General

Information you must tell customers Ngā mōhiohio me mātua whakapuaki ki ngā kiritaki

In association with
Whether you sell online or in person, you must tell customers important information about your products or services, and how you conduct your business.

Display important information

Who should include this 

All business and self-employed sellers should include these.

Examples of details to include 

Phone, fax, email and street address (not just a PO box number).

Who should include this 

All business and self-employed sellers should include these.

Examples of details to include 

Some examples are:

  • delivery costs – if it's free, say so
  • call-out fees.  

Who should include this 

All business and self-employed sellers should include this.

Examples of details to include 

Customers can ask for returns, exchanges or refunds. Remember you must meet requirements under the Consumer Guarantees Act.

Who should include this 

All business and self-employed sellers should include this.

Examples of details to include 

Some examples are:

  • how customers can complain – for example, in person or by sending an email
  • dispute resolution scheme if your industry requires it – for example, vehicle traders or financial advisors.

Who should include this

If customers buy via your website, you should include these.

 

Examples of what to include

Some examples are:

  • the currency that prices are displayed in
  • how you keep payments secure – for example, SSL (Secure Sockets Layer) certificate for your website
  • any conditions on purchases – for example, parental approval if a child is the buyer
  • which country's law applies to sales – yours, or buyer's if outside New Zealand.

Who should include this 

You should include this if your website collects customers' personal information – for example, via cookies.

Examples of details to include 

Some examples are:

  • what's being collected – for example, name, contact details, billing information
  • how and why you collect it
  • how long you will store it
  • if you plan to share it
  • how customers can see and correct their information
  • how to contact you.

Understanding consumer laws

Clear and legal sales agreements

Contracts and sales or service agreements must be fair to both sides: the buyer and the seller.

Your business is probably both selling to customers and buying from suppliers.

  • Sellers: avoid complex technical or legal jargon.
  • Buyers: make sure you understand the terms, and ask for an explanation and rewrite if needed.

You must use plain language.

The terms must also respect the rights and responsibilities of the buyer and the seller. Both must be able to decide:

  • on any changes to important terms
  • if terms have been breached
  • if the contract should be terminated.
Unfair contract termsCommerce Commission

What to put in sales agreements

This table shows the main things you should include in your sales agreement or contract. You don’t need to put in writing any conditions that are legal requirements – for example, goods will be of acceptable quality (Consumer Guarantees Act), or customers will be treated equally (Human Rights Act).

What to include What it means

 

Who's involved
  • Customers name and contact details
  • Your details, including phone, fax, email and street address (not just a PO box number).

 

Price
  • Sum to pay
  • Any breakdowns - for example, total + GST = sum to pay
  • Payment terms - for example, due date.

 

Brief description
  • Products - this might include make, model and serial number
  • Services - what will be done, where and any materials used.

 

Delivery details for products
  • Cost of delivery or postage and packaging - if it's free, say so
  • Timeframes - for example, within five working days or by a certain date.

 

Timeframes for services
  • Planned start date
  • How long it's expected to take.

 

Terms and conditions
  • Due date for payment
  • For products, this might include details about spare parts or any contingencies
  • For services, this might include liability insurance.

 

 

Terms and conditions when dealing with other businesses
  • Contract out of the Consumer Guarantees Act (CGA) if selling consumer products to another business - if it's not in writing, the CGA applies
  • You don't have to contract out - some businesses choose to offer remedies or promises above what's required by law

Customer requests
  • Useful to include if they want you to use or do something - for example, a cheaper type of paint.

 

Contracts and sales agreementsConsumer Protection

Guide to avoid spamming customers

  1. Step01

    Message people who've given permission

    Send marketing emails or messages only to people who’ve agreed to hear from you. This could be through a newsletter sign-up, a request for a quote, or another clear opt-in.

  2. Step02

    Make it clear who you are

    Every message should clearly show it’s from your business. Include your business name and contact details so people know who’s getting in touch and how to reach you.

  3. Step03

    Make opting out easy

    Always include a simple way for people to stop receiving messages — like an unsubscribe link or an email address they can contact to opt out. This helps you stay compliant and builds trust.

    Spam information for businessesDepartment of Internal Affairs

Types of emails you can send customers

These types of emails and other messages are fine to send your customers:

  • Replies if a customer asks for a quote or estimate.
  • Confirming a sale the customer has agreed to.
  • Progress reports on a current sale – for example, confirming dispatch of their order.
  • Information about warranties, product recalls, and any safety or security concerns about a product or service bought by the customer.
  • Information about the customer’s existing subscription, membership, account, loan or other ongoing relationship.

LAST REVIEWED: 11th July 2025

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