Terms of Service

1. About Native Grain

Native Grain Co. is a New Zealand business trading in furniture, based in Auckland, New Zealand. Native Grain operates in trade for the purposes of the Consumer Guarantees Act 1993 and Fair Trading Act 1986. You can contact us at nativegrainco2@gmail.com.

These terms apply to your use of this website and to any purchase you make from Native Grain, whether through this website, by email, or in person. They took effect, and were last updated, on the date shown above.

2. Acceptance of these terms

By using this website, submitting an enquiry, placing an order, or completing a purchase, you agree to the terms that apply to that activity. Links to these Terms, our Privacy Policy, and our Shipping & Returns Policy are available near checkout so you can review them before you buy. We never use a pre-selected marketing-consent checkbox, any marketing sign-up is your choice.

3. Eligibility and authority

By using this website or placing an order, you confirm that you:

• are legally capable of entering into a contract;
• will provide accurate and complete information;
• have authority to use the payment method you provide; and
• have authority to place the order on behalf of any business you name, where applicable.

We don't place unnecessary restrictions on purchases by minors where New Zealand law would otherwise recognise the transaction.

4. One-of-a-kind inventory

Most furniture we sell is one of a kind, once a piece sells, an identical replacement generally won't exist. The same stock may also be listed on Trade Me, social media, or other sales channels at the same time as this website.

Adding an item to your cart does not reserve it. A contract for sale is formed only when we confirm your order (for example, by successful payment through our checkout, or by our written confirmation), not simply because an item was in your cart.

Occasionally, despite our best efforts, a piece may already be sold, incorrectly listed, materially mispriced, damaged before dispatch, or otherwise unavailable due to a genuine inventory error. If this happens after you've paid, we'll let you know promptly and refund your payment in full to your original payment method. We don't cancel confirmed orders for any other reason.

5. Restored, second-hand and vintage condition

Unless we say otherwise, every product is pre-owned, vintage, restored, or refurbished, not new.

Solid timber, including rimu and swamp kauri, naturally varies in grain, knots, and colour. Older furniture may retain minor marks, small repaired areas, or other signs of age. Where these characteristics are disclosed and are consistent with the piece's age and description, they are not defects, they are part of what you're buying.

Restoration doesn't mean every component is new. Some hardware, upholstery, runners, hinges, or slats may be modern replacements rather than original parts. Anything specific we disclose about a piece's condition forms part of its agreed description. We remain responsible where a piece fails to meet the guarantees that apply under New Zealand consumer law, disclosed characteristics don't change that.

6. Product descriptions and photographs

We aim to accurately describe each piece's timber species, manufacturer (where known), range, approximate age, condition, dimensions, restoration work, finish, upholstery, and any included accessories. Where a product page states a manufacturer, historical detail, carbon date, or original retail value, we only do so where we have a reasonable basis for it.

Screen settings and lighting can affect how colour appears on-screen. Handmade and restored timber pieces naturally vary, and measurements may carry a small, reasonable tolerance. If colour, exact dimensions, or access requirements are critical to your purchase, contact us before you buy, we're glad to answer specific questions or send extra photos.

The photographs on a product page show the exact, individual piece you'll receive, not a stock or illustrative image, unless we clearly say otherwise.

7. Measurements and access responsibilities

Before you order, please check the product's dimensions against your doorways, hallways, stairwells, lifts, gates, ceiling heights, corners, and any other access points along the delivery route.

You're responsible for giving us accurate delivery information, and for telling us about any access difficulties (for example, building-management rules, restricted parking, or no lift access) before delivery is arranged.

Additional, reasonable charges connected to the actual extra cost involved may apply where a second delivery attempt is needed, special lifting equipment is required, the access information you gave us was materially inaccurate or incomplete, extra labour is needed beyond the delivery service you purchased, or our delivery partner can't safely complete the delivery as a result. We'll always contact you first, we don't charge arbitrary fees.

8. Pricing

All prices on this website are in New Zealand dollars (NZD). GST treatment of these prices has not yet been confirmed — contact us if this affects your purchase. Delivery charges are additional unless a product page or your cart says otherwise.

Any discount or comparison price we display is accurate and supportable, see Reference retail values below. If a genuine pricing error occurs, we may correct it before accepting your order. If we discover an error after you've paid, we'll contact you and let you choose between paying the corrected price or receiving a full refund.

