This Returns Policy is applicable to purchases made from

Goods Damaged In Transit

If any goods arrive damaged, please note on the carrier waybill when signing for delivery and contact Vienna Woods within 24 hours of delivery. If packaging is damaged, please also note on the carrier’s waybill accordingly and email photographs of the problem to help ascertain the best course of action.

Vienna Woods will arrange to either have the damaged item repaired locally, or returned to Vienna Woods and either repair or replace the goods, or refund the price to you, at Vienna Woods’s discretion. Damaged goods must be returned in the condition received by you with all original packaging, together with all packing slips.


Where you have an issue relating to your order, please immediately contact Vienna Woods on 0800 843662 or . Please quote your invoice number and include photos.

Change of Mind

Please choose carefully as we do not refund if you change your mind. If the goods are faulty we will meet our obligations under the Consumer Guarantees Act.

Minor Failure

If the goods 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 once goods are returned and assessed.

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 Consumer Guarantees Act. 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 mutually agreed 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.


Any shipping costs to return the original goods to Vienna Woods will be at the cost of Vienna Woods, where Vienna Woods considers the goods to have breached a consumer guarantee. If on examination of goods returned to Vienna Woods, the goods are found to not be in breach of any consumer guarantee, Vienna Woods 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 Vienna Woods Online and that the problem with the goods was not your fault.


Refunds will be issued at the discretion of Vienna Woods and will normally be processed within seven days of the goods being returned to Vienna Woods.


If you are acquiring for business purposes as defined in sections 2 and 43 of the Consumer Guarantees Act, you agree that the consumer guarantees provided for in the Consumer Guarantees Act will not apply to the supply of those goods.


Under the Consumer Guarantees Act 1993, you have guaranteed legal rights for goods you buy and include the following:
a guarantee that the goods are of acceptable quality, such that the goods are: fit for all the purposes for which goods of that type are commonly supplied; free from minor defects; safe durable; and acceptable in appearance and finish.
a guarantee that the goods correspond with any description with which the goods are supplied; and
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 we supply do not meet a consumer guarantee, we will meet our obligations under the Consumer Guarantees Act to provide a remedy.

The Consumer Guarantees Act 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.

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.


At Vienna Woods, we strive to offer you the best delivery services across New Zealand.

​​​Delivery Fees

Delivery charges for your flooring or cleaning items are based on postcode and product volume. Charges are displayed on both the product page and checkout page prior to payment.

Please note, delivery is not available outside of New Zealand.

The final delivery charge for your order will be calculated at the checkout. To view the overall cost of your delivery, please add all items to your shopping cart and ensure your delivery suburb and postcode are correct.

How long will it take for my order to be delivered?

Delivery times vary by stock availability, peak seasons and the occasional irregular event, however average delivery time frames are 1-3 working days within Auckland, 3 to 5 days for the rest of the North Island and 5 to 7 days for the South Island.

Products can either be ‘In Stock’ or ‘Get a Quote’ depending on the stock’s availability.

Do you deliver to PO Box addresses?

Unfortunately, we do not deliver to PO Boxes as our products are too large. This also includes Parcel Lockers, GPO, Locker Bag and RMB addresses. Our products are delivered by courier and may require a signature upon delivery.

Do you deliver internationally?

We do not currently deliver to any locations outside of New Zealand.

The delivery process

We use specialist Bulky Goods freight partners to deliver your order, after you have been contacted to book in your delivery, the Freight partner will contact you to confirm ETA of the delivery the day prior. Please note that best endeavours are made to deliver with in these time frames however delays can occur for reasons beyond our control such as traffic delays and your patience is appreciated.

What if I am not at my delivery address when my order arrives?

A person over the age of 18 is required to be able to accept delivery at the delivery address.

If no such person is at the delivery address:
Small cleaning supplies can be left at the address if it is possible to leave them securely, otherwise they will be redirected to your local post office or courier distribution centre depending on the courier.
For large flooring deliveries, you may be charged a redelivery fee.

For large flooring deliveries, we will contact you prior to delivery to ensure someone over the age of 18 will be available to receive the item. If you know yourself or another person will not be available at the delivery address, please let us know.

Please note

Please note it is the responsibility of the customer to ensure that the product will fit though doorways, entrance and access points. Awkward or difficult access may incur additional fees due to additional labour requirements.

Wherever possible we will deliver all products together, alternatively if you prefer separate deliveries separate delivery fees will apply.



All prices are listed in NZD$ and all transactions are processed in NZD$ – errors & omissions exempt.


