Returns Policy

Product Returns, Exchanges and Refunds

We hope you will be delighted with your purchases from the Heritage New Zealand Online Store. We understand that sometimes things go wrong despite the best efforts of our staff and delivery agents to give good service.

Damaged or defective merchandise

If your purchase arrives damaged or defective please email shop@heritage.org.nz within ten days of delivery. We will happily replace the items to the value of your order at no cost to you. Should we require the goods returned for assessment, we will arrange for a courier pickup at your convenience.

If we cannot provide a replacement, we offer a store credit or at our discretion. For any items where the fault is serious or cannot be fixed, you can choose to receive a refund of the purchase price under the Consumer Guarantees Act 1993, or you can choose another remedy available under the Act. Refunds will be made to the credit card originally charged for your purchase.

Original postage and handling charges are not refundable.

Incorrect Orders

If we have sent you the wrong product, please email shop@heritage.org.nz within ten days of delivery. We will happily replace the items to the value of your order at no cost to you, or we can offer a store credit or full refund. Refunds will be made to the credit card originally charged for your purchase.

Original postage and handling charges are not refundable.

Exchanges

If you would like to exchange a product, please email us at shop@heritage.org.nz within ten days of delivery including “Product Exchange” in the subject line with details of your purchase order, the product you wish to return and the reason(s) why you wish to return it. We will advise you about the process to follow – each is taken on a case-by-case basis depending on the product you wish to return and why. Goods must be in original and unused condition unless they are faulty as outlined in the Consumer Guarantees Act 1993.

Exchanges are made at our discretion and any difference in price will need to be met along with the relevant postage and handling charge. We do not normally, and are not obliged to exchange or refund purchases because you have changed your mind.

Order cancellation

Heritage New Zealand Pouhere Taonga reserves the right to cancel orders that we believe are fraudulent or constitute a misuse or an inappropriate promotional or marketing activity such as pyramid selling or network marketing.

You may cancel your order provided that your cancellation reaches us before the goods are dispatched. Once goods are dispatched, they cannot be recalled. You will need to email shop@heritage.org.nz with “Order cancellation” in the subject line within 24 hours of the original order.

Consumer Guarantee

All purchases from this site are covered by the New Zealand Consumer Guarantees Act 1993.

The Act guarantees that any goods purchased for personal use may be returned for repair, replacement or refund of purchase price if they are considered faulty or unsatisfactory under the Act, within a reasonable period of time as defined by Act.

The Act does not apply to business customers purchasing products for the purpose of a business.

Limitation of Liability

Heritage New Zealand Pouhere Taonga is not liable to the customer for any incidental, indirect, special or consequential damages arising out of or in connection with the purchase, use, or performance of products, even where we may have been advised of their possibility. The maximum liability will not exceed the cost of the original order.

Notwithstanding this limitation of liability, we will meet any legal obligation that arise under the Consumer Guarantees Act 1993 in respect of consequential damage caused by faulty goods.

We do our best to describe the products as accurately as possible and use good quality photographs for demonstration. Variances can occur between different screens and screen settings and we cannot be held responsible for such variations.