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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. Nido has a 7 day change of mind policy with proof of purchase. For a product to be returned under our change of mind policy, that product must be in a resalable condition unless faulty or otherwise defective. It's this policy that provides you peace of mind while shopping at Nido. The Money Back Guarantee covers the price of the product excluding any freight or delivery costs incurred.
Consumer Guarantees Act 1993
The Consumer Guarantees Act sets out minimum standards for goods sold Nido. In the event that goods sold are deficient or faulty, the retailer has the obligation to repair, replace or refund. Refer to the Consumer Guarantees Act tab for more information.
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.
We can offer to exchange products for another one (i.e. a different size or colour etc) or another product of the same value. Proof of purchase is required to obtain an exchange, although we may waive this requirement if we believe we have sold the product. Please note, as mentioned above, products returned or exchanged must be in a resalable condition with packaging intact and all labels etc returned with the item.
Replacements, Repairs, Returns and Refunds
Where a product is faulty or damaged due to a manufacturing fault we will either: (i) replace the product; or (ii) assess and repair the product under the manufacturer’s warranty; (iii) give you a full refund.
If the product was purchased through our on-line store, you can courier the item/s back to us, please note that this is at your cost. If you wish to proceed with this option please contact us and we will provide the information required to send it back to us.
If the returned product is still under warranty, the repair will be at our expense If the product is out of warranty, 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 manufacturers fault.
How to Return a Product
For products purchased in-store, our Customer service team will be happy to assist you with your return. For products purchased through our on-line store, the best way to return a product purchased on-line is by courier. For any change of mind returns, the delivery cost will be the responsibility of the customer. Should the return be due to a manufacturing fault or damage during transit, we will cover the cost of the return courier. Please contact us on 0800 88 NIDO (6436) for more information.
We apologise if you have received a product that is faulty, or if you have received the wrong product. You are welcome to an exchange or refund. Please contact us on 0800 88 6436 between the hours of 10:00am– 6pm to arrange this. Make sure you have your order details handy.
Wrong Product Delivered
If you have ordered something online and received the wrong product, we apologise and you are more than welcome to an exchange or refund. Please contact us on 0800 88 6436 between the hours of 10:00am – 6pm to arrange this. Make sure you have your order details handy.
If you suspect your product has been damaged during delivery please do not throw away the parcel or cover in which the product came as the courier company will need to inspect it. Please contact us on 0800 88 6436 between the hours of 10:00am – 6pm and we will organise the return of the product and packaging for inspection and will endeavour to send you a replacement as soon as possible.
Products 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.
If a product is temporarily out of stock it will be placed on backorder and you will be notified, if an item on backorder cannot be sourced within 5 working days we will refund you for that item.
Occasionally our stock level information is incorrect; we work to ensure this doesn't happen but if a Clearance item is out of stock you will be notified and refunded.
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.
We want you to have a safe and secure shopping experience online. All payments are processed using SSL (Secure Socket Layer) protocol, whereby all your sensitive information is encrypted to protect your privacy.