Refund policy
RETURNS
If you are not satisfied with the goods you have purchased, or receive faulty or incorrect goods, please contact the NES team at hello@nesboutique.co.nz or +64 7 839 2324 within 3 days upon receipt for a return authority (RA) number. If you are returning based on incorrect size and require an exchange. We recommend you let us know your required size when contacting us, this way we can reserve that garment for you.
In-store Returns & Exchanges
Please choose with care as we are unable to offer refunds. However, we are more than happy to exchange or issue a credit note for goods returned in their original condition within 7 days of purchase, and with the original receipt. Please note, we do not offer exchanges or credit notes on sale items or accessories.
Instore & Online Manufacturing Faults
If you encounter a manufacturing fault, we will gladly issue a refund in accordance with the Fair-Trading Act. We reserve the right to repair or replace the item where applicable, and goods may require assessment.
Instore & Online Credit Notes
Credit notes are valid for 3 months from the date of issue, and unfortunately, we are unable to take responsibility for any lost credit notes.
Exchanges: can only be offered on items that are the same price. If you would like a different priced garment, we suggest you place a new order and send your other one back for a refund. Exchanges must meet the criteria on our online return/exchange form.
Note: Unfortunately sale / reduced items are final and not eligible for a return or refund of any kind. Nor do we accept returns for jewellery, perfume or beauty & body products.
Merchandise needs to be in saleable condition with all labels and swing tags attached accompanied by the original order receipt and RA number, may be exchanged for another size and will be shipped at our cost. If we do not have the required size in stock, you will be granted a refund. Postage charges on returns are non-refundable. International customers must pay for all postage of returns.
Change of mind: If you change your mind, the garment you exchange it for will incur postage costs. If you are outside of New Zealand you will need to pay for duties and taxes on the replacement item (other than faulty items).
NES has the right to refuse returns if the product is not in its original condition, is returned outside the 7-day period or does not meet online return/exchange form criteria.
After 14 days sales are final. All sale items, phone orders and pre orders are final upon purchase. No price adjustments.
HOW TO RETURN
You can return all items by registered post or to the NES store within 14 days of receipt of order. Refunds can only be given to items returned by post. Credit notes will be issued to in-store returns and can only be used in-store. Credit notes are valid for 3 months from date of issue.
Please return the following:
- product you wish to return.
- original order receipt
- completed returns form, please make sure you complete all details in full
Address the parcel to:
NES
291 BARTON STREET
HAMILTON 3204
+64 7 839 2324
If you return items without meeting our return policy criteria, delays are possible, and you will be responsible for the return shipping to get your goods returned.
INCORRECT SIZE
Items exchanged for a different size will be processed and shipped at our cost. If we do not have the requested size in stock, you will be granted a refund (for the returned goods)
REFUNDS
Refunds will only be authorised if you make contact within 3 days of receiving your goods, you will be given an RA number at this time. Returns are credited in the same way they were originally paid. Unfortunately, your original postage and/or import duty, customs fees and local sales taxes (levies) charged are not refundable. Refunds apply to postal returns only. All returns must be accompanied as detailed above. Credit notes will be issued to in-store returns and can only be used in-store. Credit notes are valid for 3 months from date of issue.
FAULTY GOODS
All products carry a guarantee on faulty workmanship and materials for the expected life of that product. Care labels in the garments must be strictly adhered to. Items that are damaged as a result of wear and tear are not considered to be faulty, it is at the discretion of to determine fault. If you would like to return a faulty item, follow the standard returns procedure. Upon accepting the fault of the product, we first have the option to repair the faulty item or replace it for the same product in the same size at our discretion. If we cannot repair or fulfil with a replacement you will receive a credit or a refund including your original postage charges. Unfortunately, any import duty or customs fees and local sales taxes (levies) charged are not refundable.
IMPORTANT INFORMATION
Due to hygiene reasons, we are unable to accept the return for jewellery, perfume or beauty & body products.
NES takes no responsibility for items lost in transit, please ensure you affix the appropriate return postage to your package.
If the information above is not followed this may result in delays processing your return. If followed correctly, items will be processed within 7 working days.
If you have any concerns or questions regarding any of these instructions, please do not hesitate to call on +64 7 839 2324 or email us at hello@nesboutique.co.nz. We have the right to deny a return if the goods returned do not meet our return policy requirements.