TERMS AND CONDITIONS
Welcome to our online store. By accessing our website and purchasing our products, you agree to comply with and be bound by the following Terms and Conditions. Please read them carefully before completing your purchase.
Pricing and Payments
All prices listed on our website are displayed in New Zealand Dollars (NZD) and include Goods and Services Tax (GST) where applicable. Shipping fees are calculated dynamically at checkout before final payment confirmation. All credit card transactions are processed securely via our bank’s authorized, PCI-compliant payment gateway. We do not store, capture, or view your full credit card data.
Returns & Warranty Policy
Change of Mind Returns (14-Day Policy)
Change of mind returns are at the business’ discretion and are on a case-by-case basis. They may incur a restocking fee of 20% and original purchase freight cannot be refunded.
They will be considered within14 days of delivery, as long as:
- The item is in brand-new, resaleable condition
- It is returned in original packaging, unopened and unused
- You have proof of purchase
Please note: The business does not accept returns on paints, glues, decals, or other consumable items, due to hygiene and storage concerns.
To request a return, please complete the form below and our team will be in contact with you once we have received and reviewed your request.
To ensure we can process your request quickly, please answer all questions and provide as many photos as possible.
Return postage is the buyer’s responsibility unless the item is faulty.
When returning goods please package carefully to ensure they arrive undamaged.
Repairs
Due to the specialist nature of many of the products we sell, the business does not offer repairs on old or used items unless agreed at time of purchase. There may be an additional cost for repairs.
Delivery Policy
Live Calculated Shipping via our courier
We have partnered with a courier to provide real-time, dynamically calculated local and international shipping rates at checkout based on a volumetric calculation. Shipping fees are generated based on the exact weight, dimensional volume, and destination address of your order. Rates quoted for New Zealand delivery exclude rural delivery surcharge which must be added where-ever required. Once your order has been dispatched, you will receive an automated tracking link via email to monitor your shipment. We do not ship dangerous goods. Special arrangements must be made for dangerous goods.
Legal Export Restrictions
While we offer worldwide delivery via our courier company’s global network, we strictly adhere to all international trade laws and regulations. In compliance with the New Zealand Ministry of Foreign Affairs and Trade (MFAT) and New Zealand Customs Service directives, we do not ship hobby or consumer goods to countries subject to comprehensive trade sanctions or export prohibitions. We automatically block and cancel orders destined for Russia, Belarus, North Korea, Iran, and Syria.
Risk of Loss and Transit Delivery
Risk of loss and title for all products pass to you upon our delivery of the item to our courier. If our courier tracking logs confirm that a package has been successfully delivered to your nominated address, the order is legally fulfilled, and we cannot accept liability for missing or stolen items after that point.
In the rare event that courier loses a package prior to delivery, we will launch an investigation on your behalf. If the courier formally declares the package lost or permanently unrecoverable, we will issue a full refund to your original payment card or dispatch a replacement item at no additional cost.
Product Descriptions and Manufacturers' Warranties
The business endeavours to provide complete, accurate, and transparent descriptions of all items sold on this site.
All hobby goods and products sold through this site are brand new unless described as Pre-Owned or Like New. Manufacturer’s retail warranties apply to New Items, where applicable unless otherwise stated. The terms, coverage length, and claims processes
for these warranties vary by manufacturer. Details on any particular item are available upon request.
Pre-Owned items are sold as is and no warranty is given or implied as to condition, operability or suitability for intended use.
All warranty claims must:
- Be submitted within the product’s warranty period
- Include a valid proof of purchase
- Be lodged via the warranty form below.
Once received, the business will assess your claim and liaise with the relevant supplier or manufacturer. If approved, the business will arrange at its discretion a replacement, refund, or repair (as applicable).
Please do not send anything back until your warranty claim has been approved.
No Extended Warranty
Our business does not offer an independent or extended commercial warranty on these goods. However, nothing in this clause limits, excludes, or modifies your statutory consumer rights. All purchases remain fully protected by the New Zealand Consumer Guarantees Act 1993 (CGA) and the Fair-Trading Act 1986 (FTA) for customers residing within New Zealand, ensuring your goods are of acceptable quality and fit for purpose.
