Returns

We think you’ll love your Eva products. But if you don't, returns are as easy as 1, 2, 3.

All Eva products come with a change of mind policy, allowing returns within 14 days for furniture and 100 days for mattresses

To be eligible for a free return, simply keep your Eva product in as-new condition. With our furniture products we request that you keep the packaging so that they may be repacked for the collection process.

If the packaging is not kept for your furniture products, you'll need to source packaging in order for the goods to be returned to our nearest Auckland warehouse. Eva will not cover the cost of return for products without their original packaging.

All your questions answered

What should I expect?

Eva can arrange for returns to be picked up by our courier at no extra cost (only applicable to standard serviceable areas). You will be refunded the cost of the product excluding the delivery fee once the return is completed.

How do I initiate a return?

We get it, sometimes things aren't a good fit. We require all customers to complete a product returns survey before processing their return. 

Please note, the trials are limited to one product type per household and can only apply once when purchasing several sizes of the same product.

Furniture returns: Simply email us at hello@evahome.co.nz within 14 days of receiving your Eva product, and we'll get your return process started. Easy peasy.

Mattress returns: After your 30-night adjustment period and before your trial is up (100 days), simply contact us at hello@evahome.co.nz, and we’ll help organise the charity collection at no cost. The charity collection may take some time. If your items are being donated to one of our charity partners, as they are not-for-profit, volunteer-led services, this timeframe can be subject to delays.

How long will my return take?

We will refund you as soon as we have received the product back at our warehouse for furniture returns. For mattress returns, the time may vary. In the event that there is a postponement or longer turnaround time due to delays with the charity, your return and refund is still valid as long as collection still occurs. You will be refunded the cost of the product, excluding delivery fees.

The refund will be returned to the card or account that you used to purchase the product. The time for returns to be processed can vary based on product, location, and payment method.

How do I reschedule my return pick-up?

If you happen to miss your scheduled pick-up, please contact hello@evahome.co.nz or (09) 884 6260

How do I cancel my order?

If you find you have accidentally ordered the incorrect product or size, you may be able to cancel your order if the product has not been dispatched. Please contact our customer service team on hello@evahome.co.nz as soon as possible.

What if I am missing parts to return?

If there are missing pieces in your return, you will only be eligible for a partial refund up to 60% of your original order, pending return of all pieces. You are responsible for returning the remaining pieces at your own cost.

How do exchanges work?

If you'd like to exchange your Eva product, please contact customer support on hello@evahome.co.nz to request an exchange. Please ensure you have your original packaging.

Damaged products

We only accept returned products that are in as-new condition. If your product is damaged or stained (and not covered by warranty), you will be ineligible for a return.

This means ensuring you have all the original pieces and that the fabric or timber is not damaged in any way. Your refund may be subject to an inspection when it returns to our warehouse.

Read our full terms and conditions