Mail Order

This Topic Includes:
Direct marketing
Purchase checklist
Faulty goods
Marketing Association

This section provides information on direct marketing, a checklist of what to look out for when shopping at a distance and contact information for the New Zealand Direct Marketing Association.  

Direct marketing

Direct marketing is where you're approached to buy a product from the comfort of your own home - ie, over the phone, through a TV 0800/0900 number, mail order catalogue, or door to door seller.

Privacy Act

When you purchase a product the retailer may want to retain your personal details for further promotions or to other direct marketing businesses. The Privacy Act 1993 prevents such use of your personal details without your personal consent. For more information about the Privacy Act, visit the Privacy Commissioner's website.

Purchase checklist

• Establish the identity, location and contact details of the retailer if they are not provided in the mail order catalogue.
• Check if you will be billed before or after the delivery of the products.
• Check that delivery costs are specified in the mail order catalogue - or make sure the seller provides this if you order by phone.
• Find out if there is a guarantee or warranty on offer (other than those provided by law).
• Check if you can return the product and who bears the cost if there is a problem, or how it can be repaired.
• Negotiate with the retailer if something goes wrong.
• Does a cooling-off period apply to the purchase?
• Don't be pressured into buying something you don't really want.
• Don't forget to record the date, the time and save any order confirmation of the purchase.
• Don't agree to any open-ended charges against your credit card - settle the exact amount.

Faulty goods

If you buy from a company based in NZ, then you have the same rights under the Consumer Guarantees Act - Faulty Goods as if you bought from a store in NZ.

BUT, if you buy goods through mail order from a company based overseas, you are not covered by New Zealand's consumer laws, but by that country's consumer laws.

Be aware that enforcement across borders is difficult, and seeking redress can be costly.

Marketing Association

Members of this Association must comply with a Code of Ethics. The Code requires that any advertising by members is fair and not misleading in any way. It also requires that the goods are sent to you within the time stated in the advertisement, or catalogue. Or, if no time is mentioned, within 30 days of receipt of payment.

If you are unsure about whether a mail order company is "above board" it is worthwhile, contact the Association on 0800 222 332 to see if the firm is a member or visit the Marketing Association website.