Customer Care

Great quality products, unbeatable price range and exceptional customer centricity.

We stand behind all our products. All of our products carry a 12 month RTB warranty if not specially stated. RTB (Return to Base) means the buyer pays for returning goods to us; we will fix or replace the faulty products. Refund will be given only if a replacement is not available. Warranties are not transferable beyond the original buyer. Shipping fee is not refundable. Warranty does not cover unauthorized repairs, incorrect assembly, misuse, abuse or use of a product for which it was not designed. Warranty does not cover if your purchase was used for business/commercial purpose.

We aim to deal with all customer sales and support queries within 1-2 business days ( unless a delay is specified)

Dear valued customer,

We are thrilled to offer our shipping services to ensure you receive your purchased products in a timely and efficient manner. Please find below important information regarding our shipping policy:

• Courier delivery within the island: 1-3 working days (rural areas may take longer).
• Courier Inter-island deliveries: 2-4 working days (rural areas may take longer).
• Large Freight Deliveries within island will take between 3-5 working days, rural delivery may take longer.
• Large Freight Deliveries between inter-island will take 2-7 working days, rural delivery may take longer.

Delivery Specifications:

• Our shipping service includes delivery by a single driver to the nearest drop-off point.
• Regrettably, our drivers are unable to take products up a fleet of stairs and for apartments we can deliver to the reception/ it’s up to the driver’s discretion if they want to deliver it to your doorstep.
• We do not offer two-person deliveries for any items.

Contact Number Requirement:

• To ensure a smooth delivery process, we kindly request that you provide a valid contact number during checkout. This will allow our delivery team to reach you for any delivery-related updates or inquiries.

In-Store Collection Option:

• For customers who prefer a quicker solution, we offer the option for in-store collection immediately after purchase.
• Please note that this option is subject to stock availability in our branches.

Pricing and Delivery to Rural Areas:

• The prices provided in our shipping quotes are reflective of main cities only for large freight items.
• For rural areas, additional fees may apply, and you will be notified via email should any extra charges be applicable.

We strive to ensure the utmost satisfaction for our customers, and our shipping process is designed to make your shopping experience convenient and hassle-free. If you have any queries or require further assistance, please do not hesitate to reach out to our customer support team.

Thank you for choosing us as your preferred shopping destination. We look forward to serving you!

Best regards,

TSB Living Ltd.

We have our showroom/ distribution centers based in AKL , WLG and CHCH showcasing a range of products and to deliver your parcels effectively and to service our customers promptly. Please refer to our https://www.tsbliving.co.nz/pages/contact-us

Promotions (including the signup discount code) can not be combined, unless specifically stated. The TSB signup code will not expire and can not be used on items on sale.

Select items may be excluded from promotions, this can include but is not limited to: NZ Made, DS BS, DS NA, Samsung, Midea, Toshiba, Xclusive, Parmco, Combo products and Temporary Fencing. TSB Living reserves the right to hold or cancel any orders with incorrect pricing applied.

*Discount codes received via Easter Egg Hunt, Flash Sale etc are only applicable during the promotion and becomes invalid once the promotion ends. The end date might vary for every promotion, so its best to keep an eye on our banners and announcement bars on our website.

If you are not satisfied for any reason, we will do our best to get things fixed really quickly. We will meet all our obligations under the Consumer Guarantees Act and Fair Trading Act.

We currently accept payments using credit card facilities or bank deposit only.
Payments will not be processed until all applicable information has been received by TSB Living Ltd. Payments are not cleared on weekends or public holidays, please ensure sufficient funds are available on credit cards for payment to be processed on the next business day.
If your payment is not received within 7 days from the date that you receive your order confirmation, TSB Living Ltd. reserves the right to cancel the transaction.
TSB Living Ltd. also reserves the right to change prices for products displayed on www.tsbliving.co.nz at any time without notification.

We have our showroom/ distribution centers based in Auckland, Wellington and Christchurch showcasing a range of products and to deliver your parcels effectively and to service our customers promptly. Please note, pickup is based on availability.

Please refer to our https://www.tsbliving.co.nz/pages/contact-us

Yes, you can view most of the products listed online at our Auckland, Christchurch and Wellington distribution centers. We try our best to have most of our products on display, but sometimes this may not be possible due to space restrictions in which case best is to give us a call to find out if the product you are looking for is on display, If not, we may open a box for you to have a look at the color/material of the product at the store (which may not be made up as such and may take 10-15 min or longer)

Alternatively you may also use our "Live Shop" feature on our website to view the product through a video call with one of our customer support representatives.

