Returns

Fabric Returns

Fabric purchased via this website is cut to order and cannot be returned under any circumstances unless it is found to be flawed* or incorrectly supplied (wrong fabric or colour). 

Please check your fabric thoroughly before cutting it. If you have arranged for your fabric to be sent to a third party (eg. a curtainmaker/upholsterer/workroom) they are responsible for checking the fabric prior to cutting it.

Flawed* or incorrect fabric MUST remain UNCUT to qualify for an exchange/refund. No fabric can be returned once it has been cut (even if it is found to be flawed* or incorrect later). 

Returned fabric must also be in the same condition as it was sent - ie. not folded or creased.

If you find fabric purchased via this website to be flawed* or incorrect, you must notify us in writing (email) as soon as the issue has been found and provide photos of the issue if possible.

McKenzie House will fully replace any fabric found to be flawed* or incorrect with the same fabric at our cost (including all freight costs). We will just ask that you pack the fabric into suitable packaging (ideally the packaging it arrived in) and make it available for our courier to collect it.

If, for some reason, your chosen fabric is no longer available you will be offered an alternative fabric and if that is not acceptable, you will be offered a full refund of the amount you paid (including freight costs). Alternative fabrics will be of the same value as the original purchase.  However, if you choose a fabric with a lesser value we will refund the balance. If you choose a fabric with a greater value you will be required to pay the difference.

*A note about flaws: All rolls of fabric contain flaws in some form or another. Fabric is inspected and flaws taken into account prior to despatch. For fabric purchases over 5 metres, to ensure that we supply your required fabric quantity free of flaws you will be asked to supply the details of the 'cuts' required (we will contact you by email for these details once your payment has been received). This doesn't mean we will cut your fabric into lengths - it simply means we will ensure that you or your maker will have enough flaw-free fabric to complete your project. Sometimes this means you will receive more fabric than you ordered/paid for, the flaws will be marked within the roll and you/your maker will need to cut around them. Any remaining fabric is yours to keep at no charge. Flaws are identified by cotton or plastic marker tags on the side edge of the roll.

Custom Made Items

All custom made items (eg, curtains, blinds and other furnishings) purchased from McKenzie House/this website are made to order and cannot be returned under any circumstances unless they are found to be flawed or incorrectly supplied (wrong fabric, colour, size or style). 

If we make an error that results in a product requiring alteration or replacement, we will be pay for the full cost of that alteration or replacement (including all freight costs). No changes to the original order will be allowed. We will just ask that you pack the items into suitable packaging and make them available for our courier to collect them.

"Off the shelf" items

For items that have not been custom made:

Please choose carefully as we don't take back an item simply because you have changed your mind or don't like it after receiving it. 

If the item is faulty or not exactly as described we will meet all our obligations under the NZ Consumer Guarantees Act and either repair it or replace it with exactly the same item at our cost (including shipping). If an exact replacement is no longer available you will be offered the closest possible substitute and if this is not to your satisfaction you will be offered a full refund (including shipping).

If an item needs to be returned to us we will just ask that you pack it into suitable packaging and make it available for our courier to collect it.

Damaged Items

It is your responsibility to inspect any package for damage prior to signing a freight company’s receipt docket. If there is visible damage, you must make a note on the courier’s docket to indicate the nature of the damage - eg. "parcel received bent" or simply "parcel damaged".

Goods delivered damaged must be reported to us by email within 48 hours of delivery otherwise goods will be deemed to have been received in good order.

We will organise and pay for the freight of any damaged goods that need to be returned to us, unless agreed otherwise. We will maintain sole discretion as to whether a product requires repair or replacement. Any returned items that need to be replaced or repaired will be given top priority and handled in a timely manner. 

NB. If you have given us "authority to leave" your parcel on your premises without a signature, the goods will be deemed to have been received in good order and no subsequent claims can be made for loss or damage.

FABRIC SAMPLES DELIVERED TO ANY ADDRESS IN AOTEAROA NZ ORDER SAMPLES HERE