Quotations are valid for 30 days barring errors or omissions. An additional freight component will be charged if delivery is required.


Reproduction of colours is as accurate as photographic processes allow. Please note colours may vary slightly between dye batches and from what is displayed on your monitor display.

Products & Availability

While we make every effort to maintain sufficient stock, at times items sell out or delivery delays occur beyond our control. Should the item you ordered not be in stock we will contact you to advise when the item will be available. You have the option to cancel your order should this occur and we will refund your payment. Vienna Woods waives any liability in the case of inventory shortages.


All drawings, dimensions, samples, descriptive matter and specifications are intended as a guide only. Vienna Woods reserves the right to change, alter or modify the design, dimensions, construction or costing of any item without prior written notice.

While we aim to ensure that information on this website is correct, sometimes errors do occur for which we apologise.

Custom Orders

Modifications to products outside the standard specifications may be possible. All requests for modifications must be agreed in writing. Additional lead time and surcharge may apply.

Order Confirmation

An order confirmation will be forwarded to you in acknowledgement of receipt of your order. This document will supersede all prior correspondence in relation to your order (verbal, written, graphic or otherwise). We will proceed with your order, as per your order confirmation, unless we receive written notification of any requested changes with 24 hours.

Order Amendments or changes

Once your order has been confirmed any request for subsequent changes must be sent in writing. No guarantee can be given that the requested change can be made. Any variation or cancellation agreed to by Vienna Woods will incur additional costs.

Lead Times

Please contact our sales office for current lead time estimates. Failure to provide all relevant information may delay lead times. Whilst we will make every effort to achieve nominated delivery dates, delays do not constitute a breach of contract and Vienna Woods is in no way liable for any resulting damages.


A non-refundable 50% deposit is required for special or non-stock products, with the balance due prior to release of the goods. Goods remain the property of Vienna Woods until full cleared payment has been received.

Payment can be made by bank transfer, Visa or Mastercard.


Delivery times will be arranged with you once goods are ready for despatch. The freight charge covers a single delivery at ground level during normal weekday delivery hours. Prior to delivery please provide us with full written details of any difficulty to access eg. stairs, delivery dock, lift etc. We reserve the right to charge additional costs for unusual access not advised in writing.

If you are unable to accept delivery within 7 days from our first call following the completion of your order, an additional storage fee of 1% of the value of goods per month or $100 per week (whichever is higher) is payable.


Please check your purchase for transit damage before the carrier leaves as inspection of products is required on delivery. Any damage must be noted on the delivery docket presented to you by the carrier for signature. Notification is required within 24 hours to our sales office of any damages or shortages. We will not be responsible for any damage unless we are notified within time period specified above.


Please choose carefully as we do not normally give refunds if you simply change your mind or make a wrong decision. You can choose between a refund, exchange or credit where goods are faulty or have been wrongly described and are different to the product purchased on the website.

Our shipments are carefully inspected before leaving our warehouse but if upon delivery the goods are damaged or defective please let us know within 24 hours. We will then make appropriate arrangements with you.

For any additional questions, please call Vienna Woods on 0800 843 662.


We take your privacy very seriously. The information you provide to us will only be used to process your order and arrange delivery. It will not be sold or otherwise divulged to a third party without your consent.

Vienna Woods is bound by the NZ Privacy Act 1993. Vienna Woods’s Privacy Policy outlines how and when personal information is collected, stored and distributed by Vienna Woods.


This website and its contents are the property of Vienna Woods and are subject to copyright. The contents of our website and the website as a whole are intended solely for your personal, non-commercial use. Any use of our web site and its content for purposes other than personal and non-commercial use, or any use of the trade marks displayed on the website, is prohibited without the prior written permission of Vienna Woods.


You agree that your access to, and use of, this site is subject to these terms and all applicable laws, and is at your own risk. Vienna Woods makes no representations or warranties of any kind, express or implied as to the operation of this site or the information, content, materials or products included on this site, except as otherwise provided under applicable laws Vienna Woods, its directors, employees, agents, contractors, franchisees, successors or assigns will not be liable for any damage or loss whatsoever arising out of, or in any way related to, the use of this web site and any other site linked to this website.


This web site may be accessed in New Zealand and throughout the world. Vienna Woods makes no offer in or by this website to sell any product or service in any country outside New Zealand and no representations that the content of this website complies with the laws of any country outside New Zealand. If you access this site from outside New Zealand, you do so at your own risk and are responsible for complying with the laws in the place where you access the site. The use of this site is governed by, construed and enforced in accordance with the laws of New Zealand.

Thank you for shopping online with Vienna Woods.