Nain Trading

Terms and Conditions

Nain Trading

Last updated: 25 July 2026

These Terms and Conditions apply to online orders placed via naintrading.co.nz and deliveries within New Zealand. They govern all services provided through our online shop.

Scope of Application

The following Terms and Conditions apply to all orders placed through our online shop by consumers and business customers.

A consumer is any natural person who enters into a legal transaction for purposes that are predominantly outside their trade, business or profession. A business customer is a natural or legal person or a partnership with legal capacity acting in the exercise of their trade, business or profession when entering into a legal transaction.

For business customers, these Terms and Conditions also apply to future business relationships without our having to refer to them again. If a business customer uses conflicting or supplementary general terms and conditions, their validity is hereby rejected; they shall only become part of the contract if we have expressly agreed to them.

Conclusion of Contract

The presentation of products in our online shop does not constitute a legally binding offer but a non-binding online catalogue. By clicking the order button you place a binding order for the items in your shopping cart. Immediately after submitting your order you will receive an automatic order confirmation by e-mail. This does not constitute acceptance of your offer but merely confirms that we have received your order.

The purchase contract is concluded only when we confirm dispatch of the goods (dispatch confirmation) or when the goods are actually shipped to you – whichever occurs first.

All offers are subject to availability. Should an item unexpectedly be unavailable, we reserve the right not to accept your order. In this case we will inform you immediately and refund any payments already made without delay.

Despite careful maintenance of our online shop, occasional errors may occur, for example regarding price, size, material or product description. If such errors are obvious or of a technical nature, we reserve the right not to conclude the contract or to rescind it. In this case, too, you will be informed immediately and any payments already made will be refunded in full.

Prices

All prices shown are final prices and include all applicable taxes and charges. You will not pay anything beyond the total shown during checkout. Any shipping costs are shown separately and displayed clearly before you place your order.

Payment Methods

The available payment methods are shown during checkout. As a rule we offer:

In addition, further local payment methods may be offered at checkout. We reserve the right not to offer certain payment methods in individual cases and to refer you to other payment methods.

Klarna Pay Later: If you choose to pay by invoice via Klarna, Klarna performs a standard credit check at checkout. You will receive a payment request from Klarna, payable within 30 days of your purchase; there is no surcharge for paying by invoice. If you do not pay by the due date, Klarna may charge reminder fees and default interest. To extend the due date, please contact Klarna directly. The full terms are available at https://www.klarna.com/nz/terms-and-conditions/.

Delivery Terms

Delivery is made to the delivery address you provide during the order process, unless otherwise agreed.

If a shipment cannot be delivered and is therefore returned to us, you bear the costs of the unsuccessful dispatch. This does not apply if you are not responsible for the failed delivery – for example because the delivery was not sufficiently announced or you were temporarily prevented from accepting it. In the event of an effective withdrawal, the provisions of the withdrawal instructions apply with regard to return costs.

If you act as a consumer, the risk of accidental loss or accidental deterioration of the goods passes to you only upon handover of the goods to you or a person authorised to receive them. If you act as a business customer, the risk passes upon handover to the shipping company. If, as a consumer, you commission a transport company not named by us, the risk likewise passes upon handover to that company.

Our Voluntary 31-Day Return Policy

Nain Trading grants you a voluntary return policy of 31 days in total from receipt of the goods.

What this means for you: you have a full 31 days to decide whether your rug is right for your home. New Zealand law does not provide a general cooling-off period for online purchases – this return policy is something we offer voluntarily, over and above your legal rights. It runs in parallel with, and never restricts, any rights you have under the Consumer Guarantees Act 1993 or other legislation.

Conditions

Return period

Your return must be registered with us no later than the 31st day after receipt of the goods. Notifying us in good time is sufficient to meet the deadline.

Condition of the goods

Under the return policy, goods may be returned provided they have only been examined in the way that would be usual in a shop and necessary to assess the goods.

The goods must be free from damage, stains, odours, signs of use or any other impairment caused by use going beyond such a reasonable examination.

Please handle delicate hand-knotted rugs with particular care and avoid soiling, pet hair, cigarette smoke, moisture, improper cleaning or any alteration to the pile, fringes or edges.

Packaging

Where possible, please use the original packaging for your return, or equivalent packaging suitable for transport. The absence of the original packaging does not in itself exclude the return policy.

You are, however, responsible for packing the goods so that they are adequately protected during return transport.

How to return your item

1. Register your return

Register your return within the 31-day period directly in your customer account under Manage your order, via our contact form or by e-mail to [email protected].

Where possible, please quote your order number and the items you wish to return. We will then send you the return documents and further instructions for the return transport.

2. Send the goods back

Use the returns label we provide or the return transport we organise – a flat rate of NZ$264 applies, which is simply deducted from your refund. As your return is an international shipment from New Zealand to our warehouse, we will prepare the necessary customs and export paperwork for you and guide you through the process. On request, we will arrange collection of larger rugs by carrier.

Please do not attach a returns label directly to the product or its original packaging; use suitable outer packaging for dispatch instead.

3. Receive your refund

Once the returned goods have arrived and been inspected, we will refund the refundable purchase price to the payment method used when placing the order.

Return shipping costs

For returns from New Zealand, a flat fee of NZ$264 applies when you use our returns label or the return transport we organise. This fee is deducted from your refund, so there is nothing for you to pay upfront.

