Terms & Conditions

Hi, we’re Hemphouse Limited (registered company 7391599), a company registered in New Zealand, and based out of Christchurch.

When you shop with us on our Website the terms and conditions outlined below apply. They’re important for both of us as they set out what we expect from each other, and they also give you helpful info.

Of course, if you need anything else, get in touch with Customer Care – we always love to hear from you!

We keep these terms and conditions updated and we amend them every so often, so remember to check back in before you shop, as the latest set will apply.

To shop with us, you need to:

• be at least 16 years old;
• have a credit or debit card that we accept (see bottom of page for details of current payment providers); 
• be authorised to use that credit or debit card (e.g. it is in your name or you have permission to use it).

Placing an order

When you place an order, you should receive an acknowledgement e-mail confirming receipt of your order.

We will only accept your order once payment has been approved and we have debited the payment card. A contract between us for the purchase of the goods is formed when you receive a dispatch confirmation email from us.

All orders are subject to availability and confirmation of the order price. Don’t worry, if there’s an issue with an order, we’ll get in touch with you.

Very occasionally, we may need to refuse or cancel an order or close or freeze an account – even if we have previously confirmed your order (e.g. if we think there’s something suspicious going on with an order or an account). If this happens to you and you think we’ve made a mistake, please don’t take offence – get in touch with Customer Care and we’ll be happy to speak to you about it.

Prices and product descriptions

We always try ensure the correct prices are displayed. However if we discover an error for any goods you’ve ordered, we will get in touch ASAP and give you the option of reconfirming your order (at the correct price) or cancelling it.

If we can’t get in touch with you, we will treat the order as cancelled. If you cancel and you’ve already paid, we will refund you in full.

All prices include GST (where applicable). All amounts are in New Zealand Dollars.

Delivery costs will depend on the value of your order or the delivery option or address you choose (see below). Such additional charges will be clearly shown during the checkout process and included in the ‘Total Cost’.

We always strive to ensure that all our images show as accurate a representation of our products as possible. However taking into account photographic and screen limitations, products may differ slightly from images (e.g. colours shown will vary according to screen brightness).

Returns and refunds

Want to return an item? We understand, sometimes something just isn’t right for you and you want your money back. Don’t worry, as long as an item is still in its original condition (see below), we accept returns, subject to the rules below.

If you return an item requesting a refund within 14 days of receiving it, we’ll give you a full refund for the item by way

of the original payment method. This excludes items on sale, for which there is a no-returns policy.

We aim to refund you within 14 days of receiving the returned item. We strongly recommend you get proof of postage.

If you request a refund for an item during the above time frame but you can’t return it to us for some reason, please get in touch – but note that any refund will be at our discretion.

We don’t accept returns for unwanted items after the relevant returns period above. Items returned after this period may be sent back to you, and you will be asked to cover any delivery costs.

Original condition

If an item is returned to us damaged, worn or in an unsuitable condition, we won’t be able to give you a refund and we may have to send it back to you (and ask you to cover the delivery costs). All returned items should be sent in their original condition and packaging where possible, including tags.

All items are inspected on return.

This doesn’t affect your statutory rights.

For more information visit: Consumer Guarantees Act Fair Trading Act 

Faulty goods

We aim to provide you with products of the highest quality. If you do receive a defective item, please get in touch with

Customer Care so we can sort it out. If the item is confirmed to have a defect, we will replace the item or refund the amount paid for the item by way of your original payment method. If the Product is found not to have a defect we will ship the item back to you (and expect you to cover delivery costs).

Intellectual property and content

Hemphouse owns or has permission to use the intellectual property rights in its Website and its content. These rights are protected around the world. All such rights are reserved.

You’re allowed to store, print and display our Website content only for your own personal use. You may not use any part of the Website including the Hemphouse name or logo for any commercial activity without our express permission.

Website use

This may sound obvious, but you must not misuse or tamper with our Website in any way (e.g. hack, introduce viruses or other technologically harmful material or carry out denial of service attacks etc.). Doing so may be a criminal offence, and we will report any such breach or activity (and all information about the people carrying it out) to the relevant law enforcement authorities.

We recommend you use virus protection software when using any website, including ours. Although we work hard to keep our Website secure, we can’t guarantee that it will always be.

You agree to indemnify, defend and hold harmless Hemphouse, its directors and affiliates from any and all third- party claims, liability, damages and/or costs (including, but not limited to, legal fees) arising from your use (or misuse) of this Website or your breach of the Terms & Conditions.

We don’t mind if you want to link to hemphouse.co.nz, as long as it’s done in a way that is not-commercial, is fair and legal, and doesn’t damage or take advantage of our reputation.

Privacy & Cookies

We’ll always keep your data safe and secure. So you’re clued up, here’s why we need it and how we use it – Privacy Policy & Cookies

Complaints

Sometimes things do go wrong despite our best efforts to ensure the best customer experience. If you want to speak to us about any issues, get in touch with our Customer Care and we’ll try resolve any issues.

If we are unable to resolve a complaint to your satisfaction, you can refer your complaint to the Disputes Tribunal of New Zealand

We have the right to amend, remove or vary our services and/or any part of the Website (including our Ts&Cs) at any time.