Terms and Conditions

We will endeavour to supply the orders placed on this site but cannot guarantee supply. We will contact you as soon as possible, using the contact details you have provided at the time of your order, if we are unable to provide one or more of the items you have ordered from us.

When fulfilling an order we will charge you the retail price shown on the site at the time of order plus any delivery and handling charges.

A confirmation of your purchase will be sent by email to you. We will meet our obligations as set out in the Fair Trading Act 1986 and the Consumer Guarantees Act 1993.

In the event of any dispute, New Zealand law will apply in reaching a resolution.
  • Supply of goods is on a firm sale basis. Please print and keep a copy of your purchase confirmation.
  • Any return of goods is subject to our Returns Policy.
  • Payment terms are by credit card and in New Zealand dollars only.
  • Dispatch of orders is subject to stock availability, you will be advised if a product is unavailable. We can either refund you in full or you can choose to exchange the item, whichever you prefer.
  • Discounts and special offers are not cumulative, and are not retrospective
  • Specials, sale items, one day deals and other promotions offered on the website may not be available in-store at any of the properties cared for by Heritage New Zealand Pouhere Taonga. Similarly, sales and specials offered on merchandise available at any of our properties may not be offered online.
  • We reserve the right to limit quantities of items purchased by each customer.
  • All prices include GST.



Ordering and Payment

You can place an order online and pay for it by following the online credit card transaction service through our secure server, Payment Express. We accept Visa and Mastercard only.

We will contact you to advise if any part of your order is unable to be supplied, and how long it will be before we may be able to complete your order. We are happy to part-fill your order on request.

Security: When you purchase online, it is natural to be concerned about security of personal and credit card details. All online credit card transactions on this site are secured with SSL encryption and are handled by DPS which is certified by the banks in New Zealand.

Credit Cards

We accept Visa and Mastercard. No credit card details are held on any of our systems or in any paper format.

All charges are made in New Zealand dollars. Your bank will undertake currency conversions at the prevailing exchange rate when charging your credit card.

Goods & Services Tax

All prices include GST. Your email notification confirming your order is your GST Invoice/Receipt.



Personal details

When you buy from our Shop, or otherwise enter into a business or professional relationship with Heritage New Zealand Pouhere Taonga we respect your privacy. We do not sell, trade or share this information with anyone outside Heritage New Zealand Pouhere Taonga without your permission. Please read our Privacy Policy for more information.

You will only receive Shop news (email), special offers and related information if you have expressly signed up for a newsletter through our website, or by other means where you have given us permission to contact you in this way. We do not otherwise hold or store personal information about our customers for longer than is required to fulfil your order, any obligations that may arise from that transaction, or may be expected under New Zealand law.



Postage and handling

New Zealand Couriers is used to deliver packages within New Zealand only. We are not able to offer shipping to international destinations. Freight/postage costs are subject to change. We will contact you if the freight/postage cost differs from the price stated on the website.


Please check your address details including your email address before completing store checkout. An email confirmation of your order will be sent to the address you supply. If you supply an incorrect email address we are unable to process your order.

If your package is found to have been misaddressed by Heritage New Zealand Pouhere Taonga, then we are responsible for its replacement and redelivery. If you have given an insufficient or incorrect address, then Heritage New Zealand will not refund or resend the product, and you are responsible for costs for correcting delivery.

 New Zealand Delivery

We deliver only within New Zealand. Deliveries are usually dispatchedwithin three to five business days of receipt of your order, except during the Christmas holiday period and other peak times, where delivery may take longer. At certain times of the year, such as Christmas or due to other special occasions, deliveries may take longer due to the volume of freight moving around New Zealand or due to other factors beyond our control.

We use New Zealand Couriers for delivery, and orders will need to be signed for.  Orders cannot be delivered to post office box addresses.

 All orders within New Zealand may be tracked and a tracking number will be sent with your order confirmation. If any delivery is lost or damaged in transit, we will replace the order. Delivery is complete when the goods reach the address specified for delivery.

Any queries or problems with the order and delivery process please email shop@heritage.org.nz including “Order Query” in the subject line. Please refer to your tracking number or other confirmation advice references to help us identify your order.

 International Delivery:

We do not offer international delivery.



Product Returns, Exchanges and Refunds

We hope you will be delighted with your purchases from the Shop On-line. 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.


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.


Heritage New Zealand Pouhere Taonga

National Office

P O Box 2629

Wellington 6140

New Zealand

Ph: + 64 4 472 4341

Fax: +64 4 499 0669

Email: information@heritage.org.nz



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