Our Commitment
At INNATURE, we are committed to creating high-quality natural mattresses, bedding and solid timber furniture.
If you have any questions about our products, materials or services, please feel welcome to contact us. If you experience a problem with your purchase, please let us know so that we have an opportunity to understand the issue and help resolve it.
Our Returns & Refunds Policy is outlined below.
Payment & Pricing
All INNATURE prices are stated in New Zealand dollars (NZ$) and include Goods and Services Tax (GST), unless otherwise stated.
We accept payment by direct bank deposit/internet banking, cash, Visa, Mastercard and Q Card.
For orders placed directly with INNATURE, a 50% deposit is generally required to confirm the order and begin production. The remaining balance is due when the goods are completed and ready for delivery, collection or dispatch.
Goods will be released for delivery, collection or dispatch once payment has been received in full.
Orders placed through our online store require full payment at checkout.
We reserve the right to change our prices at any time to reflect changes in material, manufacturing and other costs. Any price change will not affect an order that has already been accepted by us at an agreed price.
Orders and Acceptance
When you place an order through our website, you will receive an email confirming that we have received your order. This acknowledgement does not necessarily mean that your order has been accepted.
A contract between you and INNATURE Ltd is formed when we confirm that your order has been accepted and is proceeding to production, or when we advise that your goods are ready for collection or dispatch.
Pricing Errors
We take reasonable care to ensure that the prices displayed on our website are accurate. Occasionally, however, a product may be displayed at an incorrect price due to a typographical, administrative or technical error.
If we identify an obvious pricing error before an order has been accepted, we may decline or cancel the order. If payment has already been processed, we will contact you promptly and refund the amount paid in full. Where possible, we will also give you the option to purchase the product at the correct price.
Nothing in these Terms & Conditions limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.
Warranty
At INNATURE, we stand behind the quality of our workmanship and materials.
Our warranties are:
- Organic Natural Latex Mattresses: 10 years
- Organic Futon Mattresses: 5 years
- Solid Timber Beds: 10 years
- Slat bed joinery: Lifetime warranty on the joinery and hardware
- Furniture: 10 years
- Cot Mattresses: 2 years
Natural latex mattresses and futons must be used on a suitable, supportive bed base with quality solid timber slats and adequate ventilation.
During the applicable warranty period, INNATURE will repair or replace a product where there is a genuine fault in materials or workmanship.
Our warranty does not cover:
- Normal wear and tear.
- Normal settling or compression of natural materials. Some reduction in thickness over time is normal, particularly with futons and products containing wool or cotton.
- Uneven wear resulting from unusually heavy or uneven weight distribution where this is not caused by a manufacturing fault.
- Damage resulting from failure to follow our care and maintenance instructions.
- Mould or mildew caused by environmental moisture, inadequate ventilation or damp conditions.
- Accidental damage, neglect, misuse or damage occurring during transportation arranged by the customer.
- Damage caused by using the mattress or futon on an unsuitable, sagging or non-supportive bed base, including old or excessively flexible slats, excessive gaps between slats, inadequate airflow or uneven support.
- Natural compression of wool, cotton and other natural fibres over time.
Where a product has a fault covered by the Consumer Guarantees Act, your statutory rights apply regardless of the terms of our written warranty. Remedies for faulty goods will be provided in accordance with New Zealand consumer law. Consumer Protection
Freight, Deliveries & Collections
Orders can be collected directly from our INNATURE factory/showroom in New Lynn, West Auckland.
We also offer delivery within Auckland. Delivery and assembly charges depend on the delivery location, order size and services required. We will confirm the applicable delivery charge with you before arranging delivery.
Smaller products, such as pillows, bedding and baby or cot mattresses, are generally sent by courier.
Larger products and larger orders may be delivered using Kiwi Oversize, Mainfreight 2Home or another suitable freight provider. Waiheke Island deliveries may be arranged using SeaLink or another appropriate carrier.
Freight charges are calculated according to the delivery address and the size, weight and volume of the order.
For some larger orders, collection from a Mainfreight depot may be a more economical option. Where available, we are happy to pass our commercial freight rates on to our customers.
Rural Deliveries
Delivery to rural addresses may incur an additional charge. We will confirm this once we have your complete delivery address.
For large items ordered online for delivery to a rural address outside Auckland, the website may not calculate the final freight charge automatically. We will contact you with the available freight options and any additional delivery cost before dispatch.
Please contact us if you would like an exact freight quote before placing your order.
Returns & Refunds
Because many INNATURE products are individually made to order, our returns policy differs depending on the type of product purchased.
Change-of-Mind Returns
We do not offer change-of-mind returns on custom-made, custom-sized or individually made-to-order products, including mattresses and mattress toppers.
Unused standard stock products may be eligible for return or exchange within 14 days of delivery, provided that:
- The product is unused and in new, resalable condition.
- It is returned in its original packaging.
- You contact us before returning the product.
- The product is not excluded from return for hygiene reasons or because it was made specifically for your order.
Return freight for change-of-mind returns is the customer's responsibility.
Mattresses & Toppers
INNATURE mattresses and toppers are individually made to order in New Zealand and cannot be returned for a refund or change-of-mind exchange.
We encourage customers to take time choosing the appropriate mattress firmness before ordering. We are happy to provide a sleep consultation by phone or in our showroom to help you choose the most suitable option.
14-Day Mattress Comfort Option
If, within 14 days of receiving your INNATURE natural latex mattress, you find that you require firmer support, please contact us.
We can arrange to change the latex core to a firmer option. The mattress will need to be returned to INNATURE, and transport costs to and from our factory are the customer's responsibility.
This option applies to eligible INNATURE natural latex mattresses and does not constitute a mattress trial or right to return the mattress for a refund.
If you find your mattress too firm and would prefer a softer sleeping surface, we normally recommend adding an INNATURE Soft Natural Latex Topper. This provides additional cushioning and pressure relief while retaining the support of the mattress underneath.
Custom-sized and custom-shaped mattresses are not included in the 14-day comfort option unless otherwise agreed with INNATURE in writing before purchase.
Faulty or Damaged Products
If your product arrives damaged, please contact us as soon as reasonably possible and provide photographs where appropriate so that we can investigate.
If a product is faulty or does not meet the guarantees provided under the Consumer Guarantees Act 1993, we will provide the appropriate remedy required by law.
Depending on the nature and seriousness of the fault, this may include repair, replacement, refund or another remedy available under the Consumer Guarantees Act. Consumer Protection
Nothing in our Returns & Refunds Policy limits or excludes your rights under New Zealand consumer law.
Privacy Policy
At INNATURE, we respect your privacy and take reasonable care to protect the personal information you provide to us.
We use customer information to process orders, arrange deliveries, communicate with you about your purchase and provide customer service.
If you purchase from us, we may contact you after your purchase to ask whether you would like to leave a review.
If you subscribe to our newsletter, we may send you information about INNATURE products, news and special offers. You can unsubscribe at any time using the unsubscribe option in our emails.
Please refer to our full Privacy Policy for further information about how we collect, use, store and protect personal information.
Stock & Production Times
We keep selected mattresses, cot mattresses, bedding, natural pillows and wool duvets in stock where possible.
Many INNATURE products, however, are made individually to order in New Zealand.
Typical production times vary depending on the product, materials, current workload and complexity of the order. An estimated production time will be provided when your order is confirmed.
Custom furniture and solid timber bed frames generally require a longer production time than mattresses and bedding.
Production and delivery estimates are provided in good faith but may occasionally change due to material availability, freight delays or other circumstances outside our reasonable control. If there is a significant delay affecting your order, we will communicate this with you.