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Returns Policy

This Returns Policy is applicable to purchases made online from www.harveynorman.co.nz (‘Harvey Norman Online’) only.

For purchases made from a Harvey Norman Store, please see the relevant store for details.

Change of Mind

We understand shopping online is a little different so we offer a no questions asked 14 day exchange policy - simply take the goods back in to your local store. Goods must be sealed / unopened, with packaging in original condition, and accompanied by a valid receipt. You will be offered an exchange or gift card based on the value paid at the time of purchase.

Please note, items purchased on finance can not be exchanged for a gift card.

Certain categories of product are excluded from this policy and they are;

  • Beds
  • Pillows/Manchester
  • Furniture
  • Personal Care
  • Gift Vouchers
  • Mobile Phones and SIM Cards
  • ePay Vouchers and Top-ups

This policy does not apply to purchases made in store. For purchases made from a Harvey Norman store, please contact the relevant store for details.


Under the Consumer Guarantees Act 1993 (‘CGA’), you have guaranteed legal rights for goods [and services] you buy.

These are called ‘consumer guarantees’, and include the following:

  1. 1) a guarantee that the goods are of acceptable quality, such that the goods are:
    1. >fit for all the purposes for which goods of that type are commonly supplied;
      >free from minor defects;
      >durable; and
      >acceptable in appearance and finish;
  2. 2) a guarantee that the goods are fit for any particular purpose made known by you, or for which we represent that they are or will be fit;
  3. 3) a guarantee that the goods correspond with any description with which the goods are supplied; and
  4. 4) a guarantee that the goods correspond with any sample or demonstration model where the goods are supplied by reference to such sample or model.

If the goods [or services] we supply do not meet a consumer guarantee, we will meet our obligations under the CGA to provide a remedy.

These guarantees are in addition to any warranty offered by a manufacturer, and you may have rights against the manufacturer directly.

The CGA does not apply where the goods have been used in a manner, or to an extent which is inconsistent with the manner or extent of use that a reasonable consumer would expect to obtain from the goods; and the goods would have complied with the guarantee of acceptable quality if they had not been used in the manner or to that extent.


If you are acquiring goods [or services] from Harvey Norman Online for business purposes as defined in sections 2 and 43 of the CGA, you agree that the consumer guarantees provided for in the CGA will not apply to the supply of those goods [or services].

Minor Failure

If the goods [or services] we supply do not comply with a consumer guarantee, but can be remedied within a reasonable time, we will either repair the goods or replace the goods with goods of identical type. If we cannot repair or replace the goods within a reasonable time, we will provide you with a refund of the purchase price.

Major Failure

A ‘major failure’ is where the failure in the goods cannot be repaired or cannot be repaired within a reasonable time, or where the failure constitutes a ‘failure of substantial character’ as set out by section 21 of the CGA.

If a failure amounts to a major failure, you are entitled to return the goods and choose to have a replacement of the returned goods or a refund. Alternatively, you may elect to retain the goods and obtain compensation for the reduction in value of the goods.

Where you choose a replacement, we will where available, provide goods of the same type and similar value to the returned goods.

Delivery Charges

Any shipping costs to return the original goods to Harvey Norman will be at the cost of Harvey Norman, where Harvey Norman considers the goods to have breached a consumer guarantee. If on examination of goods returned to Harvey Norman, the goods are found to not be in breach of any consumer guarantee, Harvey Norman may charge you a fee for examining the goods, and any cost to return the goods to you.

Please note that goods must be returned within a reasonable period and you may be asked to demonstrate that you have purchased the goods from Harvey Norman Online and that the problem with the goods was not your fault.


Refunds will be issued at the discretion of Harvey Norman.

Refunds will normally be processed within seven (7) days.

Goods Damaged in Transit

If any goods arrive damaged, please contact the relevant Harvey Norman Store within 24 hours of delivery. The relevant Harvey Norman Store will arrange to have the damaged item returned to the Harvey Norman Store and either repair or replace the goods or refund the price to you, at its election. Damaged goods must be returned to the relevant Harvey Norman Store in the condition received by you with all original packaging, together with all packing slips.

The “relevant Harvey Norman Store” is the Harvey Norman Store that delivered the goods to you. If you are unsure as to which store is your relevant Harvey Norman Store, please contact the Harvey Norman Customer First Team (details below).


Where you have an issue relating to your order, please immediately contact the relevant Harvey Norman Store that supplied the goods to you. Please have your order number with you. If your issue remains unresolved after discussing it with the relevant Harvey Norman Store, please contact the Harvey Norman Customer First Team on 0800 088 144 or via email:customerfirst@nz.harveynorman.com.

This returns policy is not intended to exclude or limit any rights which you may have as a consumer under the Consumer Guarantees Act 1993, and may not necessarily describe all rights you may have.

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