Customer Care

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, shipping charge and duration may vary.

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.

SHIPPING AND HANDLING

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:

Delivery Timeframes:

• For courier shipments, all products will be shipped out for delivery within 3-7 working days.
• For large freight shipments, the delivery timeframe is set at 4-10 working days.
• 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.

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 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.

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.

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 

- The product must be in mint condition, unopened in it's original packaging

- 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 for change of mind returns which are not in original packaging / returns that are not found to be faulty a 15% restocking fee will be applicable.

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

- 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.

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.