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Product & Transit Claims Policy

Product & Transit Claims Policy

Last updated: 5 August 2026

Purpose of This Policy

This policy explains how nails.co.nz assesses and resolves claims involving:

  • parcels damaged during delivery;

  • leaking products;

  • missing or incorrect items;

  • products believed to be faulty;

  • lost parcels; and

  • other issues affecting an order after dispatch.

All claims are assessed fairly and individually using the information and evidence available.

Nothing in this policy limits any rights or remedies available under the Consumer Guarantees Act 1993 or other applicable New Zealand law.

Please Inspect Your Parcel Before Opening

Before opening your parcel, please check the outer packaging for:

  • visible damage;

  • wet or stained areas;

  • leakage;

  • an unusual odour;

  • broken or disturbed packaging tape;

  • crushing, punctures or tears; or

  • any other indication of tampering or mishandling.

If any of these signs are present, please:

  1. take clear photographs of the parcel before opening it;

  2. photograph the courier label and all visible damage;

  3. carefully open the parcel and photograph the contents as they are first revealed; and

  4. contact us before cleaning, moving or disposing of any affected products or packaging.

Please retain the parcel, all internal and external packaging, the affected products and all other contents until our investigation has been completed.

Reporting a Claim

Please contact us as soon as reasonably possible after discovering an issue.

When contacting us, please provide:

  • your full name;

  • your order number;

  • the date the parcel was delivered;

  • a clear description of the issue;

  • the products affected; and

  • the photographs or video requested under this policy.

Prompt notification allows us to review packing records and raise any necessary courier investigation while relevant information remains available.

A delay in reporting an issue may affect our ability to investigate it, but it does not remove any rights you may have under applicable consumer law.

Evidence Required

Depending on the nature of the claim, we may request photographs or video showing:

  • the unopened outer parcel;

  • the courier label;

  • all sides of the parcel;

  • any damage, staining, leakage or tampering;

  • the parcel immediately after opening;

  • the internal packaging;

  • all products received;

  • the affected product;

  • the product label and batch number;

  • the cap, lid, seal, neck or closure;

  • the remaining product level; and

  • any damage to other items in the order.

Please do not clean, discard, alter or continue using an affected product until we have advised whether it needs to be inspected or returned.

Photographs and video assist with an initial assessment but may not always be sufficient to establish the cause of an issue.

Our Quality-Assurance Records

As part of our packing and dispatch process, orders may be:

  • checked against the invoice or packing slip;

  • weighed during packing;

  • weighed again after the parcel has been sealed;

  • recorded under video surveillance while being packed;

  • associated with a dated and checked packing record; and

  • matched against courier label and dispatch information.

We may review these records when investigating claims involving missing, incorrect, damaged or leaking products.

The existence of packing records does not prevent a genuine claim from being considered. They form part of the information used to determine what is likely to have occurred.

Damaged Parcels

If a parcel arrives visibly damaged, please photograph it before opening.

Where possible, please also note the damage when accepting the parcel from the courier.

You must retain:

  • the outer parcel;

  • all internal packaging;

  • the courier label;

  • all products received; and

  • any damaged items.

We may require this material to assess the damage, arrange a courier investigation or substantiate a transit claim.

Please contact nails.co.nz directly. We will communicate with the courier where a courier investigation is required.

Leaking Products

If a product appears to have leaked during delivery, please:

  1. photograph the parcel before opening, where signs of leakage are externally visible;

  2. photograph the contents as they are first revealed;

  3. photograph the affected bottle or container from all sides;

  4. photograph the cap, seal, neck and closure;

  5. photograph any product collected inside the protective packaging;

  6. retain the affected product and all packaging; and

  7. stop using or cleaning the product until we have provided instructions.

Do not dispose of the product, bottle, cap, seal, parcel or packaging.

The affected product may need to be returned so that we can inspect:

  • the seal;

  • the cap or closure;

  • the bottle or container;

  • the remaining quantity;

  • the batch information; and

  • the internal and external packaging.

A replacement or refund will not normally be issued solely from a description of an alleged leak where the product or supporting evidence is available for inspection.

Missing Items

If you believe an item is missing from your order, please:

  • retain the parcel and all packaging;

  • place all products received together;

  • take a clear photograph showing the complete contents;

  • provide a photograph of the courier label; and

  • contact us with your order number and the name of the allegedly missing item.

We will review the order details and any available:

  • checked invoice or packing slip;

  • packing footage;

  • recorded parcel weights;

  • shipping label information; and

  • stock or dispatch records.

Please carefully check inside all wrapping, protective packaging, cartons and product boxes before reporting an item as missing.

Where our investigation establishes that an item was omitted, we will provide an appropriate remedy.

Incorrect Items

If you receive an incorrect product, please:

  • do not open, use or alter it;

  • photograph the product received;

  • photograph its label or product code; and

  • contact us with your order number and the product you expected to receive.

We may arrange for the incorrect product to be returned before sending the correct item.

Where the error is ours, reasonable return costs will be covered or reimbursed by nails.co.nz.

Products Believed to Be Faulty

If you believe a product is faulty, please stop using it and contact us before returning or disposing of it.

We may request:

  • photographs or video of the issue;

  • the product name and batch number;

  • a description of how the product was stored and used;

  • details of any equipment or other products used with it;

  • troubleshooting information; and

  • return of the product for inspection or testing.

Some issues cannot be reliably assessed from photographs or descriptions alone.

