Comfy Works

Returns, Refunds & 5-Year Warranty Policy

Effective Date:  01 January 2026

At Comfy Works, we are committed to supplying quality bedding products designed for comfort, durability and everyday use. We want you to be satisfied with your purchase and stand behind the quality of our products.

This policy explains our approach to returns, refunds, exchanges and our 5-Year Limited Warranty.

1. Returns & Change of Mind

If you have changed your mind about a purchase, Comfy Works may accept a return provided that:

• The request is made within 14 days of receiving the product.

• The product is unused, unwashed and in its original condition.

• The product is returned with its original packaging, where reasonably possible.

• The product is not damaged, stained, soiled or otherwise unsuitable for resale.

• Proof of purchase is provided.

Change-of-mind returns are subject to our assessment and approval.

Return shipping costs for change-of-mind returns are the responsibility of the customer, unless otherwise agreed by Comfy Works.

2. Faulty, Damaged or Incorrect Products

If you receive a product that is faulty, damaged or different from the product ordered, please contact us as soon as reasonably possible.

Please provide:

• Your order number or proof of purchase

• A description of the issue

• Photographs or videos showing the fault or damage, where applicable

We will assess the issue and, where the product is confirmed to be faulty or incorrectly supplied, we may provide an appropriate remedy, which may include:

• Repair

• Replacement

• Exchange

• Refund

Any remedy will be provided in accordance with your rights under applicable New Zealand consumer law.

Where a product is confirmed to be faulty, Comfy Works will generally cover reasonable return shipping costs.

3. 5-Year Limited Warranty

Selected Comfy Works products are supplied with a 5-Year Limited Warranty, subject to the terms and conditions below.

The warranty period begins from the original date of purchase.

The warranty applies to the original purchaser and is subject to proof of purchase.

The warranty is intended to cover manufacturing defects and material defects occurring during normal and reasonable use of the product.

The warranty may cover:

• Manufacturing defects

• Defects in materials

• Premature failure resulting from a manufacturing defect

• Defects in workmanship

If a valid warranty claim is accepted, Comfy Works may, at its discretion and subject to applicable New Zealand consumer law:

• Repair the product;

• Replace the product with the same or an equivalent product; or

• Provide another appropriate remedy.

4. What the 5-Year Warranty Does Not Cover

The 5-Year Limited Warranty does not generally cover damage or deterioration resulting from:

• Normal wear and tear

• Accidental damage

• Misuse or abuse of the product

• Improper installation or use

• Failure to follow the recommended care and washing instructions

• Commercial or industrial use where the product was not specifically sold for that purpose

• Stains, spills, burns or chemical damage

• Damage caused by pets or other animals

• Cuts, tears, punctures or other physical damage

• Alterations or modifications to the product

• Damage caused by unsuitable washing, drying, ironing or cleaning methods

• Natural changes in appearance, colour or texture resulting from normal use

• Normal compression, flattening or ageing of filling materials

• Damage caused by storage in unsuitable conditions

• Products purchased from unauthorised sellers

The warranty does not cover products that have been intentionally or negligently damaged.

5. Product Care Requirements

To maintain the product and help ensure warranty coverage, customers should follow the care instructions supplied with the product.

This may include:

• Following the recommended washing temperature

• Using suitable detergents

• Avoiding bleach unless specifically permitted

• Following recommended drying instructions

• Avoiding excessive heat

• Ensuring the product is completely dry before storage

• Using the product only for its intended purpose

Failure to follow the supplied care instructions may affect warranty eligibility.

6. Warranty Claim Process

To make a warranty claim, please contact Comfy Works with:

1. Proof of purchase

2. Customer name and contact details

3. Product name and size

4. Approximate purchase date

5. Description of the issue

6. Photographs or videos showing the issue, where appropriate

Once we receive the information, our team will assess the claim and may request additional information or inspection of the product.

Customers may be required to return the product to Comfy Works for inspection before a warranty claim is approved.

Do not return a product without first contacting Comfy Works and receiving return instructions.

7. Warranty Assessment

All warranty claims are subject to assessment.

A warranty claim does not automatically mean that the product will be replaced or refunded.

Comfy Works may determine whether the issue is reasonably attributable to a manufacturing or material defect or to normal use, wear and tear, accidental damage, misuse or another excluded cause.

Where appropriate, we may request the product to be returned for inspection.

8. Refunds

Where a refund is approved, the refund will generally be made using the original payment method.

Refund processing times may vary depending on the payment provider or financial institution.

Original delivery charges may not be refundable where the return relates solely to a change of mind, except where required by applicable law.

Where a product is confirmed to be faulty or incorrectly supplied, Comfy Works will provide the remedy required under applicable New Zealand consumer law.

9. Exchanges

Where appropriate, Comfy Works may offer an exchange for an alternative product or size.

For change-of-mind exchanges, the returned product must meet the conditions outlined in this policy.

Any difference in product price will be payable by or refunded to the customer as applicable.

10. Clearance and Promotional Products

Products purchased during promotional, clearance or discounted sales remain covered by applicable consumer rights and any warranty specifically provided with the product.

A discounted price does not remove a customer's rights in relation to products that are faulty or not fit for their intended purpose.

11. New Zealand Consumer Rights

Nothing in this policy is intended to exclude, restrict or limit any rights or remedies that cannot legally be excluded under New Zealand law, including rights that may apply under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986.

Where a customer's statutory rights provide a greater remedy than this warranty, those statutory rights will apply.

The 5-Year Limited Warranty is provided in addition to, and does not replace, any rights the customer may have under New Zealand consumer law.

12. Commercial & Trade Customers

Different return, warranty and commercial terms may apply to wholesale, trade, hospitality, healthcare and other business customers depending on the agreed supply terms.

Where specific written commercial terms have been agreed between Comfy Works and a business customer, those terms may apply in addition to or instead of the standard consumer return policy, subject to applicable law.

13. Contact Us

For returns, refunds or warranty enquiries, please contact:

Comfy Works
Auckland, New Zealand
Website: comfyworks.co.nz
Email:sales@comfyworks.co.nz
Phone:+642 269 48 269

Please include your order number or proof of purchase when contacting us about a return or warranty claim.

Important Notice

The 5-Year Warranty applies to eligible Comfy Works products only and is subject to the terms, exclusions and conditions outlined above.

Comfy Works reserves the right to assess each warranty claim individually. This policy does not limit any rights or remedies available to customers under applicable New Zealand law.