Refund policy
At NED Collections we want to ensure that you love your purchase and we understand that purchasing online can sometimes be difficult. By placing an order you are agreeing to the following Returns Policy.
We do not offer refunds. A store credit or exchange is available on full priced items that meet our returns criteria below.
Returns Criteria
- Items must be returned with a valid receipt or proof of purchase
- Items must be returned within 14 days of your purchase.
- Items purchased in our physical stores can be returned directly our warehouse in Christchurch.
- Items purchased online can be returned with the accompanying returns form via courier/post to our warehouse address: 7 Paradyne Place, Wigram, Christchurch.
- Items must be returned unused and in their original condition and packaging with no signs of damage.
- For change of mind on purchases, we offer a store credit or exchange only.
Returns and Exchanges over peak periods can take up to 5 working days to process. Once an order has been placed online, you cannot cancel the order, as goods are often shipped the same day.
Returns form
Click here for our returns form
Returns process for online orders
The returns process below only applies to products ordered online at www.nedcollections.co.nz
To return your order:
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Print out the returns form here.
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Fill out the form and include it with your product return.
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Post your return to the address below:
NED Collections Online Return
7 Paradyne Place
Wigram
Christchurch 8042
New Zealand
You will be responsible for the item until it reaches us, as NED Collections does not accept responsibility for items lost in transit while being returned. We recommend you use a courier that provides tracking and delivery to the door.
Our customer service team will advise you via email once we have received your goods. We will process your exchange or refund within 5 business days on receipt of your parcel.
Returning online orders to NED Warehouse
Please bring along your returns form when returning your order in-store. Furniture returns must be processed through our customer service team. Please contact us at hello@nedcollections.co.nz or +64 20 4084 0653 to arrange a courier. The cost of return shipping will be your responsibility unless the item was incorrect or faulty.
Our warehouse can process exchanges in-store if they have the product in stock. If there is a price difference, you will be able to pay for the difference in-store. If the item you are exchanging is lower in price than your original order, our store will be able to load the price difference onto a gift card for you. Please give the office a call to make sure they have the product you need before visiting.
Change-of-mind return policy
At NED Collections, we want to ensure that you love your purchase. If something in your parcel is not quite right, please send it back and we will exchange, credit, or refund your order according to your preference. You can return or exchange any item purchased through our online store within 14 business days of receipt of your order.
Items must be returned unused and unaltered with all original packaging intact. Original shipping costs will not be refunded unless the item was incorrect or faulty. The cost of return shipping will be your responsibility unless the item was incorrect or faulty. Please keep in mind that our return address is New Zealand-based.
Faulty or incorrect goods return policy
If you have received your parcel and realised a product is damaged or not what you ordered, please notify us immediately upon discovering the fault or error at hello@nedcollections.co.nz. Our customer service team will get back to you with a resolution within 3 business days.
Once we receive the item, we will repair, replace, or refund the item. If the item is faulty or incorrect, we will cover the cost of return shipping (if shipped) and cover all shipping costs incurred in replacing the item. If the item is physically collected from the warehouse, then the item must be returned to the warehouse for refund, exchange or replacement.
Sale product return policy
Please choose sale items carefully, as we can’t return or exchange them due to a change of mind.
If you’ve received a sale item that’s faulty or not what you ordered, please read the ‘Faulty or incorrect goods returns’ section above.
Refunds and credit notes
Your refund will be processed back into the same account you used to make the purchase. Alternatively, if you have requested a credit note, a voucher will be issued to the email address you placed the order with. We are not responsible for any fees that might be charged by your bank.
Pre-orders & Customer Orders
Items purchased as a pre-order or custom order cannot be cancelled before delivery. When your order is placed, our team will provide an approximate delivery date and will do our best to ensure this timeframe is met, however this date is subject to change based on supplier availability and delivery turnaround. Any changes in delivery time frame do not qualify the item to be refunded.
Return Shipping
To return your product by courier, please use our head office address: 51 Durham Street, Sydenham, 8023. Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. When we have received your return, your exchange or store credit will be processed within 5 working days. You will be notified via email once this has been processed. If you have any questions, please email hello@nedcollections.co.nz or call +64 20 4084 0653.
NED Collections Warranty
No Eye Deer Collections Limited (“The Company”) warrants that its Products are free from manufacturing defects in materials and workmanship for the periods specified below from the date of purchase (the “Warranty Period”) by the original customer (“the Customer”):
| Type of Warranty | Residential | Commercial |
|---|---|---|
| Structural warranty for sofas and lounge chairs | 2 years | 1 years |
| Upholstery warranty for sofas and lounge chairs | 1 year | 1 year |
| Structural warranty for other furniture | 2 years | 2 years |
| Structural warranty for lighting | 2 years | 2 years |
| Structural warranty for accessories | 1 year | 1 year |
| Textiles warranty | 1 year | 1 year |
| Structural warranty for outdoor furniture | 3 years | 2 years |
Warranty terms and conditions
The Warranty is available only for flaws and defects in materials and the workmanship in respect of the Product, subject to the following exceptions:
This Warranty does not apply to defects, damage, failure or loss resulting from:
- improper use or incorrect handling or modification of the Products (e.g. treatment of fabrics with chemical agents);
- non-compliance with our care instruction and instructions for use;
- prolonged exposure to unsuitable environmental conditions (climate, humidity, chemicals, direct sunlight);
- normal wear and tear;
- natural variations in wood grain, leather, stone, natural materials; surface pilling of fabric and textiles
- natural variation in powder costing
- damage from sharp objects or imprinting caused by writing products
- modification or improper maintenance or repair
- Force majeure, including but not limited to floods, earthquakes, fires and lightning
Damage During Transit
The Company is not responsible for damage to Products which occurs in transit. Damages in transit shall be notified to the responsible carrier in writing immediately after receipt of the Products and the Company should also be informed. It is important that the Customer does not sign for the receipt of the Product until it has checked the product has been delivered without damage.
Remedy for products covered by Warranty
The Company’s liability under this Warranty is limited as follows:
- If any Products prove to be defective, the Company will, in its own discretion, either rectify the defect or deliver a comparable replacement Product (or replacement Product part). Delivery of a replacement Product does not result in a renewal or extension of the Warranty Period.
- If repair or replacement is commercially impracticable, the Company may grant the Customer a refund or price reduction for the defective Products.
- Only the Customer who originally purchased a new Product from the Company may make claims under this Warranty and this Warranty does not extend to any subsequent owner of a Product.
Consumer Guarantees Act
If the Customer is a “consumer” with the meaning under the Consumer Guarantees Act 1993, and any of the terms of this Warranty are in conflict with mandatory provisions under that Act, such provisions of the Act shall apply in precedence over such terms of this Warranty.