If you instruct a carrier of your own or return the goods without our return documents, you bear the resulting shipping, customs and handling costs yourself. Any costs you pay in such cases will not be reimbursed.

Refunds

Refunds are normally processed within a few working days of the inspection of the goods being completed. Depending on your payment provider, it may take additional time for the credit to appear on your account.

Under the return policy, we do not reimburse the cost of any delivery method you chose that exceeds the least expensive standard delivery, nor the cost of a return transport you arranged yourself. Where a flat fee applies to our organised return transport, it is deducted from the refund.

If the goods have deteriorated as a result of handling going beyond a reasonable examination, we reserve the right to reduce the refund appropriately or to decline the voluntary return. Your legal rights remain unaffected.

Exceptions

Custom-made items

The return policy does not apply to goods that have been made to individual specifications, adapted or clearly personalised to your requirements.

This includes in particular rugs in custom sizes, colours, materials or patterns, as well as other customer-specific commissions.

Damaged or excessively used goods

Goods that have been used beyond the necessary examination, soiled, damaged, altered or improperly handled after receipt are excluded from the return policy.

This exclusion does not apply where the impairment already existed on delivery or results from a fault in the goods.

Your Legal Rights

This voluntary return policy applies in addition to, and does not limit, your rights under New Zealand consumer law.

Consumer Guarantees Act 1993

Under the Consumer Guarantees Act 1993, goods we supply must be of acceptable quality, fit for their purpose and match their description. If a rug is faulty or does not meet these guarantees, you are entitled to the remedies provided by the Act – depending on the case, a repair, a replacement or a refund – regardless of the 31-day period and the conditions of this return policy.

Fair Trading Act 1986

Your rights under the Fair Trading Act 1986, which protects you against misleading and deceptive conduct and false representations, also remain unaffected.

If your goods are faulty, damaged or not what you ordered, please contact us at [email protected] or on +44 20 7664 4565 – we will resolve the matter in line with your legal rights, and any return shipping fee does not apply to returns of faulty goods.

Who You Are Buying From

Nain Trading GmbH
Brook 7
20457 Hamburg
Germany
Email: [email protected]
Phone: +44 20 7664 4565

Please do not ship a return before registering it with us – the correct return address depends on the item and its size and will be provided with your return documents.

Statutory Warranty

Our goods come with guarantees that cannot be excluded under the New Zealand Consumer Guarantees Act 1993. Goods must be of acceptable quality, fit for purpose and match their description.

If a product fails to meet a consumer guarantee, you are entitled to a remedy – depending on the failure, a repair, a replacement or a refund. There is no fixed time limit: the guarantees apply for a period that is reasonable in view of the nature and price of the goods. Damage caused by improper use and normal wear are not covered.

To report a defect, please contact our customer service via our contact form or by e-mail at [email protected], including meaningful information and photos. If a physical inspection is required, we will provide you with a return label. We will inform you of the outcome of our inspection promptly.

Please note: with handmade products, slight variations in colour, pattern or size are characteristic of the craft and do not constitute a defect. For vintage, semi-antique and antique rugs, normal signs of use and characteristics mentioned in the item description are not considered defects.

5-Year Guarantee on Hand-Knotted Rugs

Unless stated otherwise, we grant you a guarantee of 5 years from conclusion of the contract (invoice date) on our hand-knotted rugs.

Coverage: The guarantee applies to all new hand-knotted rugs. Excluded are vintage rugs, patchwork rugs, woven rugs and loom rugs. The guarantee covers the durability of the knots, fringes and pile under normal domestic use. Damage caused by improper use (e.g. stains, chemicals, pets) is not covered.

How to claim: In the event of a guarantee claim, you can reach us by e-mail at [email protected], by phone at +44 20 7664 4565 or by post at: Nain Trading GmbH, Brook 7, 20457 Hamburg, Germany. We will need the invoice for the rug to process the claim. Our service team will be happy to discuss the next steps with you.

Guarantee service: At the discretion of our experts, we will repair your rug free of charge or, in consultation with you, exchange it for one of equal value.

Your statutory warranty rights exist independently of this guarantee and are not limited by it; exercising them is free of charge for you.

Transport Damage

We bear the risk of damage in transit until the goods are handed over to you or a person authorised by you to receive them.

Please report externally visible damage directly to the carrier where possible (e.g. UPS, FedEx, DPD, DHL) and have the damage confirmed. Hidden damage that only becomes visible later should be reported to the carrier within 7 days. This report is not a prerequisite for your statutory rights, but it makes handling the matter with the carrier considerably easier for us.

Please also inform our customer service – we will support you with the damage report.

Certificates of Authenticity

For all hand-knotted rugs we guarantee the authenticity of the hand-knotting. With every hand-knotted rug you receive a digital certificate of authenticity, which is provided to you by e-mail after dispatch.

Retention of Title

The delivered goods remain our property until paid for in full.

Miscellaneous

Should any provision of these Terms and Conditions or part thereof prove to be invalid, the validity of the remaining provisions shall remain unaffected.

By placing an order via naintrading.co.nz or communicating with us electronically, you agree that we may provide you with transaction documents, notices and information electronically, to the extent permitted by law. These Terms and Conditions can be viewed at any time on naintrading.co.nz. The language of the contract is the language of this online shop.