Refund policy
Refund Policy
At nails.co.nz (operated by Two Curly Girls Limited), we are committed to supplying high-quality professional nail products and education.
Our products are intended and marketed for professional use by qualified nail technicians and trained users. However, if you purchase products for personal, domestic or household use, you may have rights under the Consumer Guarantees Act 1993 (CGA) that cannot be excluded.
This Refund Policy outlines your rights and our obligations under New Zealand law.
Consumer Guarantees Act 1993
If you purchase products for personal, domestic or household use, the Consumer Guarantees Act 1993 (CGA) may apply.
Under the CGA, products supplied by nails.co.nz are guaranteed to:
Be of acceptable quality;
Be fit for their intended purpose;
Match their description.
If a product does not meet these guarantees:
For a minor failure, we may choose to repair, replace, or refund the product.
For a substantial failure, you may choose either a replacement or a refund.
Proof of purchase is required for all warranty or refund claims.
Business & Trade Purchases
Our products are intended for professional and commercial use.
Where goods or services are acquired for business purposes (as defined by the Consumer Guarantees Act 1993), the parties agree to contract out of the Consumer Guarantees Act 1993 to the fullest extent permitted by law.
The customer agrees that this contracting out is fair and reasonable.
Nothing in these Terms limits or excludes any rights or remedies that cannot legally be excluded under New Zealand law.
Change of Mind
We do not offer refunds or exchanges for change-of-mind purchases.
If you request cancellation before your order has been dispatched, a 25% handling fee will apply to cover non-recoverable payment processing fees, administrative costs and order preparation expenses.
At our discretion, we may instead offer 100% store credit.
Once an order has been dispatched, change-of-mind refunds are not available.
Rural Delivery Surcharges
Rural delivery surcharges apply where the courier carrier classifies the delivery address as rural. These charges are determined by the courier company and are not set by nails.co.nz.
If you choose to cancel an order because a rural delivery surcharge applies, the cancellation will be treated as a change-of-mind cancellation, and our standard cancellation policy (including any applicable handling fees) will apply.
Backordered Items
Some products are available for purchase on backorder. These products are clearly identified on the product page with an estimated restock and dispatch timeframe.
By placing an order for a backordered product, you acknowledge and accept that:
Dispatch timeframes are estimates only.
Delays may occur due to supplier, manufacturing or freight circumstances outside our control.
If you choose to cancel a backordered item before dispatch, the cancellation will be treated as a change-of-mind cancellation and processed in accordance with this Refund Policy.
Consumable Items
The following products are considered consumable items:
Nail files
Buffers
Nail bits
Sanding bands
Abrasives
Similar wear items
Normal wear through professional use is not considered a manufacturing fault.
Consumable items are not eligible for refund or replacement due to normal wear and tear.
Electrical Products
Electrical products are covered by a 12-month warranty against manufacturing defects unless otherwise stated.
The warranty does not cover:
Consumable parts
Misuse or abuse
Incorrect operation
Improper storage
Accidental damage
Normal wear and tear
If you believe an electrical product is faulty, please email [email protected] with:
Your order number;
A description of the fault; and
Photographs or video where possible.
If a manufacturing fault is confirmed, we will repair, replace or refund the product in accordance with the Consumer Guarantees Act.
Reasonable return freight costs will be reimbursed where applicable.
If testing confirms no fault is present, return freight remains the responsibility of the customer.
Dangerous Goods Returns
Dangerous Goods (DG) products must be returned using an approved Dangerous Goods courier service and comply with all applicable transport regulations.
Returns that do not comply with Dangerous Goods transport requirements may be refused.
Clearance, Sale & NSI-Branded Products
Clearance, discontinued, sale and remaining NSI-branded products are sold on an "as is" basis.
Minor cosmetic packaging imperfections may be present.
Unless required by New Zealand law, these products are not eligible for return, exchange or refund due to:
Change of mind;
Incorrect product selection;
Over-ordering;
No longer being required; or
Any other non-fault-related reason.
Refunds or replacements will only be provided where the product is faulty, damaged in transit or otherwise fails to comply with applicable New Zealand consumer law.
Allergic Reactions & Product Sensitivities
Professional nail products contain ingredients that may cause irritation or allergic reactions in some individuals.
Due to the nature of professional-use chemical products, nails.co.nz cannot offer refunds or exchanges where a customer experiences irritation, sensitivity or an allergic reaction unless required by New Zealand law.
Users are responsible for:
Following all product instructions;
Avoiding unnecessary skin contact;
Performing appropriate patch testing where recommended; and
Using products only as intended.
All products are supplied with appropriate safety information, hazard labelling and warnings where required.
Damaged, Incorrect or Faulty Goods
Please inspect your order upon delivery.
If you receive a product that is damaged, incorrect or believed to be faulty, you must notify us within 7 days of receiving your order.
Please include:
Your order number;
A description of the issue; and
Photographs or video where appropriate.
We will assess the claim promptly and provide an appropriate remedy where required by New Zealand law.
Returns
No goods may be returned without prior authorisation from nails.co.nz.
Where a return is approved:
Products must be returned in their original packaging where reasonably possible.
Dangerous Goods must be returned using an approved DG courier.
Customers are responsible for return freight unless otherwise required by law or agreed by nails.co.nz.
Your Consumer Rights
Nothing in this Refund Policy excludes, restricts or limits any rights or remedies available under the Consumer Guarantees Act 1993, the Fair Trading Act 1986 or any other applicable New Zealand legislation where those rights cannot legally be excluded.