Returns & Refunds Policy

1. Your New Zealand consumer rights

Nothing in this policy limits or excludes any rights or remedies you may have under the Consumer Guarantees Act 1993 (CGA), the Fair Trading Act 1986, or any other law that cannot lawfully be excluded.

Goods of a kind ordinarily acquired for personal, domestic or household use or consumption must be of acceptable quality, fit for their normal purpose and any particular purpose made known to or represented by us, match their description, and arrive within the agreed time or, if no time was agreed, within a reasonable time.

2. Faulty, damaged, incorrect or misdescribed products

Please contact us as soon as reasonably possible after discovering a problem. To help us assess your claim efficiently, please provide:

• your order number and contact details;
• a clear description of the problem and when it was first noticed; and
• clear photographs or video of the product, packaging, shipping label and damage where reasonably relevant.

We may ask reasonable questions, request further evidence or arrange an inspection. Photographs can speed up an assessment, but they do not remove any rights you may have under the CGA.

Where a problem is reported some time after delivery, we may reasonably consider the product's type, age, price, expected service life, frequency and manner of use, maintenance, storage, assembly, when the problem first became apparent, and any relevant photographs, video or inspection findings. The passage of time alone will not determine the outcome.

After discovering a problem, please do not dispose of or alter the product, continue assembly, or arrange a third-party repair before contacting us, unless this is reasonably necessary for safety. Please give us a reasonable opportunity to assess and remedy the problem and take reasonable steps to prevent further damage. This does not limit your rights under the CGA if we refuse or fail to remedy a remediable failure within a reasonable time.

Minor problems

Where a problem can be remedied and is not of a substantial character, Daily Nest NZ may choose to repair the product (including by supplying an appropriate replacement component), replace it with an identical product, or provide a refund. We will provide the remedy at no charge and within a reasonable time, as required by the CGA.

Substantial problems or failure to remedy

Where a failure is of a substantial character, or we do not remedy a remediable failure within a reasonable time, you may have the right to reject the product and choose a refund or replacement, or keep the product and claim compensation for its reduction in value, in accordance with the CGA.

Where a refund is required under the CGA, we will not require you to accept store credit instead. Where reasonably practicable, the refund will be returned to the original payment method. If that is not possible, we will agree another lawful and secure refund method with you.

In addition to the remedies above, you may be entitled under the CGA to compensation for reasonably foreseeable loss or damage caused by the failure. You must take reasonable steps to minimise or avoid further loss, and we may ask for reasonable evidence of the loss and amount claimed.

3. When a remedy may not be available

Subject to the CGA and other applicable law, Daily Nest NZ is not required to provide a remedy where, for example:

• you simply changed your mind or ordered the wrong product, size, colour, quantity or delivery option;
• the product was damaged through misuse, neglect, accident, incorrect assembly, abnormal use, failure to follow instructions, unauthorised modification or unauthorised repair;
• the product has experienced fair wear and tear or reached the end of its reasonably expected service life;
• you were told about the relevant fault before purchase;
• the concern is a reasonable variation in colour, grain, texture, finish or dimensions that is inherent in the material, manufacturing process or screen display, provided the product remains materially consistent with its description or sample and is of acceptable quality;
• no applicable consumer guarantee has been breached.

Your right to reject goods may be affected if the goods have been disposed of, lost or destroyed while outside our possession, or damaged after delivery for reasons unrelated to their condition at the time of supply. Other rights or remedies may still apply under the CGA.

Please stop using the product and contact us promptly where continued use may be unsafe or may cause further damage. If continued use, failure to take reasonable care, unauthorised repair or an unreasonable delay materially contributes to the damage or prevents the cause from being reliably assessed, this may affect the remedy available to the extent permitted by law.

We may decline a claim to the extent that the problem was caused by an act or omission for which Daily Nest NZ is not responsible. If an assessment shows that we are not responsible, we will explain the findings and available next steps before any non-statutory work is undertaken. Nothing in this process limits a remedy required by the CGA.

4. Returning products for assessment

Please contact us before returning a product so we can provide safe and appropriate instructions. This process does not make any statutory right to reject goods conditional on our approval. An unauthorised return may be refused only where no statutory right of return applies.

1. Contact us first. Send your order number or other reasonable proof of purchase, contact details, a description of the issue and relevant photos or video.
2. Wait for written instructions. We may resolve the issue from the information supplied, request further evidence, arrange an inspection or authorise a return.
3. Return safely if requested. Follow the return instructions, include the relevant components and use suitable protective packaging. For a discretionary return, use a tracked and appropriately insured service.

We will provide return instructions where a return or inspection is reasonably required. You are responsible for making the product reasonably available for inspection and, where reasonable, returning it to us. If the product is confirmed to breach a consumer guarantee, Daily Nest NZ will reimburse reasonable return costs or arrange collection where returning the product would be particularly difficult or expensive.

Original packaging is helpful but is not required for a valid CGA claim. Where reasonably practicable, please retain the packaging until any delivery damage or product issue is resolved because it may protect the item in transit and assist a carrier claim.

If our assessment confirms that the product does not meet an applicable consumer guarantee, no inspection, restocking or percentage-based fee will apply. If, after a reasonable assessment, no failure covered by the CGA is found, we may ask you to pay a reasonable inspection fee and the actual cost of returning the product to you. We will disclose those costs before they are incurred wherever reasonably practicable.

Some faults can be intermittent. We will consider the information and evidence reasonably available and will not treat a fault as absent solely because it could not be reproduced on one occasion.