Most of our products come with a minimum of 1 year return to base warranty on them. If you identify that your product is faulty please contact us with a photo/video of the issue along with your reference/invoice number and we should get back to you with an update within 1-2 business days. If it is a technical query it may take up to 5 working days as we may consult with our suppliers for effective resolution of the matter.

If the product is faulty, TSB Living may elect to repair the product. In case the product is not repairable, it will be replaced with the same product - subject to availability.

We may require for the item to be returned to our closest branch to be assessed further and if technical support is needed, it may take up to 10 working days.

Where possible we may offer parts/ partial refunds to aid the items operations/usage.

Please note we do not organize pickups from RD addresses, if you live in an RD address, you may have to drop the product at the nearest courier depot for collection or provide us with a non-rd address for collection.

Warranty Limitations:

Products purchased must be used for personal / household use (non-commercial) for warranty purposes.

Warranty does not cover general wear and tear caused by use

Accidents or failure to follow care instructions.
Any modifications made to our products will void the warranty.
The warranty is valid from the date of purchase for 12 months and is applicable to the original purchaser of the product. (unless otherwise specified)
Warranty cannot be transferred and will be to the purchaser named on the invoice

• Where a product requires specialized installation such as an electrician or plumber, installers details and invoice may be requested for warranty purposes
• Ride on cars come with a 6 months battery warranty only.

Standard shipping normally takes 3-5 days. Next day shipping is available on all domestic orders (for an additional charge). International shipping times depend on the products and destination (estimated at checkout).

- Please contact our customer care team with a copy of your invoice within 14 days of your purchase.

- Original shipping and return shipping will be at buyer's cost. The return courier is at the transit risk of the buyer. 

- On our team's assessment of the return to be 100% suitable for resale. A credit note will be issued within 3 working days excluding any shipping

- Please note we do not accept change of mind returns on mattresses, toppers and related products due to health and hygiene reasons. 

- Flat pack furniture once opened cannot be returned back under this clause.

- Please note that we can not accept Change of Mind returns on DS BS, DS NA, Midea, Toshiba, Parmco and NZ Made items are they are ordered and dispatched directly from the supplier.

- Certain products, such as vacuum-packed items (e.g. rugs), cannot be restored to their original packaging once opened. As a result, these items must be returned unused and in a condition suitable for resale. Returns that do not meet this criteria may be declined.

- Please note that items must be returned in their original condition and packaging to be eligible for a change of mind return.

- For items that are not returned in original packaging or are not in resalable condition, a 15% restocking fee may apply, or the return may be declined.

- We recommend carefully reviewing product details, dimensions, and suitability before opening or assembling any items.

Most of our products come with a minimum of 1 year return to base warranty on them. If you identify that your product is faulty please contact us with a photo/video of the issue along with your reference/invoice number and we should get back to you with an update within 1-2 business days. If it is a technical query it may take up to 5 working days as we may consult with our suppliers for effective resolution of the matter.

TSB Living may elect to repair / replace the item depending on the nature of the fault.

We may require for the item to be returned to our closest branch to be assessed further and if technical support is needed, it may take up to 10 working days.

Where possible we may offer parts/ partial refunds to aid the items operations/usage.

Please note we do not organize pickups from RD addresses, if you live in an RD address, you may have to drop the product at the nearest courier depot for collection or provide us with a non-rd address for collection.

Warranty Limitations:

Products purchased must be used for personal / household use (non-commercial) for warranty purposes.

Warranty does not cover general wear and tear caused by use

Accidents or failure to follow care instructions.
Any modifications made to our products will void the warranty.
The warranty is valid from the date of purchase for 12 months and is applicable to the original purchaser of the product. (unless otherwise specified)
Warranty cannot be transferred and will be to the purchaser named on the invoice

• Where a product requires specialized installation such as an electrician or plumber, installers details and invoice may be requested for warranty purposes
• Ride on cars come with a 6 months battery warranty only.

Please do let us know if you would like your units to be assembled by us for a reasonable price. We have cabinet makers available. Once assembled, we'll notify you for pickup.

Where a product listed has various options such as color, size, RHS/LHS features, please advise us of your preference. Where no instructions are given, product readily available in stock will be dispatched. Colors strictly subject to availability.

