Warranty Policy
Here at Super living, we are trying our best to offer every item sold in perfect condition, however, should you have any issue with a product, we are always here to help.
Most of our items carries a standard 12 months warranty unless states otherwise. You can find warranty information on each product page.If your item becomes faulty after a period of time, we will assist wherever is possible as we are committed to protecting your rights under the Consumer Guarantee Act and Fair-Trading Act.Each claim is treated on case-by-case bases and we do our best to resolve issues in an effective manner, below is our standard after-sale care process.
1. Standard Warranty Coverage
Most products sold by Super Living come with a 12-month warranty from the date of purchase, unless otherwise specified.
In most cases, we will try our best to arrange replacement or replacement parts for you if applicable or otherwise a refund in partial or full will be issued. Exception may be made in the case of normal wear & tear, damage to or misuses or incorrect handling such as negligent operation, improper assembly, inadequate maintenance, unauthorized repairs or modifications, extreme weather damages. Limits in cover will apply to warranties around rust for coastal environment or sea spray zones.
2. Non-Returnable Compressed & Hygiene-Sensitive Items
Due to health, safety, and packaging integrity, the following items cannot be returned, exchanged, or refunded after delivery unless faulty or damaged upon arrival:
✔ Mattresses
✔ Pillows & Cushions
✔ Sofas & Upholstered Furniture
✔ Other Compressed/Deflatable Products
Exceptions (Warranty Claims Only)
If your item is defective or damaged, you must:
1. Report within 24 hours of delivery.
2. Provide clear photos/video evidence of the issue.
3. Keep original packaging (if requested for inspection).
No change-of-mind returns are accepted for hygiene reasons.
3. Warranty Claim Process
To request a warranty service: Contact us and to make a claim. In this process, we will require photos and information to help us to verify your issues. Please understand that we are an online shop that works different with normal retails. As we ship nationwide in New Zealand, most of the times we work remotely with our customers, all the information we can work with is based on you. Hence provide as much accurate information as possible would help us to process your case quicker.·Our after-sales care team will investigate and determine your case based on the fact and evidence you have provided and advice what to do next. This would generally take 1-2 business days.
1. Submit a Warranty Claim Form online with:
o Your order number (proof of purchase).
o A detailed description of the fault.
o Photos/videos clearly showing the defect.
o Original packaging (if available).
2. Assessment & Resolution
o We review claims within 1-2 business days.
o Approved cases may receive a repair, replacement, or refund (at our discretion).
o Unauthorized returns will be rejected—·so please make contact with us as soon as possible if your item received that found to be not working/faulty/damaged.
Please note, all warranty claims are treated on a case-by-case basis and we do our best to resolve your issue in an efficient manner, hence your patience and cooperate to provide information is well needed. If you have questions or concerns before lodge a claim, feel free to read the full article about our warranty policy.
If your item become fault after warranty period and you need help on resolve the fault, please do not hesitate to contact us, we would try best to provide help where possible.
