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General Terms and Conditions

Nain Trading GmbH

Last updated: 17 June 2025

Terms and Conditions for online purchases made via naintrading.co.nz for delivery within New Zealand. Below you will find our Terms and Conditions, which apply to all services and orders placed through naintrading.co.nz.
We are committed to offering our customers transparency, trust, and a secure shopping experience.

Scope

These Terms and Conditions apply to all orders placed through our online shop by both 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 course of their commercial or self-employed professional activity.

These Terms shall also apply to future business with business customers, without the need for explicit reference. Conflicting or supplementary terms provided by the business customer are expressly rejected, unless we have explicitly agreed to them in writing.

Contract Formation

The presentation of products in our online shop does not constitute a legally binding offer, but rather a non-binding online catalogue.

By clicking the order button, you submit a binding offer to purchase the items in your cart. Immediately after submitting your order, you will receive an automated email confirming receipt. This confirmation does not yet constitute acceptance of your offer.

The purchase contract is only concluded once we confirm shipment of the goods (shipping confirmation) or actually dispatch the goods – whichever occurs first.

All offers are subject to availability. If an item is unexpectedly unavailable, we reserve the right not to accept your order. In such cases, we will notify you promptly and refund any payments already made.

Despite careful maintenance of our online content, errors may occasionally occur, e.g. in pricing, sizing, material, or descriptions. If such errors are obvious or due to technical issues, we reserve the right to cancel the contract. In this case, you will be notified and refunded without delay.

Prices and Payment

All prices listed in our online shop include the applicable VAT unless otherwise stated.
Any additional delivery or shipping costs are specified separately in the relevant product description.

Available payment methods are clearly communicated to the customer during the checkout process.

We generally offer the following payment methods: bank transfer in advance, credit card, invoice and installment payment via Klarna, PayPal, and Clearpay. For each order, we reserve the right not to offer certain payment methods or to refer to alternative options.

Delivery terms

The delivery will be made to the delivery address provided by the customer during the checkout process, unless otherwise agreed.

If a shipment cannot be delivered and is returned to the seller, the customer will be responsible for the failed shipping costs. This does not apply if the customer is not responsible for the failed delivery – for example, due to insufficient delivery notice or because the customer was temporarily unable to accept the delivery.
In the event of a valid cancellation, the return shipping costs will be governed by the terms of the cancellation policy.

If the customer is acting as a business, the risk of accidental loss or damage will pass to the customer when the goods are handed over to the carrier.
If the customer is acting as a consumer, the risk generally passes when the goods are delivered to the customer or an authorised person. However, if the customer has arranged the carrier themselves and the seller has not designated that carrier in advance, the risk passes when the goods are handed over to that carrier – even for consumers.

31 days right of return

For all rugs purchased from Nain Trading, we offer a voluntary right of return in addition to the statutory right of withdrawal. The period for exercising the voluntary right of return begins at the end of the statutory withdrawal period and ends 31 days after receipt of the goods. Sending the goods in time is sufficient to meet the deadline.

To exercise the voluntary right of return, the goods must be returned in their original condition, intact and undamaged, in the original or equivalent packaging. If you would like to use our return service, please contact our customer service by email ([email protected]) or phone. You will then receive return instructions and your return label via email. If you are unable to print the label, we can alternatively send the documents to you by post.

Please note: The 31-day return option does not apply to custom-made items or purchased gift vouchers.

Return shipping costs are borne by the customer. For insured return shipping via Nain Trading, we can offer you a flat fee of NZ$223. Parcels sent freight collect will not be accepted.

Returns must be sent to:
Nain Trading GmbH
Brook 7
20457 Hamburg
Germany

Refunds will always be issued using the same payment method you used for the original purchase — for example, to your credit card or bank account.

This voluntary return policy does not affect your statutory right of withdrawal, which remains fully valid and independent. Until the end of the statutory withdrawal period, only the legal terms apply. The voluntarily granted return policy also does not limit your statutory warranty rights, which remain unaffected.

