Free NZ delivery on orders over $20030-day returns on eligible ordersTracked delivery on every order
Nothing in these Terms of Service limits or excludes your rights under the Consumer Guarantees Act 1993, the Fair Trading Act 1986, or any other applicable New Zealand consumer protection legislation. If there is any conflict between these terms and your statutory rights, your statutory rights take precedence. consumerprotection.govt.nz
MUSE NZ operates the website at www.musenz.com. Throughout these terms, "we," "us," and "our" refer to MUSE NZ. "You" refers to anyone using our website or purchasing from us.
By accessing or using our website, or by placing an order with us, you agree to these Terms of Service. Please read them before you buy. If you do not agree, do not use our website or place an order.
We may update these terms from time to time. The version published on this page is always the current version. Continued use of our website after any change means you accept the updated terms.
You must be at least 18 years old to place an order, or have the consent of a parent or guardian.
All products sold by MUSE NZ are Unauthorized Authentic (UA). This means they are manufactured using the same materials and construction methods as officially licensed retail versions, but are produced and sold without official brand authorisation or licensing agreements.
UA products are not officially endorsed or approved by the relevant brand owners. We are transparent about this. By purchasing from MUSE NZ you acknowledge that our products are not officially licensed or authorised by the relevant brand.
We quality-check every item before dispatch from our Auckland workspace. If an item does not meet our quality standards, it does not ship.
Product photography: All photos on our website are taken by us, on an iPhone, of the actual physical product. We do not use studio renders, stock imagery, edited photos, or any form of image enhancement. Every photo shows the real item you will receive. Colours may appear slightly different depending on your screen's brightness and colour profile, but the product itself is what you see.
When you place an order, you are making an offer to purchase. We reserve the right to accept or decline any order at our discretion, including if an item becomes unavailable after your order is placed. If we decline your order, we will refund any payment taken.
All payments are processed securely through Stripe. We accept Visa, Mastercard, American Express, Apple Pay, Google Pay, Afterpay, and Klarna. Payment is taken at the time of ordering. Afterpay and Klarna transactions are subject to their own terms and eligibility requirements.
You agree to provide accurate and complete information at checkout, including your email address and delivery address. If any information you provide is incorrect and this causes a problem with your order, we are not responsible for the resulting delay or loss.
We reserve the right to limit or refuse orders that appear to be placed for commercial resale or by automated systems.
All prices are listed in New Zealand Dollars (NZD) and include GST at 15%. Prices are subject to change without notice. The price at the time you complete your checkout is the price you pay.
Where we show a crossed-out retail price (RRP), this represents the price typically charged at licensed retail outlets. These comparisons are made in good faith based on publicly available retail pricing. MUSE NZ does not guarantee the accuracy of third-party retail prices.
Free shipping thresholds and promotional pricing are applied at checkout and are subject to the conditions stated at the time of the promotion.
We ship within New Zealand only. All orders are dispatched from Auckland via NZ Post and are fully tracked.
NZ Stock items are dispatched within 1-3 business days. Standard Delivery items are sourced from our overseas warehouse and typically arrive within 13-16 business days from the date of order.
Delivery estimates are not guarantees. Delays can occur due to circumstances outside our control, including courier delays, customs clearance, or peak periods. We will always communicate proactively if we become aware of a significant delay.
Risk and title in the goods passes to you when the order is dispatched from our warehouse. Once NZ Post tracking shows a parcel as delivered to your address, responsibility for the goods has passed to you.
For Standard Delivery orders, no additional customs charges or import duties apply for New Zealand buyers. We manage these as part of the fulfilment process.
You may request a return or size exchange within 7 business days of receiving your order. Items must be in brand-new, unworn condition with the original box undamaged and all accessories present.
To start a return, email support@musenz.com with your order number, the item, and your reason. We will send you a prepaid NZ Post return label. Return shipping is at no cost to you.
Refunds are processed within 3-5 business days of receiving and inspecting the returned item, back to the original payment method. For exchanges where the replacement item is in our NZ Stock, dispatch is prompt. Where the replacement must come from our overseas warehouse, there is an additional 13-16 business day lead time.
In addition to this policy, your rights under the Consumer Guarantees Act 1993 apply at all times. See Section 7 below.
Under the Consumer Guarantees Act 1993 (CGA), all products we sell come with the following guarantees by law:
If a product we supply does not meet these guarantees, you are entitled to a remedy. For a minor failure, we will repair or replace the item. For a significant failure, you may reject the goods and choose between a refund or replacement.
These rights cannot be excluded or limited by these terms. Nothing in our Terms of Service affects your rights under the CGA or the Fair Trading Act 1986.
To the fullest extent permitted by New Zealand law, MUSE NZ's liability to you for any claim arising from your use of our website or any products purchased is limited to the amount you paid for the relevant order.
We are not liable for any indirect, incidental, or consequential losses arising from your use of our products or website, except where such liability cannot be excluded under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.
We are not responsible for delays or failures caused by events outside our control, including courier delays, customs processing, natural disasters, or technical outages affecting third-party platforms.
Our website may contain links to third-party websites. We are not responsible for the content, accuracy, or practices of those websites.
By using our website, you agree to:
We reserve the right to refuse service, cancel orders, or ban accounts at our discretion where we reasonably believe these responsibilities have been violated.
The content on our website, including text, photography, design, logos, and the MUSE NZ brand identity, belongs to us. You may not reproduce, distribute, or use any of our content without prior written permission.
We acknowledge that the brand names and trademarks associated with the products we sell (Nike, New Balance, The North Face, Birkenstock, and others) belong to their respective owners. MUSE NZ is not affiliated with, endorsed by, or connected to any of these brands. Our use of brand names is solely for the purpose of accurately describing the products we sell.
These Terms of Service are governed by and construed in accordance with the laws of New Zealand. Any disputes arising from these terms or from your use of our website or purchase of our products will be subject to the exclusive jurisdiction of the New Zealand courts.
If any provision of these terms is found to be unlawful, void, or unenforceable, that provision will be severed from the rest, which will remain in full force.
We may update these Terms of Service at any time. The updated version will be published on this page with a revised "last updated" date. Your continued use of our website or placement of a new order after any change constitutes your acceptance of the updated terms.
If we make a material change that affects your existing orders, we will notify you by email where possible.
Questions about these terms? Email us at support@musenz.com. We are based in Auckland, New Zealand, and aim to reply within 12-24 business hours.
If you have a complaint about a product or your experience with MUSE NZ that we have not resolved, you can also contact the Commerce Commission NZ or the Disputes Tribunal.