5. Change of mind and ordering mistakes

We accept change-of-mind return requests for eligible products within 16 calendar days after delivery. This gives you time to check your purchase while helping us keep returned products in a condition suitable for another customer.

Before ordering, please check the product measurements, intended use, compatibility, assembly requirements and access through doors, stairs or lifts. If you require a product for a particular purpose, please tell us before purchase. Any recommendation we make will be based on the information you provide. Nothing in this paragraph limits any rights arising under the CGA, whether the relevant advice or representation was provided orally or in writing.

Please contact us and obtain return approval before sending a product back. Unless we agree otherwise in writing, a standard change-of-mind return must:

• be requested within 16 calendar days after delivery;
• be unused, unassembled, uninstalled, unwashed, unmodified and in resalable condition;
• include the original packaging, manuals, tags, accessories, components, parts and any promotional items supplied with the order, with seals intact where applicable; and
• be handed to a tracked carrier within 3 business days after approval.

If you need more time to hand the item to a carrier, contact us before the 3-business-day period ends. We will confirm whether an extension is available.

Standard return costs

For an approved standard change-of-mind return:

• the customer is responsible for arranging and paying for tracked return shipping and for the item until it is received; insurance is recommended for higher-value items;
• original delivery charges and optional service charges are not refundable;
• a single NZ$3 inspection and restocking fee applies to each approved return request, not to each product; and
• the refund is based on the amount actually paid for the returned product after discounts.

Final acceptance follows receipt and inspection. Our approval email and return instructions will explain the expected outcome and any cost that applies.

A product that has been used, installed, washed, modified or damaged, is missing an essential part, has a broken hygiene or safety seal, or is no longer reasonably resalable may be declined for change-of-mind return.

We do not normally accept change-of-mind requests made more than 16 calendar days after delivery. This time limit does not apply to a claim concerning a product that may not meet a guarantee under the CGA.

Products not eligible for change-of-mind return

Unless we have expressly agreed otherwise, change-of-mind returns are not available for:

• products clearly marked Clearance or Final Sale before purchase;
• made-to-order, customised, personalised or cut-to-size products;
• gift cards, perishable goods and consumable products;
• opened hygiene, health or personal-care products; or
• another product clearly identified as non-returnable before purchase.

These change-of-mind conditions, fees and exclusions do not limit any right or remedy you may have under the CGA or another law that cannot be excluded.

6. Order changes and cancellations before dispatch

Please contact us immediately if you want to change or cancel an order. An order has not been changed or cancelled until Daily Nest NZ confirms this in writing.

We will try to accommodate a request if the order has not been allocated, packed or passed to a carrier, but we cannot guarantee that processing can be stopped. If we confirm cancellation before dispatch, we will refund the cancelled product and any undelivered shipping charge. Where reasonably practicable, the refund will be returned to the original payment method; otherwise, we will agree another lawful and secure method with you. Once dispatch can no longer be stopped, any return is subject to section 5 unless a statutory right applies.

7. Incorrect products and delivery damage

If we send the wrong product, omit an ordered component or the product is damaged in delivery, please contact us as soon as reasonably possible. Do not use or assemble an incorrect product. Where Daily Nest NZ is responsible, we will arrange an appropriate remedy and cover reasonable return or collection costs.

Visible courier damage should be photographed before opening where practicable. Prompt reporting helps us pursue the carrier, but a delayed report does not automatically remove any rights you may have under the CGA.

8. Discounts, bundles, gifts and gift cards

Refunds are based on the amount actually paid for the affected product after discounts. Where a discount applied across multiple products, we may reasonably apportion the discount between those products.

If a discretionary return changes the order's eligibility for a bundle, minimum-spend or multi-buy promotion, we may recalculate the promotion against the products kept and refund the resulting balance. We may require the complete bundle or any associated free gift to be returned. If a promotional item is not returned and no statutory remedy requires otherwise, we may deduct the value disclosed at the time of the promotion, not exceeding the promotional item's standalone selling price at that time.

Amounts paid using a gift card will normally be returned to the same gift card. This does not limit any right to a monetary refund where required by law.

9. Delivery information and service selection

Please provide complete and accurate delivery information and select the option that matches your address. If you notice an error after placing the order, contact us promptly so we can check whether the details can still be updated.

If the order cannot proceed using the information supplied, we may place the unaccepted order on hold while we contact you. If we cannot resolve the delivery details within a reasonable time, we may cancel the affected unshipped item and refund the amount paid for it. We do not guarantee continued stock availability while an order is on hold.

10. Refund timing

For a change-of-mind return, final approval normally occurs after the returned product has been received and assessed. Once a refund required by law is confirmed, or a change-of-mind refund is finally approved, Daily Nest NZ will normally submit it within 3 business days. We will usually return it to the original payment method. If that is not possible, we will agree another lawful and secure method with you. Banks and payment providers may take additional time to process the credit. Shipping and other charges will be refunded where required by law or where we agree in writing.

11. Contact, proof of purchase and privacy

To request an assessment or discuss a return, email dailynestnz@gmail.com. Please include your order number. If it is unavailable, we may accept another reasonable record that identifies the purchase, such as an order confirmation, invoice or payment record.

Any personal information provided as part of a return or product claim, including contact details, photographs, videos and shipping-label information, will be handled in accordance with our Privacy Policy.

For independent information about consumer rights, visit the New Zealand Government's Consumer Guarantees Act guidance. This link is provided for general information and does not form part of our policy.

Daily Nest NZ is operated by JYM TRADE LTD.