Please refer to the section “Return and Refund Conditions” below for applicable return guidelines.

Conditions for Returns and Refunds

Nothing in these return conditions shall restrict or limit your statutory right of withdrawal as described above.

In order to receive a full refund, the item must be returned in its original condition. Returned products must be clean, unused, and undamaged. Customers are responsible for ensuring that returned goods are properly packaged, either in the original packaging or an equally secure and suitable alternative.

The customer is responsible for packing the goods carefully for return shipment to prevent transport damage.
If the item is not returned in the required condition, we reserve the right to refuse the return. In such cases, the item will be sent back to the customer and the customer will bear the shipping costs.

Refunds will be issued using the same payment method originally used by the customer.
If a gift voucher was used for the purchase, the corresponding amount will be re-credited to the gift voucher balance.

Any deviations from these terms require express agreement between the customer and Nain Trading GmbH.

Statutory Warranty

We are legally obliged to deliver goods that conform to the product description and statutory consumer protection regulations.

The statutory warranty covers products that are defective within the meaning of applicable UK consumer law. It does not apply to damage caused by improper use (e.g. accidents, negligent handling, non-observance of care instructions) or normal wear and tear.

Nain Trading GmbH reserves the right to reject a warranty claim if, after inspection, the product is deemed not defective under legal standards. In such cases, the product will be returned to the customer and shipping costs may be charged.

Warranty claims must be submitted within a reasonable time after the defect has been discovered and in any case within the statutory limitation period of two years from receipt of the goods.

To submit a warranty claim, please contact our customer service and provide details and images of the defect. If a product inspection is required, you must use the return label provided by Nain Trading GmbH. If you do not use our label, shipping costs for the return may be charged to you.

Please note: For handmade products, slight individual variations are to be expected and do not constitute a defect. In the case of vintage, semi-antique, or antique rugs, normal signs of wear, previous ownership, or features mentioned in the product description do not qualify as defects.

5-Year Guarantee on Hand-Knotted Rugs

Unless otherwise stated, we, Nain Trading GmbH, offer a guarantee of 5 years from the date of purchase (invoice date) on our hand-knotted rugs.

Scope of Guarantee:
The guarantee covers all new hand-knotted rugs. Excluded are all woven rugs and all loom-knotted rugs. These types of rugs are identifiable by the word “Loom” in their product name. The guarantee applies to the durability of the knots, fringes, and pile under normal household use. Any damage caused by improper use (e.g. stains, chemicals, pets) is not covered. Your statutory warranty rights remain unaffected and continue to apply.

How to Claim:
In the event of a guarantee claim, please contact us by phone, email, or post at: Nain Trading GmbH, Brook 7, 20457 Hamburg, Germany, [email protected], Telephone: +61 2 8091 2782. To process the guarantee, we will need the invoice for the rug from you. Our service team will be happy to discuss the next steps with you.

Guarantee Service:
At the discretion of our experts, we will either repair your rug free of charge or replace it with an equivalent rug in consultation with you.

Transport damage

We are responsible for your order during shipping until it is first delivered into your possession.
Upon delivery, any visible transport damage must be reported immediately to the courier (e.g., UPS, DPD, DHL, FedEx). Hidden damage should be reported as soon as it is discovered.
Please also contact our customer service in the event of damage so we can assist with a smooth resolution process.

Certificate of authenticity

For all hand-knotted rugs, we guarantee the authenticity of the knotting. For orders with a value exceeding NZ$371, we will issue a digital certificate of authenticity, which will be sent to you via email after shipment. For hand-knotted rugs below this value, a certificate can be provided upon request.

Retention of Title

The goods remain our property until full payment has been received.

Other Information

If any provision of these Terms and Conditions or part thereof is held invalid, this shall not affect the validity and enforceability of the remaining provisions.

When placing an order via naintrading.co.nz or contacting us by e‑mail and communicating electronically, you agree that we may provide transactional records, notices, and other communications electronically, to the extent permitted by law. These Terms and Conditions are available at any time on naintrading.co.nz.