Delivery and Returns
Delivery & Returns
Here’s how we get your furniture safely to your door, what’s included, and how returns work if something isn’t right.
Delivery
We deliver throughout the lower North Island — including Horowhenua, Manawatū, Kāpiti, Wellington and Hawke’s Bay. Orders over $999 qualify for free local delivery — under that, a small delivery fee applies based on your address. We’ll confirm the cost at checkout.
For addresses further afield, we partner with third-party freight contractors to get your order to you. Their delivery fees apply on top of your order — we’ll get a quote for you before processing.
Delivery is to your front door. Our drivers will get it onto your property and to a ground-floor entrance. From there, taking it the rest of the way is up to you.
Before ordering, please measure your doorways, hallways and stairwells. We can’t be responsible if a piece doesn’t fit through your entry — it’s worth a quick check with a tape measure.
Delivery times: we’ll be in touch to book a day that works for you, usually within 1–2 weeks of order. Most local deliveries happen Monday to Friday during business hours.
Installation & Set-Up
Most of our furniture arrives ready to use or with simple assembly required. For larger items like beds or modular sofas, our team can sometimes help set up — but this is offered at our discretion and isn’t a guaranteed part of every delivery.
If you’d like installation help, ask us at checkout or by phone — we’ll let you know what’s possible.
What we can’t do:
- Carry heavy or oversized items up multiple flights of stairs
- Manoeuvre furniture through narrow hallways or tight stairwells
- Lift items over balconies or through windows
- Disassemble or remove your existing furniture
If you ask us to attempt a difficult move (tight stairs, narrow doorways, awkward turns) and the furniture, walls, doors, flooring or anything else gets damaged in the process, we’re not liable for that damage. The same applies if you take the item from the front door yourself. If we have any doubts about a move, we’ll tell you before we start — and you’ll be the one to decide whether to push on or stop.
If you’re unsure whether your home setup will work, give us a call before ordering — we can usually advise from a photo or floor plan.
Returns & Refunds
If something isn’t right with your purchase, get in touch within 7 days of delivery. We’ll work with you to sort it.
Faulty or damaged items (under the CGA)
- We’ll arrange repair, replacement or a full refund
- No delivery charges deducted
- We’ll collect the item from you
Change of mind
We don’t offer refunds on change-of-mind returns, but we’re happy to provide a store credit so you can find something that better suits your space.
- The item must be unused and in original condition
- You’ll need to arrange returning it to us, or we can collect it for a fee
- Store credit is issued once we’ve inspected and approved the return
- Credit is valid for 12 months and can be used in-store or online
If you received free delivery on the original order and you return the item, the original delivery cost will be deducted from your store credit. The same applies to the cost of collecting the returned item if we arrange that for you. Faulty items covered by the CGA aren’t subject to these deductions.
Warranty & Your Rights
Every purchase from Bartons is automatically covered by the New Zealand Consumer Guarantees Act (CGA). You don’t need to register, sign up or buy extra cover — it applies to everyone, every time.
Neither we nor the CGA put a fixed time limit on furniture. The standard the law uses is that a product should last a reasonable period of time given its price, quality and intended use. A budget bedside that lasts five years is reasonable; a premium sofa failing after two isn’t.
If something fails earlier than it reasonably should, get in touch and we’ll sort it out — that’s our promise and it’s also the law. Depending on the issue, the right outcome might be a repair, replacement or refund.
Two identical pieces can age differently depending on the household using them. A sofa or mattress in daily family use will naturally soften and show wear sooner than the same piece in a spare room. Body weight also plays a part — heavier loads put more work into springs, foam, frames and recliner mechanisms, which can mean earlier softening or compression. None of this is a fault. It’s normal wear and tear, and it’s how furniture is engineered to behave under real-world use.
What’s not covered:
- Normal wear and tear from everyday use
- Softening, compression or wear consistent with frequency of use or load
- Damage from misuse, accidents or improper care
- Alterations or repairs made by someone other than us
- Issues caused by exposure (sun, moisture, pets, etc.)
To raise a claim, contact us with your order details and a few photos of the issue. We’ll take it from there.
We’re happy to help.
Not sure if your order will fit? Worried about an issue? Pop us a message or call the showroom — we’d rather sort it out before delivery than after.
Get in touch