Terms Conditions

1. Product Quality and Authenticity

Whiffy is committed to supplying genuine fragrance products sourced through authorised distributors and legitimate supply channels.

If you have concerns about the authenticity, condition or description of a product, please contact us at support@whiffy.co.nz. Include your order number and a clear description of your concern. We may request photographs or other relevant information to help us investigate.

Nothing in these terms excludes or limits any rights or remedies you may have under applicable New Zealand consumer law.

2. Payments and Wholesale Credit Accounts

Available payment methods will be shown during checkout or communicated by our team. Where bank transfer is arranged, payment instructions will be provided by Whiffy.

Wholesale account payment terms

• Approved wholesale credit accounts are subject to the payment terms agreed with Whiffy.
• Unless otherwise agreed in writing, invoices are payable within 14 days.
• Any late-payment fees or additional charges must be clearly communicated, agreed where required, and applied only to the extent permitted by law.
• We may suspend or withdraw further credit purchases where an account is overdue, subject to the applicable account agreement and law.

3. Customer Communication and Complaint Resolution

We want every customer to have a fair opportunity to raise concerns and receive assistance. If you are unhappy with a product, order, delivery or service, please contact us directly in the first instance.

How to raise a concern

• Email support@whiffy.co.nz with your order number and a clear explanation of the issue.
• Provide relevant information or photographs where appropriate so we can understand what happened.
• Allow us a reasonable opportunity to review the matter and respond.

Contacting us directly first can help us verify the details, protect your personal information and work towards a practical resolution. We will make reasonable efforts to investigate concerns and explain the outcome.

Respectful communication

We expect customers and our team to communicate respectfully. Abusive, threatening, discriminatory or harassing language, repeated unwanted contact, or other seriously inappropriate behaviour is not acceptable.

Where such behaviour occurs, we may take reasonable steps to manage communications, such as asking that further communication take place in writing or limiting communication to the channels needed to resolve the matter. We will continue to meet any applicable legal obligations.

Reviews and public comments

We welcome honest and genuine feedback, including critical reviews. We do not require customers to leave positive reviews, and contacting us privately is not a condition of your right to share an honest experience.

However, public posts may not provide enough information for us to investigate a specific order, and discussing order details publicly may expose private or confidential information. We therefore encourage customers to contact us first, or alongside posting feedback, so we have a reasonable opportunity to look into the issue.

We may respond publicly in a professional and factual way, while taking care not to disclose private customer or order information. We may also take appropriate action regarding content or conduct that involves threats, harassment, impersonation, unlawful disclosure of another person’s private information, or knowingly false factual claims, where permitted by law.

4. Privacy and Personal Information

We collect and use personal information where reasonably necessary to process orders, arrange delivery, provide customer support, manage accounts and meet our legal obligations.

We do not sell customers’ personal information. We may share relevant information with service providers involved in processing payments, delivering orders, hosting our website or providing other necessary services, and where disclosure is required or permitted by law.

Payment card information is handled by the relevant payment provider. We do not intend to store full payment card details on our website servers.

Please avoid posting order numbers, contact details, addresses or other private information in public reviews or comments. For more information, please refer to our Privacy Policy, if available on our website.

5. Prices, Promotions and Stock Availability

We make reasonable efforts to ensure that product descriptions, prices, images and stock information are accurate. However, errors, omissions, supplier changes and stock fluctuations can occasionally occur.

If a material pricing or listing error affects an order, we will take reasonable steps to contact you and explain the available options before proceeding where appropriate.

Promotional codes and discounts are subject to the conditions stated in each promotion. Unless a promotion expressly allows combinations, only one coupon or promotional offer may be used per order. Any limits on quantities, availability or eligibility will be communicated where applicable.

Nothing in this section permits us to disregard any rights you have under applicable law.

6. Returns, Refunds and Consumer Rights

If you have an issue with a product or order, please contact support@whiffy.co.nz and provide your order details and a description of the problem.

Requests are assessed according to the circumstances, our applicable returns policy and New Zealand law. Change-of-mind returns may be subject to our stated policy, but this does not affect any rights or remedies that apply when goods are faulty, not as described or otherwise covered by the Consumer Guarantees Act 1993 or other applicable legislation.

We will not use product images, descriptions, listing errors or other terms on this website to exclude rights that cannot lawfully be excluded.

7. Website Information and Disclaimer

We make reasonable efforts to keep website information current. Product packaging, presentation and images may vary between batches or suppliers. Fragrance notes and scent descriptions are provided as a guide; the way a fragrance smells can vary between individuals.

To the extent permitted by law, Whiffy is not responsible for minor differences that do not affect a product’s essential characteristics or legal compliance. Nothing in these terms excludes any liability or consumer guarantee that cannot lawfully be excluded or limited.

8. Changes to These Terms

We may update these Terms and Conditions from time to time. The current version published on this page will apply to your use of the website from the time it is posted, subject to any legal requirements and any terms already agreed for an existing order.