Where inspection or testing is reasonably required, the product must be made available to us before we determine whether a repair, replacement, refund or other remedy applies.

Returning Products for Assessment

We may provide a prepaid courier label or arrange collection where practical.

If a customer cannot print a supplied return label, they may:

  • arrange access to printing;

  • return the product using a courier of their choice; or

  • make another reasonable return arrangement with us.

Where the customer arranges the return, the parcel should be sent using a tracked service and packaged appropriately to prevent further damage.

If our assessment confirms that the product was faulty, damaged in transit or supplied incorrectly, we will reimburse the customer's reasonable return freight costs.

We may request proof of the freight cost before reimbursement.

Return costs may not be reimbursed where our assessment reasonably establishes that:

  • no fault or damage is present;

  • the issue resulted from misuse;

  • the product was used contrary to its instructions;

  • the product was altered, contaminated or improperly stored;

  • the damage occurred after delivery;

  • normal wear and tear applies; or

  • the claim otherwise does not relate to a failure for which nails.co.nz is responsible.

Dangerous Goods Returns

Some products cannot lawfully or safely be returned through standard postal or courier services because they are classified as Dangerous Goods.

Customers must not return Dangerous Goods without first receiving instructions from us.

Where a return is required, we will provide or arrange the appropriate return method where reasonably available.

Products must be:

  • securely closed;

  • packed upright where instructed;

  • protected against leakage;

  • placed in suitable secondary packaging; and

  • prepared in accordance with our return instructions.

We are not responsible for costs or consequences arising from products being returned contrary to our instructions or transport requirements.

Retaining Products and Packaging

Customers must retain affected products and packaging while a claim is being investigated where it is reasonable to do so.

This may include:

  • the product;

  • its cap, lid, pump or applicator;

  • seals or shrink bands;

  • protective bags;

  • bubble wrap or other internal packaging;

  • the outer carton or satchel;

  • the courier label; and

  • damaged products from the same parcel.

Disposing of, cleaning, altering or continuing to use an affected product may prevent us from determining what occurred or making a successful courier or supplier claim.

Where relevant evidence has been discarded or materially altered, we will assess the claim using the information that remains available.

Courier Investigations

Where damage, loss or tampering may have occurred while a parcel was in transit, we may lodge an investigation with the courier.

Customers may be required to:

  • provide photographs;

  • answer questions about delivery;

  • retain the parcel and packaging;

  • make the parcel available for courier inspection; or

  • provide a written statement.

We will manage the claim with the courier where we arranged the delivery.

A courier's decision does not necessarily determine the customer's legal rights. We will consider the circumstances of the order and our obligations under applicable New Zealand law.

Lost Parcels

If tracking indicates that a parcel may be lost, please contact us so that we can lodge an investigation with the courier.

We may need to allow the courier a reasonable opportunity to:

  • locate the parcel;

  • confirm its delivery status;

  • obtain information from the driver or delivery depot; and

  • complete its investigation.

Where a parcel is confirmed lost, we will provide an appropriate remedy in accordance with applicable law and the circumstances of the order.

Assessment and Outcome

Once we have received the required information and, where necessary, inspected the product, we will advise the outcome of our assessment.

Depending on the circumstances and applicable law, the outcome may include:

  • further troubleshooting;

  • repair;

  • replacement;

  • supply of a missing or correct item;

  • refund;

  • reimbursement of reasonable return freight;

  • referral to a manufacturer or technical assessor;

  • a courier claim; or

  • rejection of the claim with an explanation of our findings.

The appropriate remedy will depend on the nature and seriousness of the issue and the rights available under the Consumer Guarantees Act 1993 or any other applicable agreement.

Claims That Cannot Be Verified

We will not reject a claim merely because it cannot be established from one photograph or one record.

We will consider all reasonably available information, including:

  • customer-supplied evidence;

  • the condition of returned products and packaging;

  • order and payment records;

  • packing records;

  • parcel weights;

  • video footage;

  • courier tracking and scans;

  • batch or stock information; and

  • any relevant technical assessment.

Where the available evidence does not establish that the product was missing, faulty, damaged in transit or incorrectly supplied, we may decline the requested remedy and explain the basis for that decision.

False or Misleading Information

Customers must provide complete and accurate information when making a claim.

Deliberately providing false or misleading information, altering evidence, concealing material facts or making a claim for goods known to have been received may result in the claim being declined.

Where appropriate, we may preserve relevant records and refer suspected unlawful conduct to the payment provider, courier, insurer or relevant authorities.

This section does not affect a customer's right to make a genuine claim or dispute our assessment.

Business Customers

Where products are acquired for business purposes and the parties have validly agreed in writing to contract out of the Consumer Guarantees Act 1993, the claim will be assessed under:

  • the applicable written agreement;

  • our Terms of Service;

  • our Refund Policy; and

  • other applicable New Zealand law.

Nothing in this section contracts out of the Consumer Guarantees Act where doing so would not be legally permitted.

Relationship With Our Other Policies

This policy should be read together with our:

  • Shipping & Delivery Policy;

  • Refund Policy; and

  • Terms of Service.

Where there is an inconsistency, applicable New Zealand law will prevail.

Contact Us

To report a damaged, leaking, missing, incorrect or faulty product, please contact:

Two Curly Girls Limited
Trading as nails.co.nz

📧 [email protected]

📞 022 695 7049

Please include your name and order number in all correspondence.