Last Updated: March 2026
Introduction
At Nervilla, we take pride in the quality of every product we sell. If you are not completely satisfied with your purchase, this policy explains your options, our obligations, and the process for refunds and returns.
Nervilla is a brand operated by a company registered in the United Kingdom and sells products to customers in New Zealand and internationally. Nothing in this policy limits or excludes any rights you may have under applicable New Zealand consumer law, including the Consumer Guarantees Act 1993, the Fair Trading Act 1986, and the Contract and Commercial Law Act 2017.
For all return and refund enquiries, please contact us at contact@nervillastore.com.
1. Our Customer Protection at a Glance
- 90-Day Money-Back Guarantee — within 90 days of delivery — full refund to original payment method
- Statutory Consumer Rights — as required by New Zealand law — refund, replacement, or repair for faulty or non-conforming goods
2. Your Statutory Rights Under New Zealand Law
Under the Consumer Guarantees Act 1993, all products sold by Nervilla must be of acceptable quality, fit for purpose, match their description, and be free from defects. These guarantees apply automatically and cannot be excluded or limited.
Under the Fair Trading Act 1986, we are prohibited from making false or misleading representations about our products. All claims made about Nervilla products are made in good faith and are substantiated.
If a product fails to meet a consumer guarantee, you are entitled to a remedy from us. The remedy will depend on whether the failure is substantial or minor:
- Substantial failure: You may reject the goods and receive a full refund, or choose to keep the goods and receive compensation for the reduction in value.
- Minor failure: We will repair or replace the goods, or refund you if repair or replacement is not possible within a reasonable time.
These rights apply in addition to and independently of our 90-Day Money-Back Guarantee.
3. 90-Day Money-Back Guarantee
In addition to your statutory rights, Nervilla offers a 90-Day Money-Back Guarantee. If you are not fully satisfied with your purchase for any reason, you may request a full refund within 90 days of the date of delivery, provided the eligibility conditions in Section 4 are met.
Remedy: a full refund will be issued to your original payment method once the returned item has been received and inspected at our warehouse.
Return Shipping: the cost of return shipping under this guarantee is the sole responsibility of the customer for change-of-mind returns. We strongly recommend using a trackable shipping service, as Nervilla is not responsible for items lost or damaged in transit during the return journey.
Restocking: no restocking or processing fees apply to returns made under this guarantee, provided the item is returned in its original, unused condition.
This guarantee is an additional benefit provided by Nervilla and does not replace or limit any rights you hold under applicable New Zealand consumer law.
4. Eligibility for Returns
To be eligible for a return under our 90-Day Money-Back Guarantee, the following conditions must be satisfied:
- The return request is submitted within 90 days of the confirmed delivery date
- The item is unused and in its original condition
- All original packaging and accessories are included
- A valid proof of purchase (order confirmation or receipt) is provided
- You have contacted us at contact@nervillastore.com and received written return authorisation before sending anything back
Returns that do not satisfy these conditions will not be accepted and may be returned to the sender at their expense.
Your statutory rights under the Consumer Guarantees Act 1993 apply independently of these eligibility conditions and are not affected by them.
5. Faulty, Defective, or Incorrectly Supplied Products
If you receive a product that is faulty, defective, unsafe, or not as described, your rights under the Consumer Guarantees Act 1993 apply independently of and in addition to our 90-Day Money-Back Guarantee.
You are entitled to the following remedies where goods do not meet the consumer guarantees:
- Repair or replacement of the goods at no cost to you
- A full or partial refund where repair or replacement is not possible, is not completed within a reasonable time, or where the failure is substantial
Please contact us within 5 days of delivery if you receive a damaged, defective, or incorrect item. Include clear photographs, your order number, and a description of the issue.
Return shipping for faulty, defective, or incorrectly supplied items is covered by Nervilla. Do not return any item without first contacting us at contact@nervillastore.com and receiving written authorisation and a confirmed return address.
6. Return Process
To initiate any return, follow the steps below:
- Contact us at contact@nervillastore.com with your full name, order number, reason for return, and supporting photographs where relevant.
- Await written authorisation — our team will review your request and respond within 2–3 business days. Do not send your return until you have received written approval and a confirmed return address.
- Pack your item securely in its original packaging where possible and include your order number and contact details inside the parcel.
- Ship to the address provided upon authorisation — returns sent to any other address will be refused.
- Provide your tracking number — once dispatched, email your tracking details to contact@nervillastore.com so we can monitor your return.
7. Return Shipping Costs — Summary
| Reason for Return | Who Pays Return Shipping |
|---|---|
| Change of mind / dissatisfaction (90-Day Guarantee) | Customer |
| Faulty or defective product | Nervilla |
| Product not as described | Nervilla |
| Incorrect item received | Nervilla |
8. Refund Processing
Once your returned item has been received and inspected at our warehouse, we will notify you of the outcome within 3–5 business days.
If your refund is approved, the refund will be issued to your original payment method within 5–10 business days of approval. A confirmation email will be sent once the refund has been processed.
Timeframes for funds appearing in your account may vary depending on your bank or payment provider. Nervilla is not responsible for delays caused by third-party financial institutions once a refund has been issued.
Partial refunds may be issued where an item is returned in a condition that is not original or shows signs of use. Original outbound shipping costs are non-refundable under our 90-Day Guarantee unless the return is the result of our error or a product fault.
9. Order Cancellations
Orders may be cancelled at any time before dispatch. Once an order has been processed and handed to the carrier, please await delivery and initiate a return in accordance with this policy.
To request a cancellation, contact us immediately at contact@nervillastore.com with your order number. We will confirm whether cancellation is still possible and arrange a full refund if applicable.
10. New Zealand Consumer Protection Notice
Nothing in this policy is intended to limit, exclude, or modify any rights or remedies you may have under applicable New Zealand law, including rights available under:
- The Consumer Guarantees Act 1993
- The Fair Trading Act 1986
- The Contract and Commercial Law Act 2017
If you believe your consumer rights have not been respected, you may contact:
- Consumer Protection New Zealand — www.consumerprotection.govt.nz
- Commerce Commission New Zealand — www.comcom.govt.nz
- Disputes Tribunal — www.disputestribunal.govt.nz
11. Contact Us
Email: contact@nervillastore.com Response Time: Within 1–2 business days Registered Office: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
Our support team is available to assist with any return or refund enquiry. We are committed to resolving all matters promptly, fairly, and in full compliance with your consumer rights.
This policy is subject to periodic review. The version published on our website at the time of your purchase applies to your order.