9. Reference retail values

Where we show a reference or original retail value alongside a product's price, that figure is based on one of: a documented original retail price, archived manufacturer information, historical retailer information, or a reasonably comparable current replacement product. We keep a record of which basis applies to each listing.

Where a reference value is an estimate rather than a confirmed historical price, we say so. We don't display savings claims, “average savings,” “was” pricing, “RRP,” or percentage-off figures that we can't support with evidence we hold.

10. Payment

Payment is processed securely through Stripe at the time you place your order. Your card details are collected and processed directly by Stripe, Native Grain never sees or stores your full card number. Payment is taken in New Zealand dollars.

If a payment fails, is reversed, or is flagged as potentially fraudulent, we may contact you, decline the order, or ask for reasonable identity or payment verification before proceeding, particularly for high-value or high-risk transactions. If a chargeback is raised, we'll respond through Stripe's standard process. Refunds are issued to your original payment method. We won't hold your payment indefinitely if we're unable to supply the product, see One-of-a-kind inventory above.

11. Title and risk

Legal title to a product passes to you once we've received payment in full. Where we arrange or select the carrier for your delivery, risk of accidental loss or damage in transit remains with us until the item is delivered to you, see Transit damage for how we handle freight damage claims.

Where you independently arrange and contract your own carrier (rather than using a delivery option we offer), risk passes to you once the item is collected by your carrier, and any transit issue is between you and your carrier.

12. Delivery

We currently deliver throughout New Zealand, see our Shipping & Returns Policy for current rates and regions. Because restoration happens after your order is placed (see Native Grain workmanship warranty), dispatch timing is confirmed once your restoration is scheduled. Any date we give you is an estimate, not a guarantee, unless we expressly agree otherwise in writing.

You're responsible for being present, or arranging an authorised person to receive the delivery, at the agreed time. We can generally deliver to apartments and other difficult-access properties, but please tell us about lifts, stairs, or building-management requirements in advance, see Measurements and access responsibilities. Delivery to some rural, island, or remote addresses may take longer or have limitations, we'll tell you if that applies to your address.

If our delivery partner experiences a delay, we'll let you know as soon as we reasonably can. Please inspect your item on delivery before the driver leaves where practical.

13. Failed delivery

Reasonable additional delivery or storage costs, reflecting our actual extra cost, may apply where nobody is available to receive the delivery at an agreed time, safe access isn't available, access restrictions weren't disclosed to us beforehand, you refuse delivery without a lawful reason, or the address you gave us was incorrect. We'll always contact you before taking further action.

14. Pickup

Pickup from our Auckland Cityworkshop is by appointment only, we'll email you to arrange a time once your order is ready. Please bring your order confirmation or be ready to confirm your order details. Collect within a reasonable timeframe of the agreed appointment, see Uncollected products and storage for what happens if you can't.

You're responsible for safely loading, restraining, and protecting your item in your own vehicle, our staff can assist with loading, but we may decline to help with a loading request we consider unsafe. We're not responsible for damage caused by inadequate restraints or an unsuitable vehicle once the item is loaded and in your care.

15. Uncollected products and storage

If you don't collect an order within a reasonable periodof it being ready, we'll send you written reminders. After that, a storage fee may apply. We won't resell or dispose of an uncollected item without giving you reasonable further notice first, and we'll follow any legal requirements that apply to uncollected goods.

16. Returns for change of mind

Because our furniture is one of a kind and restored to order, we generally don't accept change-of-mind returns unless we expressly agree otherwise.

This doesn't affect your rights where goods are faulty, unsafe, don't match their description, aren't of acceptable quality, aren't fit for a purpose you told us about, arrive materially damaged, or otherwise fail a guarantee that applies under New Zealand consumer law, those aren't “change of mind,” they're statutory claims, and we deal with them under Consumer guarantees below.

17. Transit damage

If your item arrives damaged, please inspect it promptly, photograph the packaging before you remove it where practical, photograph the damage itself, keep the packaging for a short period, and contact us as soon as you can.

Letting us know within 48 hours helps us lodge a freight claim quickly. Notifying us outside this timeframe does not automatically remove any rights or remedies available under applicable New Zealand consumer law.

We'll investigate promptly and offer a repair, replacement, or refund as appropriate. Because pieces are one of a kind, an identical replacement may not be available, if that's the case, we'll work with you on a fair alternative, which may include a refund.

