Our policies and terms

• Privacy Policy
• Security Policy
• Email Policy
• Terms of supply
• Delivery
• Returns and damaged goods
• Product descriptions
• Terms of use of this website

We are committed to protecting our customers’ privacy and security. We do not share your information outside our organisation or sell your information to third parties.  Trade Aid is strongly committed to protecting your privacy. We recognise that when you choose to provide us with personal information about yourself, you trust us to act responsibly. We believe this information should only be used to help us provide you with a better service. That’s why we have put the following policy in place to protect your personal information:

We collect information from visitors to our website when:

• You register for an online account (your name, phone number, postal address, email address and a password)
• You contact us with a query about Trade Aid and our products and services (your name, location, phone number, email address)
• Through your use of this site (and the functions it offers such as making an online purchase or requesting resources, etc)

We will only use your personal information for the following reasons:

• To create an account for you
• To respond to your queries
• To record and process your order (including payment) more efficiently and provide a higher level of customer service.
• To add your details to our database (with your consent only) so that we can keep you informed on specials, issues, promotions or events via email.
• To improve our service to you.
• Any other reasons which we may notify at the time the information is collected.
• We will record information as you provide it to us.

When you visit our website, we may collect more information, we use Google analytics that help us to understand how to make our website more available and user friendly to you – our customers – ultimately with the goal to sell more products on behalf of our trading partners and keep you informed. The information that is collected includes your Internet Protocol (IP) address, the name of the web page directing you to our site, as well as your clicks and activities on our site.

You can be assured that Trade Aid respects your privacy and will take all reasonable steps to ensure that information held is accurate, up-to-date, complete, relevant, not misleading and is used only for the purposes stated in this policy.

Trade Aid will, where possible, provide you with access to any information we may have about you. We will take reasonable steps to correct the information so that it is accurate. When informed of any errors we will correct this information. We will ensure information is up to date as you provide it to us (when informed of any errors in the information). You can make changes to your personal information such as email address and name by using the “login” page on our website and modifying this yourself, or by calling us during business hours on 0508 TRADE AID (872 332).

Under no circumstances will Trade Aid sell or receive payment for licensing or disclosing your personal information. We will not disclose any personal information about you to other companies or individuals, with the exception of our delivery companies, retail system and web service provider and debt collecting services for debt collection purposes only. Such companies and individuals will have access to specific personal information required to make deliveries or carry out specific tasks, but may not use your details for any other purposes.

The Trade Aid online shop uses a technology called ‘cookies’. A cookie is a small amount of data that is sent to your browser from a web server and stored on your computer’s hard drive to facilitate your shopping experience and permits our website to recognise you when you return. These cookies do not track your individual information. Credit card information is never stored in the cookie.

Trade Aid uses Payment Express as a third party to transact credit card payments. We do not receive a copy of your credit card details. All details are held securely by Payment Express, this is necessary in the event that a refund needs to be processed.

If we decide to change our privacy policy in whole or in part, we will inform you by posting a notice on this site. Once posted, the new policy will go into effect immediately, replacing any previously stated policy. We welcome your feedback to help us improve our privacy policy and practice. Please give us your feedback using the ‘contact us’ page on our website or email us at customerservice@tradeaid.org.nz

We take security seriously and have taken steps to ensure your personal information is secure.
Customer information that we maintain is stored on secure servers with access limited to staff members who have a need to interact with the machines or the information stored on them. Remote access is encrypted to prevent third parties from intercepting and interpreting the data.

For online purchasing, we use SSL technology, which encrypts (scrambles) your information whenever we are receiving or transferring your details on our site. There are visual clues on screen that tell you when you have entered a secure environment. In the bottom of your browser, the key or padlock icon, which is normally broken, becomes solid. If at any stage you do not see the padlock symbol or are unsure about your security, please do not hesitate to contact us on 0508 TRADE AID (872 332)

We only email you if you want us to. We do not send unsolicited emails and we do not disclose your email address to third parties. When you register your email address with us, if you choose to, you go on a list to receive email announcements about products, offers and promotions from us.

Removing your name from our mailing list
In accordance with the Unsolicited Electronic Messages Act 2007, every promotional email message we send includes an email address to which you can respond to unsubscribe. If at any time you decide you do not want to receive our emails, simply click the unsubscribe link at the bottom of the newsletter. You can also let us know that you wish to be removed from our mailing list by using the “Contact Us” page on our website, or by calling us during business hours on 0508 TRADE AID (872 332).