We strive to make every piece of information as accurately as we could. In the event a product is listed at an incorrect price or with incorrect information due to typographical error. We shall have the right to refuse or cancel any such orders and refund the full amount received.

- Please contact our customer care team with a copy of your invoice within 14 days of your purchase.

- Original shipping and return shipping will be at buyer's cost. The return courier is at the transit risk of the buyer. 

- On our team's assessment of the return to be 100% suitable for resale. A credit note will be issued within 3 working days excluding any shipping

- Please note we do not accept change of mind returns on mattresses, toppers and related products due to health and hygiene reasons. 

- Flat pack furniture once opened cannot be returned back under this clause.

- Please note that we can not accept Change of Mind returns on DS BS, DS NA, Midea, Toshiba, Parmco and NZ Made items are they are ordered and dispatched directly from the supplier.

- Certain products, such as vacuum-packed items (e.g. rugs), cannot be restored to their original packaging once opened. As a result, these items must be returned unused and in a condition suitable for resale. Returns that do not meet this criteria may be declined.

- Please note that items must be returned in their original condition and packaging to be eligible for a change of mind return.

- For items that are not returned in original packaging or are not in resalable condition, a 15% restocking fee may apply, or the return may be declined.

- We recommend carefully reviewing product details, dimensions, and suitability before opening or assembling any items.

Yes, you can view most of the products listed online at our Auckland, Christchurch and Wellington distribution centers. We try our best to have most of our products on display, but sometimes this may not be possible due to space restrictions in which case best is to give us a call to find out if the product you are looking for is on display, If not, we may open a box for you to have a look at the color/material of the product at the store (which may not be made up as such and may take 10-15 min or longer)

Alternatively you may also use our "Live Shop" feature on our website to view the product through a video call with one of our customer support representatives.

We have our showroom/ distribution centers based in Auckland, Wellington and Christchurch showcasing a range of products and to deliver your parcels effectively and to service our customers promptly. Please note, pickup is based on availability.

Please refer to our https://www.tsbliving.co.nz/pages/contact-us

Most of our products come with a minimum of 1 year return to base warranty on them. If you identify that your product is faulty please contact us with a photo/video of the issue along with your reference/invoice number and we should get back to you with an update within 1-2 business days. If it is a technical query it may take up to 5 working days as we may consult with our suppliers for effective resolution of the matter.

If the product is faulty, TSB Living may elect to repair the product. In case the product is not repairable, it will be replaced with the same product - subject to availability.

We may require for the item to be returned to our closest branch to be assessed further and if technical support is needed, it may take up to 10 working days.

Where possible we may offer parts/ partial refunds to aid the items operations/usage.

Please note we do not organize pickups from RD addresses, if you live in an RD address, you may have to drop the product at the nearest courier depot for collection or provide us with a non-rd address for collection.

Warranty Limitations:

Products purchased must be used for personal / household use (non-commercial) for warranty purposes.

Warranty does not cover general wear and tear caused by use

Accidents or failure to follow care instructions.
Any modifications made to our products will void the warranty.
The warranty is valid from the date of purchase for 12 months and is applicable to the original purchaser of the product. (unless otherwise specified)
Warranty cannot be transferred and will be to the purchaser named on the invoice

• Where a product requires specialized installation such as an electrician or plumber, installers details and invoice may be requested for warranty purposes
• Ride on cars come with a 6 months battery warranty only.

Standard shipping normally takes 3-5 days. Next day shipping is available on all domestic orders (for an additional charge). International shipping times depend on the products and destination (estimated at checkout).

Most of our products come with a minimum of 1 year return to base warranty on them. If you identify that your product is faulty please contact us with a photo/video of the issue along with your reference/invoice number and we should get back to you with an update within 1-2 business days. If it is a technical query it may take up to 5 working days as we may consult with our suppliers for effective resolution of the matter.

TSB Living may elect to repair / replace the item depending on the nature of the fault.

We may require for the item to be returned to our closest branch to be assessed further and if technical support is needed, it may take up to 10 working days.

Where possible we may offer parts/ partial refunds to aid the items operations/usage.

Please note we do not organize pickups from RD addresses, if you live in an RD address, you may have to drop the product at the nearest courier depot for collection or provide us with a non-rd address for collection.

Warranty Limitations:

Products purchased must be used for personal / household use (non-commercial) for warranty purposes.