18. Consumer guarantees

Nothing in these terms excludes, restricts, or limits any right or remedy you have under the Consumer Guarantees Act 1993, Fair Trading Act 1986, or any other New Zealand law that cannot legally be excluded, to the maximum extent permitted by law.

Where a product fails to meet a guarantee under the Consumer Guarantees Act, the remedies that may be available to you can include repair, replacement (where reasonably available, noting our pieces are one of a kind), a refund, and, where legally applicable, compensation for reasonably foreseeable loss. Where the Act gives you the right to choose the remedy, that choice is yours, we don't assume we get to choose for you.

19. Native Grain one-year workmanship warranty

Separately from your statutory rights above, Native Grain provides its own commercial warranty covering restoration workmanship and finish for 12 months from the date your order is dispatched or collected. This warranty covers structural repairs completed by Native Grain and defects in the finish we apply, it does not replace or limit your statutory rights, and it is not your exclusive remedy.

To make a claim, contact us at nativegrainco2@gmail.comwith photos of the issue, we may ask to inspect the piece, either at our workshop or, where practical, at your property, and we'll arrange reasonable transport if that's needed. If repair isn't practical, we'll discuss a fair alternative with you. We won't decline a genuine claim just because you no longer have the original packaging.

This warranty doesn't cover:

• Normal wear and tear
• New accidental damage occurring after delivery or pickup
• Misuse, neglect, or use inconsistent with the furniture care guidance provided
• Commercial use of a product sold for domestic/residential use
• Exposure to excessive heat, direct sunlight, water, or humidity
• Failure to follow supplied care instructions
• Damage caused by pets, children, or third parties
• Unauthorised repairs, sanding, or refinishing carried out by anyone other than Native Grain
• Damage occurring during transport arranged independently by the customer
• Natural timber movement (expansion, contraction, minor grain changes) that is not caused by defective restoration work
• Characteristics disclosed to the customer before purchase as part of the product description

20. Furniture care and safe use

To help your piece last, avoid harsh chemical cleaners on timber or upholstery, keep it away from direct heat and prolonged direct sunlight, manage moisture and humidity, use coasters and mats to protect surfaces, lift rather than drag furniture when moving it, and periodically check hardware like hinges and runners. Upholstered pieces should be vacuumed gently and spot-cleaned rather than saturated. Unless a product page says otherwise, our furniture is intended for indoor use only.

Tallboys, cabinets, and other tall or top-heavy furniture may need to be anchored to a wall to reduce tip-over risk, particularly in homes with children. The right anchoring method depends on your wall type (timber-framed, masonry, plasterboard), so we recommend a suitably qualified installer confirm the right fixings for your wall rather than relying on generic instructions.

21. Safety and intended use

Please use furniture only for its intended purpose. Don't stand on tables, chairs, or drawers, allow children to climb furniture, overload shelves or drawers beyond what they're built for, modify structural components, or use indoor furniture outdoors unless it's expressly designed for outdoor use. Where we state a weight limit for a piece, it's based on the information we actually have about that piece, not an assumed figure.

22. Custom work, upholstery and modifications

Where we agree to customise a piece (for example, a different leg style, finish, handles, or reupholstery), we'll agree the scope of work with you first. Natural timber and fabric variation may mean the finished result isn't pixel-identical to a sample or photo. If you request changes after work has begun, additional charges may apply, and we'll let you know before proceeding, we don't increase pricing without your approval. We'll give you a reasonable estimate of completion time, and if we discover unforeseen damage or an issue during the work, we'll contact you before continuing. If you supply your own materials, you're responsible for their suitability. If you cancel after custom work has genuinely started, we may charge for work already reasonably completed.

23. Tree-planting initiative

For every piece sold, Native Grain commits to funding the planting of one native New Zealand tree through our tree-planting initiative, you choose the species at checkout. If your chosen species is unavailable, we'll plant a comparable native species instead. This pledge applies to completed orders, if an order is cancelled or refunded, the associated pledge doesn't proceed.

We're currently finalising our planting partner and planting region, our website shows the current status of this. Planting timing and location may vary, and environmental outcomes (such as tree survival) depend on factors outside our control. We don't claim carbon neutrality, emissions offsetting, or a specific environmental benefit that we can't substantiate, and we don't claim a specific tree has been physically planted for your order unless we can verify that.