If you unsubscribe you will still receive emails specifically related to any online orders you may make.

When we receive a valid order from you, if we accept this offer to purchase product we will confirm our acceptance via email that we have received and will process the order. If we decline the order we will contact you with the reasons why we have chosen to decline your order. We will endeavour to supply you with the goods ordered using this website, but Trade Aid will not be liable to any person if we decline to fulfil, or are unable to fulfil, an order. We will notify you as soon as reasonably possible when we become aware of being unable to fulfil your order and you will receive a refund (including the applicable delivery charges) in respect of those products which will not be delivered (if any).

Please see our delivery, returns and freight page

Delivery fees will be calculated on this website before you complete your purchase. In some cases an additional delivery fee may be required for extra large or heavy items and we will contact you before we continue with your order. Should your order incur an additional charge, we will advise you prior to processing your order, in which case you may cancel the order (or any part of it) prior to delivery and receive a refund (including the applicable delivery charges) in respect of the cancelled order.

We endeavour to deliver all products within 5-7 working days or less, although this timeframe is an estimate only. If we are not able to supply the products or there is likely to be a significant delay in making delivery (e.g. because the product is out of stock), we will notify you as soon as reasonably possible after we become aware of this, in which case you may cancel the order (or any part of it) and you will receive a refund (including the applicable delivery charges) in respect of those products which will not be delivered (if any).

Deliveries are made by courier throughout New Zealand; however in some remote or isolated areas an additional delivery charge and delivery time may be required. We do not deliver outside of New Zealand, but we are able to process orders from overseas delivered to a New Zealand address.

At Trade Aid, we stand by the quality of our product. Customer satisfaction is important to us. Customers who have made retail purchases from our website can return product purchased from us for a full refund or exchange within 14 days of purchase using the following process:

• Ensure the product is undamaged and in original condition and packaging.
• Return the product within 14 days from the date of the invoice. Please be aware that the return is at your own expense.
• Enclose the packing slip or invoice with the product you are returning.
• Return product to the Trade Aid Importers warehouse at the following address:

Trade Aid Importers
Webstore return
174 Gayhurst Road
Dallington
Christchurch 8061

Upon receiving the product, we will refund your nominated credit card for the price you paid for the product. Trade Aid will not refund the original delivery costs relating to the return of non-faulty product. Gift vouchers and sale items are not eligible for a refund or exchange if you change your mind.

Please note: The above returns and exchanges policy is applicable to website orders only. If you wish to return or exchange a product purchased in store, please contact the store directly.

Find your nearest Trade Aid store here.

If your delivery cartons/packages show obvious signs of damage at the time you are receiving your goods, please sign ‘subject to inspection’ ‘(STI)’ or damaged and let us know within 24 hours. If the products are faulty or damaged when they are delivered to you, please call us within seven (7) days of receipt of Goods on 0508 TRADE AID (872 332) and we will arrange to replace the damaged product(s) at no additional cost to you.

If we are unable to supply a replacement we will refund you for your purchase. We are likely to need the faulty/damaged product returned to us, if so we will discuss and organise shipping at our expense when you contact us. Customers who have made corporate or bulk purchases from our website can only return product purchased from us if it is faulty or damaged in transit. In this case, please call us on 0508 TRADE AID (872 332) within 24 hours of receipt.

Trade Aid will endeavour to replace the damaged or faulty product or, where this is not possible, issue a refund for the purchase value and agreed freight charges.

Product information given on the Trade Aid website or in our promotional materials is for your guidance but does not afford a guarantee of use. Common sense and discretion are advised in the proper and safe use of all products purchased from us.

Trade Aid takes reasonable care to ensure that all details, descriptions and prices of products appearing on our website or promotional materials are correct. Although we aim to keep these details as up to date as possible, the information, including product descriptions, appearing on this website at a particular time may not always reflect the position at the exact moment you place an order.

We cannot guarantee that your monitor’s display of any colour will be accurate. We will endeavour to deliver the corresponding products but do not warrant that the products we deliver to you will be identical to those displayed in the photograph or on your monitor.

Many of our products are hand crafted items. As a result, many items will differ slightly in colour and/or size.

The prices for the products listed on this site are in New Zealand dollars and include GST, but not any delivery charges. We endeavour to ensure that all prices listed on this site are consistent with the prices offered at our stores. Trade Aid reserves the right to alter or correct prices without notice if necessary. If this occurs after you have placed an order we will contact you prior to processing your order to ascertain whether you still wish to purchase the affected products.

