Returns & Refunds Policy

Damaged, Faulty or Incorrect Items

Please inspect your order upon delivery and contact us immediately at hello@nuz.nz if your item is defective, damaged, or if you have received the wrong item. We will assess the issue and, where appropriate, provide a repair, replacement, refund, or other remedy in accordance with applicable consumer laws.

Change of Mind Returns

We do not accept change of mind returns for orders shipped to New Zealand or other countries outside the European Union.

This policy does not affect any rights you may have under applicable consumer protection laws.

European Union Customers – 14 Day Right of Withdrawal

If your order is delivered to a country within the European Union, you have the right to cancel or withdraw from your purchase within 14 days of receiving your order, without providing a reason.

To exercise this right, you must notify us by email at hello@nuz.nz within 14 days of receiving your order.

To be eligible for a refund:

• The item must be unused and in the same condition in which it was received.

• The item must be returned in its original packaging.

• The item must be free from damage, wear, sharpening, modification, or signs of use.

• Proof of purchase must be provided.

• The item must not be a personalised, custom-made, or otherwise exempt product under applicable consumer laws.

How to Request a Return

To request a return, contact us at hello@nuz.nz.

If your return is approved, we will provide instructions on where to send your item. Returns sent without prior authorisation may not be accepted.

All approved returns must be shipped to our designated New Zealand return address.

Return Shipping, Duties & Taxes

Unless required by law, customers are responsible for all costs associated with returning an item, including:

• Return shipping costs

• Insurance costs

• Customs duties and taxes

• GST, VAT, import taxes, and brokerage fees

• Any other costs associated with returning the item to New Zealand

Returns should be shipped with all duties and taxes prepaid where possible.

If Nuz incurs any GST, import taxes, customs duties, clearance fees, brokerage charges, handling fees, or other costs in connection with receiving a returned item, these amounts may be deducted from any refund payable to the customer.

The returned item remains the customer's responsibility until it is received by Nuz. We recommend using a tracked and insured shipping service.

Non-Returnable Items

We cannot accept returns for:

• Custom or personalised products

• Gift cards

• Sale or clearance items

• Products that have been used, sharpened, altered, damaged after delivery, or are not returned in their original packaging

Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved, your refund will be processed to the original payment method used for the purchase within 10 business days.

Any refund may be reduced by:

• Return shipping costs paid by Nuz on behalf of the customer

• Customs duties, GST, taxes, clearance fees, or other charges incurred by Nuz when receiving the return

• Any reduction in value resulting from handling or use of the product beyond what is necessary to inspect its nature and characteristics

Please note that your bank or payment provider may require additional time to process and post the refund.

If more than 15 business days have passed since your refund was approved, please contact us at hello@nuz.nz.