24. Reviews and customer content

Where you provide a review, photo, or testimonial, you confirm you own it or have the right to give it to us, and you give Native Grain a limited, non-exclusive permission to display it on our website and marketing for legitimate business promotion, this isn't a transfer of ownership. We moderate respectfully and will remove unlawful or misleading content. If you'd like something you submitted removed, contact us and we'll do so where reasonably possible. We never invent reviews, or edit a genuine review in a way that changes its meaning.

25. Intellectual property

The Native Grain name and branding, our website content and design, our original photography, our Restoration Record format, and our product descriptions belong to Native Grain unless stated otherwise. You're welcome to browse and share our content for personal, non-commercial purposes. We don't claim ownership of third-party manufacturer names or trademarks referenced on our site, customer-owned material, or content we've licensed from others. Referencing a manufacturer (for example, Sorenmobler or Danske Mobler) doesn't imply their endorsement of, or partnership with, Native Grain unless one genuinely exists.

26. Third-party links and services

Our website uses or links to third-party services, including our payment provider, delivery partners, Trade Me, social media platforms, our email platforms, analytics services, and (once confirmed) an external tree-planting partner. Native Grain remains responsible for its own legal obligations, involving a third-party service doesn't excuse us from those obligations, but we're not responsible for a third party's own independent acts or terms.

27. Website availability

We take reasonable care to keep this website available and accurate, but we don't guarantee uninterrupted access. Downtime can occur due to maintenance, technical errors, or third-party attacks despite reasonable safeguards, and product information may be updated from time to time. This doesn't exclude any liability that can't legally be excluded.

28. Limitation of liability

To the maximum extent permitted by law, and without limiting any right or remedy that can't legally be excluded under the Consumer Guarantees Act 1993, Fair Trading Act 1986, or other New Zealand law, Native Grain excludes liability for indirect or consequential loss. Where you're acquiring goods for business purposes, see Business purchases below for how liability may be treated differently. Nothing in these terms excludes liability for fraud, wilful misconduct, or any obligation that cannot legally be excluded, and we don't apply an unrealistically low liability cap to consumer purchases.

If you breach these terms through unlawful use of the website, content you supply to us, or a material breach of these terms, you agree to indemnify Native Grain for loss that directly results, this indemnity is limited to loss caused by your own fault, it doesn't require you to cover every possible loss regardless of cause.

29. Business purchases

Where you're acquiring goods for the purposes of a business, both Native Grain and you are in trade, and it's fair and reasonable to do so, we may agree in writing, with your separate express acknowledgement (not simply through general checkout terms), that specified provisions of the Consumer Guarantees Act 1993 don't apply to that purchase. We don't contract every customer out of the Act by default, this only applies where we've separately agreed it with you in writing.

30. Events outside reasonable control

We're not liable for delay or failure to perform caused by events reasonably outside our control, including natural disasters, severe weather, fire, transport disruption, government action, utility or communications failure, or serious supply-chain interruption. We'll communicate with you reasonably, take steps to minimise delay where we can, and offer appropriate options, including a refund, if performance becomes genuinely impossible. We won't hold your money indefinitely without supplying the product.

31. Complaints and dispute resolution

If something's gone wrong, here's how we handle it:

1. Contact us at nativegrainco2@gmail.com explaining the issue.
2. We'll acknowledge your complaint.
3. We'll investigate and respond within a reasonable timeframe.
4. We'll work with you in good faith toward a resolution.

You don't need to complete this internal process before exercising your statutory rights. If we can't resolve things directly, you can also contact Citizens Advice Bureau, Community Law, the Disputes Tribunal, the Commerce Commission (for Fair Trading Act matters), or the Office of the Privacy Commissioner (for privacy matters).

32. Governing law

These terms are governed by the laws of New Zealand. We don't require you to bring proceedings in a distant or unreasonable court.

33. Changes to these terms

We may update these terms from time to time. The version that applies to your order is generally the version in effect when you placed it. Material changes won't retrospectively remove rights you've already accrued. We'll always show the “last updated” date at the top of this page.

34. Severability and waiver

If any part of these terms is found invalid or unenforceable, the rest continues to apply. If we don't immediately enforce a right under these terms, that doesn't mean we've given it up.