Refund policy

At Nisaa House, we understand that circumstances can change, and sometimes decisions need to be reassessed. To ensure clarity and fairness for all our customers, we have established the following Change of Mind Policy.

1. Cancellation or Change Requests

  • Nisaa House does not do “change of mind” returns. If you wish to return something because you have simply changed your mind, we offer exchanges & store credit only.  
  • If you wish to cancel or change your order with Nisaa House due to a change of mind, you must notify us in writing (via email or letter) within 24 hours of your order being placed.
  • Returned items must be in their original packaging, with tags attached, and free from any signs of wear or use.
  • You must return the order to the address provided to you in our refund instructions. 
  • We will notify you in writing when your change/cancellation requests has been completed.
  • Return Shipping: You must return the item to the shipping address provided. If you return it elsewhere, you are responsible for ensuring the item reaches us. 

2. Refunds

  • Refund may be applicable after our product has been returned back to us in satisfactory condition without any indication that it has been worn. 
  • If a refund is applicable, it will be credited back to the original payment method, and the process may take up to 10 business days, depending on the financial institution.

3. How to Request a Change or Cancellation

  • To submit a cancellation or change request, please contact our customer support team via our email: contact@nisaahouse.co.nz.
  • Be sure to include your reference number and the specific change or cancellation request in your message.

Nisaa House Faulty/Damaged Product Policy

1. Reporting Faulty or Damaged Goods

  • At Nisaa House, each piece is carefully inspected before dispatch to ensure it meets our quality standards. While we take great care in our checks, if you believe you have received a faulty or damaged item, please contact us within 48 hours of receiving your order.
  • If you receive goods from Nisaa House that are damaged or faulty we ask that you report the issue within 48 hours of receiving the goods. After this period, we may not be able to offer a full refund or replacement. If you feel an item is deemed fault/damaged, please email our customer support team contact@nisaahouse.co.nz.

2. Conditions for Returns or Exchanges

  • To ensure that your request is processed smoothly, the following conditions must be met:
    • Photographic Evidence: Please provide clear photos of the damaged or faulty goods, including any visible defects or issues.
    • Condition of Goods: The goods must be unused, with all original packaging, labels, and accessories (if applicable). 

3. Return Process

  • Return Shipping: You must return the item to the shipping address provided. If you return it elsewhere, you are responsible for ensuring the item reaches us. 
  • Replacement or Refund: Once we receive the returned goods and have deemed they are faulty/damaged, we will offer one of the following options:
    • A replacement item (subject to availability).
    • A full refund to your original payment method, excluding any shipping fees you paid at the time of purchase.
    • If a replacement is unavailable, we will automatically issue a refund.

4. Exceptions

  • Normal Wear and Tear: This policy does not cover damage resulting from customer wear and tear, misuse, or accidental damage.
  • Items Clearly Not Faulty: Items that are returned for reasons other than being faulty or damaged may not be accepted for a refund or replacement.

We aim to resolve all issues promptly and ensure your complete satisfaction with our products.

Nisaa House reserves the right to update or modify this policy at any time. Any changes may not be communicated and therefore it is the client's responsibility to check our website to ensure they are up to date with all policies. 

We appreciate your understanding and cooperation. If you have any questions or need further clarification, please don’t hesitate to contact us.

Thank you for choosing Nisaa House.