith, in accordance with New Zealand consumer protection standards.
For questions about returns, refunds, or to discuss a quality issue, please contact us:
Vivopolish
268 Neilson Street, Onehunga, Auckland 1061, New Zealand
Phone: +64 9 636 6068
Business Hours: Monday to Friday, 9:00 AM - 5:00 PM NZST
Email: info@vivopolish.world
We aim to respond to all enquiries within 2 business days. For time-sensitive matters or if you prefer to speak directly, please call during business hours.
We may update this Return Policy from time to time to reflect changes in our practices, legal requirements, or for other operational reasons. Material changes will be notified by:
Changes to this policy do not affect your rights under the Consumer Guarantees Act 1993 or other mandatory New Zealand consumer protection laws.