Frequently Asked Questions

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)

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 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.

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 items, DS BS items, Midea items, Mattresses and Temporary Fencing. TSB Living reserves the right to hold or cancel any orders with incorrect pricing applied.

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.

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.

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 

- 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.

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 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).