Refunds
All approved refunds will be made to an account at the discretion of the business within 5 to 7 business working days either to the customer’s supplied bank account details or the customer’s Trade Me account.
Dispute Resolution and Chargeback Policy
The business is committed to resolving customer issues quickly and fairly. If you experience an issue with your order (such as a defect, incorrect item, or transit damage), you agree to contact our customer support team directly at [Your Contact Email] before initiating an official credit card dispute or chargeback with your bank.
The business acknowledges all formal disputes within 2 business days and aims to provide a final resolution—such as an exchange, store credit, or a refund to your original payment card—within 5 to 7 business days. If an unauthorized chargeback is filed for an order that Courier tracking explicitly confirms was successfully delivered to your address, the business reserves the right to submit its delivery logs and communication history to Westpac Bank to contest the claim.
Import Duties and Taxes
International shipments may be subject to local import duties, customs taxes, or carrier clearance fees levied by your destination country. These additional fees are not included in our Courier calculated checkout rates and are the sole financial responsibility of the customer upon arrival.
Pricacy Policy
We value your privacy. This policy explains how we collect, use, and protect your personal information in accordance with the New Zealand Privacy Act 2020.
1,Information We Collect
We collect personal information to provide you with the best hobby products and services. This includes:
* **Identity Data:** Name, date of birth (for age-restricted items like modeling knives or paints).
* **Contact Data:** Email address, physical shipping address, billing address, phone number.
* **Transaction Data:** Details about products you purchase, order history, and store credit.
* **Payment Data:** Credit card or bank details processed securely via third-party gateways (we do not store raw card numbers).
* **Technical Data:** IP address, browser type, and cookies when you browse our online store.
2. How We Collect Your Information
We collect data directly from you when you:
* Purchase items in-store or through our website.
* Create a customer account or loyalty program profile.
* Subscribe to our newsletters, product restock alerts, or pre-order lists.
* Enter hobby competitions, community events, or gaming tournaments.
* Contact our customer service team.
3. How We Use Your Information
We use your information strictly for business operations, including:
* **Order Fulfilment:** Processing payments, managing pre-orders, and shipping your packages.
* **Customer Support:** Answering product queries, managing returns, or handling faulty item claims.
* **Loyalty Programs:** Tracking rewards, tournament points, or community event registrations.
* **Marketing:** Sending updates about new releases, hobby workshops, or special promotions (only if you opt-in).
* **Legal Compliance:** Verifying age requirements for specific tools or complying with NZ tax law.
4. Sharing Your Information
We do not sell your personal data. We only share information with trusted third parties to run our shop:
* **Courier Services:** NZ Post or local couriers to deliver your orders.
* **Payment Processors:** Secure gateways (e.g., Stripe, Eftpos NZ, Afterpay) to process payments safely.
* **E-commerce Platform:** Host providers (e.g., Shopify, WooCommerce) that store our website data.
* **Law Enforcement:** Only when required by law or to protect against fraudulent activities.
5. Data Security and Retention
We take security seriously:
* Digital data is securely stored on encrypted servers with strict access controls.
* Physical forms (e.g., local tournament sign-up sheets) are safely filed or securely destroyed.
* We retain your information only as long as necessary to provide services or meet legal tax records obligations.
6. Your Rights Under the Privacy Act 2020
You have full control over your personal data. Under New Zealand law, you have the right to:
* **Access:** Ask for a copy of the personal information we hold about you.
* **Correction:** Request that we correct any inaccurate or outdated information.
* **Opt-Out:** Unsubscribe from marketing communications at any time via the “Unsubscribe” link.
To make a request, please contact our Privacy Officer at the details below.
7. Privacy Breaches
In the unlikely event of a privacy breach that poses a risk of serious harm, we will notify you and the New Zealand Office of the Privacy Commissioner as required by law.
8. Contact Us
If you have questions, concerns, or want to update your information, please reach out to us:
Privacy Officer: Guy Herbert
Email: merv@mervsmithhobbies.co.nz
Mailing Address: 17 Davis Crescent, Newmarket, Auckland 1023, New Zealand
