Statutory Right to Cancel & 31-Day Returns

Below you will find the terms of our voluntary 31-day return policy, followed by an overview of your legal rights under New Zealand consumer law, which remain unaffected.

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.