Warranty does not cover general wear and tear caused by use

Accidents or failure to follow care instructions.
Any modifications made to our products will void the warranty.
The warranty is valid from the date of purchase for 12 months and is applicable to the original purchaser of the product. (unless otherwise specified)
Warranty cannot be transferred and will be to the purchaser named on the invoice

• Where a product requires specialized installation such as an electrician or plumber, installers details and invoice may be requested for warranty purposes
• Ride on cars come with a 6 months battery warranty only.

Dear valued customer,

We are thrilled to offer our shipping services to ensure you receive your purchased products in a timely and efficient manner. Please find below important information regarding our shipping policy:

• Courier delivery within the island: 1-3 working days (rural areas may take longer).
• Courier Inter-island deliveries: 2-4 working days (rural areas may take longer).
• Large Freight Deliveries within island will take between 3-5 working days, rural delivery may take longer.
• Large Freight Deliveries between inter-island will take 2-7 working days, rural delivery may take longer.

Delivery Specifications:

• Our shipping service includes delivery by a single driver to the nearest drop-off point.
• Regrettably, our drivers are unable to take products up a fleet of stairs and for apartments we can deliver to the reception/ it’s up to the driver’s discretion if they want to deliver it to your doorstep.
• We do not offer two-person deliveries for any items.

Contact Number Requirement:

• To ensure a smooth delivery process, we kindly request that you provide a valid contact number during checkout. This will allow our delivery team to reach you for any delivery-related updates or inquiries.

In-Store Collection Option:

• For customers who prefer a quicker solution, we offer the option for in-store collection immediately after purchase.
• Please note that this option is subject to stock availability in our branches.

Pricing and Delivery to Rural Areas:

• The prices provided in our shipping quotes are reflective of main cities only for large freight items.
• For rural areas, additional fees may apply, and you will be notified via email should any extra charges be applicable.

We strive to ensure the utmost satisfaction for our customers, and our shipping process is designed to make your shopping experience convenient and hassle-free. If you have any queries or require further assistance, please do not hesitate to reach out to our customer support team.

Thank you for choosing us as your preferred shopping destination. We look forward to serving you!

Best regards,

TSB Living Ltd.

Items must be returned within 14 days after receiving your order. Items must be returned in the same condition in which they were received, be unworn/unused, have any tags still attached, and include all the original packaging.

Refunds are processed within 2-3 days from when we receive the item(s).

We stand behind all our products. All of our products carry a 12 month RTB warranty if not specially stated. RTB (Return to Base) means the buyer pays for returning goods to us; we will fix or replace the faulty products. Refund will be given only if a replacement is not available. Warranties are not transferable beyond the original buyer. Shipping fee is not refundable. Warranty does not cover unauthorized repairs, incorrect assembly, misuse, abuse or use of a product for which it was not designed. Warranty does not cover if your purchase was used for business/commercial purpose.

Most of our products come with a minimum of 1 year return to base warranty on them. If you identify that your product is faulty please contact us with a photo/video of the issue along with your reference/invoice number and we should get back to you with an update within 1-2 business days. If it is a technical query it may take up to 5 working days as we may consult with our suppliers for effective resolution of the matter.

If the product is faulty, TSB Living may elect to repair the product. In case the product is not repairable, it will be replaced with the same product - subject to availability.

We may require for the item to be returned to our closest branch to be assessed further and if technical support is needed, it may take up to 10 working days.

Where possible we may offer parts/ partial refunds to aid the items operations/usage.

Please note we do not organize pickups from RD addresses, if you live in an RD address, you may have to drop the product at the nearest courier depot for collection or provide us with a non-rd address for collection.

Warranty Limitations:

Products purchased must be used for personal / household use (non-commercial) for warranty purposes.

Warranty does not cover general wear and tear caused by use

Accidents or failure to follow care instructions.

Any modifications or unauthorized repairs made to our products will void the warranty.

The warranty is valid from the date of purchase for 12 months and is applicable to the original purchaser of the product (unless otherwise specified).

Warranty cannot be transferred and will be to the purchaser named on the invoice

• Where a product requires specialized installation such as an electrician or plumber, installers details and invoice may be requested for warranty purposes
• Ride on cars come with a 6 months battery warranty only.

Items must be returned within 30 days after receiving your order. Items must be returned in the same condition in which they were received, be unworn/unused, have any tags still attached, and include all the original packaging.

