Refund policy

RETURNS AND REFUNDS POLICY (NEW ZEALAND)

Last updated: August 2026

This policy applies to orders placed on the FocusPod New Zealand store and delivered within New Zealand. It sets out your rights when something goes wrong with an order, and the process for arranging a return, repair, replacement or refund. It sits alongside your rights under New Zealand law and does not limit them.

1. YOUR RIGHTS UNDER NEW ZEALAND LAW

Our goods and services come with guarantees that cannot be excluded under the Consumer Guarantees Act 1993. Among other things, this means your pod must be of acceptable quality, match its description, and be fit for any purpose you told us about before you ordered.

Where a product fails to meet a consumer guarantee:

Failure of a substantial character. If the fault is serious, or is one that would have stopped a reasonable person buying, you may choose to reject the pod for a refund or a replacement, or keep it and claim compensation for the reduction in value.

Minor faults. Where a fault can be put right, we will repair it, replace the item, or refund it. If we cannot fix the fault within a reasonable time, you may then reject the pod and choose a refund or replacement.

You may also be entitled to compensation for any reasonably foreseeable loss caused by the failure.

We also comply with the Fair Trading Act 1986, which requires our product claims, pricing, specifications and test results to be accurate and not misleading.

2. CHANGE OF MIND

New Zealand law does not give a general right to return goods bought online because you have changed your mind, and there is no statutory cooling-off period for these purchases. The following applies to FocusPod orders.

Orders not yet dispatched. You may cancel for a full refund at any time before your pod leaves our warehouse, provided it is not a custom-finish build.

Custom colours and non-standard finishes. These are manufactured to order and cannot be cancelled or returned once production has started.

Delivered pods. We do not accept pod returns for change of mind. Pods are large, palletised freight items and cannot be returned to saleable condition once delivered. Please use our specifications, dimensions, 3D configurator and sales team to confirm the right model before ordering. We are happy to run through fit, access and site suitability with you at no cost before you commit.

Furniture packages and accessories. These may be returned within 14 days of delivery if unused and in their original packaging. Return freight is at your cost. Once the goods arrive and pass inspection we will refund the purchase price in full.

This section does not affect your rights where a product is faulty or fails to meet a consumer guarantee. Those are covered in sections 3 and 4.

3. DAMAGE OR SHORTAGES ON DELIVERY

Pods ship flat-packed and palletised. Please inspect the pallet before the driver leaves, and open and check the contents within 48 hours of delivery.

Note any visible damage to the pallet, wrap or crating on the delivery paperwork before you sign for it.

Email info@focuspod.co.nz within 48 hours with photographs of the damage, the packaging as delivered, and the pallet label.

Keep all packaging until the claim is resolved. Freight carriers will not consider a claim without it.

Where transit damage or a shortage is confirmed, we will supply the replacement components, arrange a repair, or replace the pod, at no cost to you. Reporting outside the 48-hour window does not remove your rights under the Consumer Guarantees Act, but it does make a freight claim harder to substantiate, so please contact us as soon as you can.

4. WARRANTY

FocusPod pods are covered from the date of delivery by:

A 10-year structural warranty covering the frame, wall and roof panels, glazing, door mechanism, and defects in materials and workmanship in the pod structure.

A 3-year electrical warranty covering ventilation fans, lighting, power sockets, controllers, power supplies and internal wiring.

WHAT THE WARRANTY DOES NOT COVER

Normal wear, marking, staining or fading of fabrics, carpet, upholstery and surface finishes.

Damage caused by incorrect assembly, relocation without proper disassembly, impact, misuse, neglect or unauthorised modification.

Damage caused by installation on an uneven, unstable or unsuitable floor, or by exposure to weather, moisture or outdoor conditions. Pods are for indoor use only.

Consumables, and any third-party equipment you install in the pod.

Faults caused by connection to a non-compliant power supply.

HOW WARRANTY CLAIMS ARE RESOLVED

Most faults are resolved by supplying replacement parts. We hold spare parts in stock and will ship them to you with fitting instructions, or arrange for a technician to attend where the repair requires it. Where a fault cannot be resolved by repair or part replacement within a reasonable time, we will replace the pod or refund it.

This warranty is in addition to, and does not limit, your rights under the Consumer Guarantees Act 1993.

5. HIRE AND RENTAL ORDERS

Hire agreements are a supply of services and are not covered by the change of mind terms above. Unless your hire agreement states otherwise, the following applies to cancellations:

More than 30 days before the hire start date: full refund of any deposit paid.

15 to 30 days before the hire start date: deposit retained, balance refunded.

14 days or less before the hire start date: the full hire fee is payable.

If we are unable to supply a pod for your booked dates, you will receive a full refund of everything you have paid. If a hire pod develops a fault during the hire period, we will repair it, substitute an equivalent pod, or refund the affected portion of the hire fee.

6. HOW TO REQUEST A RETURN OR REPORT A FAULT

Email info@focuspod.co.nz with your order or quote number, the pod model, and a description of the issue. Please include photographs for any damage or fault.

We will respond within 2 business days with an assessment and, where a return is approved, a return authorisation and freight instructions.

Please do not send anything back before you have a return authorisation. Unauthorised returns may be refused, or returned to you at your cost.

7. REFUNDS

Refunds are issued in New Zealand dollars to the original payment method.

Approved refunds are processed within 5 business days of the returned goods arriving and passing inspection, or within 5 business days of a claim being agreed where no physical return is required. Your bank or card issuer may take additional time to show the funds in your account.

Refunds include GST where GST was charged.

Original delivery and installation charges are not refunded on a change of mind return. They are refunded in full where the return is due to a fault or a failure to meet a consumer guarantee.

8. CONTACT US

Email: info@focuspod.co.nz

We aim to respond to all enquiries within 2 business days.

9. IF YOU ARE NOT SATISFIED

If we are unable to resolve a complaint between us, you can contact Consumer Protection on 0800 943 600 or at consumerprotection.govt.nz for free information about your rights. You may also refer the matter to the Disputes Tribunal for claims up to the Tribunal's monetary limit.

This policy is governed by New Zealand law.