Prices in the trade section of our website are usually displayed exclusive of Goods and Services Tax (GST). Where the product is displayed including GST this will be clearly noted.

The risk of any loss of, or damage to, the products will pass to you on delivery, but legal and beneficial ownership will remain with Trade Aid until all sums owed to us, in respect of those products and all other products and services supplied by us, are paid in full. While property in the products remains with us, we have the irrevocable right to enter your premises where the goods are located and take possession of and remove the goods. Until ownership passes, you hold the products as bailee for Trade Aid.

Our liability for any claim, damages, loss or expense related to the supply by us of goods or services is limited to the cost paid by you for the goods or services except where statute expressly requires otherwise. To the fullest extent permitted by law we will not be liable in any event whether in tort (including negligence), contract or otherwise for any loss of profits or any consequential, indirect or special damage, loss or injury of any kind suffered by you or any other person.

We reserve the right to change these Terms at any time by notifying users of the existence of revised terms and conditions through the website. By continuing to access the website, you agree to be bound by the amended terms and conditions.

If at any time we do not enforce any of these Terms or grant you time or other indulgence, we will not be construed as having waived that term or our rights to later enforce that or any other term.

If any portion of these Terms is deemed to be invalid, illegal or unenforceable the remaining provisions shall remain in full force and effect.

These Terms are governed by New Zealand law and you agree to submit to the exclusive jurisdiction of the New Zealand Courts. The application of the United Nations Convention on Contracts for the International Sale of Goods is expressly excluded.

Use of this website is subject to the Terms of Use as set out in this notice and which constitute a legal agreement between you and Trade Aid or its affiliates(s). By using this website, you acknowledge that you have read, understood and agree to be bound by the Terms of Use. Please review the Terms of Use prior to viewing this site. If you do not agree with the terms thereof, please do not use this website.

The contents of this website are copyright property of Trade Aid Importers or its suppliers. You may view this site and electronically copy or print hard copies of parts of it for your personal, non-commercial use only. You may not distribute, reproduce, display, publish or otherwise commercialise any part of this website without our written permission.

This site contains trademarks belonging to Trade Aid. Except with our prior written approval, Trade Aid does not authorise the grant of any license or right to use those trademarks. Trade Aid prohibits use of any Trade Aid logo and trademark as a ‘hot’ link to any non-Trade Aid site unless the establishment of such link is approved in advance by Trade Aid in writing.

Our website may include links to third party sites. Since we do not control such linked sites, we encourage you to review the privacy policies of these third party sites. Trade Aid is not responsible for the content of any linked site or liable for any direct or indirect loss of damage suffered by you from accessing, using, relying on or trading with third parties. These links are provided as a convenience and their inclusion does not imply Trade Aid’s endorsement of the site or any association with their operators.

Trade Aid reserves the right to prohibit links to its website and you agree to remove or cease any link upon our request. You may not frame any part of the website material by including advertising or other revenue generating material.

The materials contained on this website are provided ‘as is’ without warranties of any kind, either express or implied. This website is a general information service only. Use of the website material is at your own risk. Trade Aid is not responsible for any adverse consequences arising out of the use of information contained on the website. You should assess whether the material provided is appropriate in light of your own objectives, situation and needs. Trade Aid does not give any warranty of accuracy or reliability of information contained on the website to you or any other person.

We do not guarantee that any content will be current, accurate or complete when you access it. However, we will take steps to correct any error or inaccuracy in any content which is brought to our attention within a reasonable time.

While reasonable care has been taken to ensure the facts stated in the website are accurate and the opinions given are fair and reasonable, neither Trade Aid nor its contractors or employees, to the fullest extent permitted by law, will be responsible for errors or misstatements or be liable whether in contract, tort (including negligence) or otherwise for any loss or damage caused (whether direct, indirect, consequential, special, or loss of profits) out of the use of, or the inability to use, the materials on this site. This limitation of liability applies even if Trade Aid or a representative has been advised of the possibility of such damages.

Trade Aid may at any time revise these terms of use by updating this posting. By using this website, you agree to be bound by any such revisions and should therefore periodically visit this page to determine the then current terms of use to which you are bound.

The Company’s Privacy Policy sets out how and when the Company collects, holds, uses and discloses personal information about you. The Privacy Policy forms part of these terms of use.

The Company’s terms of supply sets out information on how goods on this website are dealt with. The terms of supply forms part of these terms of use.