1. About us

This website, hormay.co.nz, is owned and operated by Hormay Limited, a company registered in New Zealand and based in Auckland (“Hormay”, “we”, “us”, “our”). “You” means the person using our website or placing an order.

2. Using our website

• You must be at least 18 years old to place an order, or have the involvement of a parent or guardian.
• Please give us accurate and complete information, including your delivery address and contact details.
• Don’t misuse the website — for example by attempting to break its security, placing fraudulent orders, or copying content in bulk.
• We may suspend access or cancel orders where we reasonably suspect fraud or misuse.

3. Products and product information

Every product we sell is a genuine New Zealand product. We take care to describe and photograph products accurately, but:

• Colours may look slightly different depending on your screen, and packaging may change from time to time as manufacturers update their designs.
• Plush toys are made by hand or in small batches, so small variations in stitching, fur and shape are normal.
• Ingredient, allergen and nutrition information comes from the manufacturer. Always read the label on the product you receive before use, especially if you have allergies or sensitivities.
• Plush toys and baby products should be used in line with the age guidance on their labels.

4. Prices and GST

• All prices are in New Zealand dollars (NZD) and include GST where applicable.
• Shipping is calculated at checkout and shown before you pay. Orders of $79 or more ship free within New Zealand.
• We may change prices at any time, but changes won’t affect orders we have already accepted.
• If a product is listed at an obviously incorrect price because of an error, we’ll contact you before dispatch. You can choose to go ahead at the correct price or cancel for a full refund.

5. Orders and acceptance

When you place an order, you’ll receive an email confirming we’ve received it. This is not yet acceptance. Your order is accepted when we dispatch it and send you a dispatch email.

We may decline or cancel an order — for example, if an item is out of stock, there is a pricing error, we can’t verify payment, or we suspect fraud. If we cancel, we’ll let you know and refund any amount you’ve paid in full.

You can ask to change or cancel your order by emailing orders@hormay.co.nz before it has been packed. Once dispatched, our Returns & Refunds policy applies.

6. Payment

We accept Visa, Mastercard, American Express, UnionPay, Apple Pay and Google Pay. Payments are processed securely by Stripe — we never see or store your full card details. Payment is taken when you place your order. See Payment Methods.

7. Delivery

• We deliver within New Zealand only, using NZ Post and CourierPost.
• Orders are usually dispatched within 1–2 business days. Delivery times are estimates provided by the courier and are not guaranteed.
• Risk in the products passes to you on delivery. Ownership passes to you once we have received full payment.
• Please check your address carefully. If a parcel is returned to us because of an incorrect address or because it wasn’t collected, we may charge the cost of re-sending it.

Full details are on our Shipping & Delivery page.

8. Returns and your consumer rights

We offer 30-day change-of-mind returns on eligible items, as set out in our Returns & Refunds policy. Some items — such as food and drink, opened beauty products, infant formula and opened supplements — can’t be returned for change of mind for hygiene and safety reasons.

Nothing in these terms limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986. If a product is faulty, not as described or not fit for purpose, you are entitled to a remedy such as a repair, replacement or refund.

If you are buying for business purposes (for example wholesale or corporate orders), you agree that the Consumer Guarantees Act does not apply, to the extent permitted by law.

9. Promotions and discount codes

• Discount codes can’t be exchanged for cash, and only one code can be used per order unless we say otherwise.
• The newsletter welcome discount is for first orders only, one per customer.
• Each promotion may have its own terms and an end date, which we’ll show with the offer.
• We may withdraw a promotion, or cancel orders that misuse one (for example, by creating multiple accounts).
• Gift cards are coming soon. Their terms will be added here when they launch.

10. Accounts and reviews

If you create an account, keep your login details secure — you’re responsible for activity on your account. Reviews you post must be honest and about products you have bought. We may remove reviews that are offensive, misleading, unrelated or include personal information.

11. Intellectual property

The Hormay name and logo, and the text, photos, graphics and design of this website, belong to Hormay Limited or are used with permission. Brand names and trade marks of the products we sell belong to their owners. Please don’t copy or reuse our content without written permission.

12. Liability

To the extent permitted by law, we are not liable for any indirect or consequential loss arising from your use of the website or our products. Where our liability can’t be excluded, it is limited to replacing the product, or refunding the price you paid for it.

We aim to keep the website available and accurate, but we can’t guarantee it will always be uninterrupted or error-free.

This section does not limit any rights you have under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.

13. Governing law

These terms are governed by the laws of New Zealand, and the courts of New Zealand have jurisdiction over any dispute. If any part of these terms is found to be unenforceable, the rest still applies.

If something goes wrong, please contact us first — we’re a small team and we’ll do our best to put it right.

14. Changes to these terms and contact

We may update these terms from time to time. The version on this page when you place your order is the one that applies to that order. Your use of our website is also covered by our Privacy Policy.