- Please contact our customer care team with a copy of your invoice within 14 days of your purchase.

- Original shipping and return shipping will be at buyer's cost. The return courier is at the transit risk of the buyer. 

- On our team's assessment of the return to be 100% suitable for resale. A credit note will be issued within 3 working days excluding any shipping

- Please note we do not accept change of mind returns on mattresses, toppers and related products due to health and hygiene reasons. 

- Flat pack furniture once opened cannot be returned back under this clause.

- Please note that we can not accept Change of Mind returns on DS BS, DS NA, Midea, Toshiba, Parmco and NZ Made items are they are ordered and dispatched directly from the supplier.

- Certain products, such as vacuum-packed items (e.g. rugs), cannot be restored to their original packaging once opened. As a result, these items must be returned unused and in a condition suitable for resale. Returns that do not meet this criteria may be declined.

- Please note that items must be returned in their original condition and packaging to be eligible for a change of mind return.

- For items that are not returned in original packaging or are not in resalable condition, a 15% restocking fee may apply, or the return may be declined.

- We recommend carefully reviewing product details, dimensions, and suitability before opening or assembling any items.

- Please contact our customer care team for any returns so we can assess and guide you through to avoid any disappointments prior to coming into the store.

- For purchases uplifted at our branch, returns of any kind will have to be made at the nearest branch only. 

- Products purchased must be used for personal or household use (non commercial) for warranty purposes. CGA does not cover Commercial products. 

- Refunds will only be processed using the same mode of payment which was accepted at the time of purchase.

- Promotions (including the signup discount code) can not be combined, unless specifically stated. The TSB signup code will not expire and can not be used on items on sale.

The terms and conditions are the terms on which TSB Living Ltd offers you access to the services of our website. By registering as a member with us, or purchasing products from us, you are accepting these terms and conditions. If you do not accept these terms and conditions, you must refrain from using the services. By accepting these Terms and Conditions you acknowledge that you are over the age of eighteen years old. We only sell and ship Products within New Zealand. We do not make deliveries outside of New Zealand.

Where a product listed has various options such as color, size, RHS/LHS features, please advise us of your preference. Where no instructions are given, product readily available in stock will be dispatched. Colors strictly subject to availability.

We strive to make every piece of information as accurately as we could. In the event a product is listed at an incorrect price or with incorrect information due to typographical error. We shall have the right to refuse or cancel any such orders and refund the full amount received.

We currently accept payments using credit card facilities or bank deposit only.
Payments will not be processed until all applicable information has been received by TSB Living Ltd. Payments are not cleared on weekends or public holidays, please ensure sufficient funds are available on credit cards for payment to be processed on the next business day.
If your payment is not received within 7 days from the date that you receive your order confirmation, TSB Living Ltd. reserves the right to cancel the transaction.
TSB Living Ltd. also reserves the right to change prices for products displayed on www.tsbliving.co.nz at any time without notification.

TSB Living Ltd. will make every attempt to dispatch your item as soon as possible.

For Auckland shipments, all products will be shipped out for delivery within 2-3 working days, Standard.

For North Island shipments, all products will be shipped out for delivery within 3-5 working days, Standard.

For South Island shipments, all products will be shipped out for delivery within 5-8 working days, Standard.

For large freight shipments, the delivery timeframe will be 3-4 working days extra.

Please note that rural areas may experience slightly longer delivery times due to logistical constraints.

Delivery Specifications:

Our shipping service includes delivery by a single driver to the nearest drop-off point.

Regrettably, our drivers are unable to take products up a fleet of stairs and for apartments we can deliver to the reception/ it’s up to the driver’s discretion if they want to deliver it to your doorstep.

We do not offer two-person deliveries for any items.

TSB Living Ltd makes every effort to deliver your product according to the estimated delivery times provided at checkout, however bears no liability for delays caused by Courier companies. All estimated delivery times are in business days and exclude weekends and/or public holidays. 
For further information about our combined shipping, please visit https://www.tsbliving.co.nz/pages/shipping-information

Whilst TSB Living Ltd employs the latest in Secure Sockets Layer (SSL) technology software for its transactions with our customers, TSB living Ltd will not be responsible for any damages, consequential losses (whether direct or indirect) suffered by a customer whose credit card is fraudulently used or is used in an unauthorized manner. Please note that TSB Living Ltd will not collect and store customer's credit card details.