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Online Refund Policy
We do not have to provide a refund if you have changed your mind about your purchase, so please choose carefully.
However, if you are not fully satisfied with your purchase within 7 days after delivery, please contact us to discuss your concerns.
We may, at our discretion and only if the goods are in saleable condition, either exchange your purchase or accept your purchase back, whereby a credit will be issued for use against future purchases. Freight and associated costs of all product exchanges or returns will be met by the customer.
Goods specially ordered in or custom made are non-returnable.
If the goods are faulty, we will meet our obligations under the Consumer Guarantees Act to provide a remedy.
The Consumer Guarantees Act and Fair Trading Act provide the basis for Nido’s returns policy and as a business we go above and beyond the expectation of these two statutory laws.
Consumer Guarantees Act 1993
The Consumer Guarantees Act sets the minimum standards for goods sold by Nido. If goods sold are deficient or faulty, the retailer has the obligation to repair, replace or refund.
Fair Trading Act 1986
The Fair Trading Act is designed to protect the customer from being misled, either intentionally or unintentionally. This applies to all aspects of the promotion and sale of goods and services including: pricing; where the product was made; where the product is from; the meeting of New Zealand safety standards; availability of products and the sales techniques used. The Commerce Commission enforces the Fair Trading Act 1986.
Nido’s Change-of-Mind Policy
Nido understands that customers may change their mind; we have a 7-day Change-of-Mind Policy with proof of purchase.
The Change-of-Mind Policy covers the price of the product, excluding any freight or delivery costs incurred.
For a product to be returned under our Change-of-Mind policy, the product must be returned to us within 7 days from the original purchase date, in a resaleable condition, unless faulty or otherwise defective, with proof of purchase. Nido is not responsible for any costs associated with returning the product to us under the Change-of-Mind Policy.
Beyond our 7-day Change-of-Mind Policy we may accept returns up to 28 days from the original purchase date with proof of purchase, however a restocking fee will apply. A restocking fee will be charged and must be paid first before a full refund of the product price being released. The restocking fees for returns are either:
25% of the product price, where the product is in good resaleable condition; or
Minimum of 35% of the product price, where the product is soiled or damaged.
Nido may not accept returns where the product at all if damaged beyond recovery.
Should Nido need to arrange for transport to recover the products from the customer’s premises, a further delivery charge will apply and must be paid at the time of the restocking fee being paid.
We can offer to exchange products for another one (i.e. a different size or colour etc) or another product of the same value without the need to charge a restocking fee within 28 days from the original purchase date. Proof of purchase is required to obtain an exchange. To be eligible for an exchange, products must be in a resaleable condition and where possible with packaging intact and all labels, manuals, etc., returned with the product.
Replacements, Repairs, Returns and Refunds
Faulty and/or Damaged due to a Manufacturing Fault
Where a product is faulty or damaged due to a manufacturing fault we will, with proof of purchase, either:
replace the product; or
assess and repair the product under the manufacturer’s warranty; or
issue a full refund.
Products can be returned in-store or couriered back to us. Nido is not responsible for any costs involved in returning products to us, unless the product, once assessed, is deemed to be faulty or damaged due to a manufacturing fault. Prior to couriering any products to us, please contact us for the relevant details. Nido is not responsible for any missing or lost parcels.
If the returned product is still under warranty, the repair will be at our expense. If the product is out of warranty period, then we can still have the product repaired, however the cost of the repair will be charged to the customer unless the product is found to have a manufacturer’s fault.
An incorrect product is deemed to be a product that does not match the product on the original proof of purchase.
If the customer receives an incorrect product for pick-up, Nido will endeavour to arrange for the correct product to come to store within 3 working days. The customer will need to return the incorrect product to Nido and collect the correct product from Nido. Nido is not responsible for any costs associated with returning the incorrect product to us when it relates to a pick-up order.
If the customer receives an incorrect product via delivery, Nido will endeavour to arrange for the correct product to be dispatched within 3 working days. Nido will arrange for collection of the incorrect product and delivery of the correct product when it relates to a delivery order. Nido will be responsible for associated costs to remedy a delivery order.
Should the customer suspect the product has been damaged during delivery, please retain the packaging in which the product came, as our courier company will need to inspect it. Please contact us and we will organise the return of the product and packaging for inspection. After inspection and should the fault lie with the courier company Nido will endeavour dispatch a replacement within 3 working days.
Product damaged due to incorrect assembly (DIY or through a third-party assembly service) are not covered by our Returns Policy and we are unable to exchange them or provide a refund. Customers are encouraged to contact us should they have questions regarding assembly of the product before they undertake assembly.
If a product is temporarily out of stock it will be placed on backorder. You will be notified if a product cannot be sourced within 14 working days of the original transaction date and we will refund you for that product.
Clearance products, commonly referred to in-store as Garage Sale products, are sold in-store only with known faults. We do not accept returns on clearance products
Whatever it is, we will deliver to your door, nationwide.
Click and Collect
Shop online and pick up in store.
Our friendly team can help with anything from styling advice to questions, exchanges and returns and finance.
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