Vendor Standards Policy

To ensure Buyers and Sellers have the best experience with NZ.OnlineArtDirect.com, we have created these expectations and standards for Vendors, their stores and their products. 

NZ.OnlineArtDirect.com reserves the right to request that sellers provide additional information or take other steps to meet compliance obligations. Failure to comply with this policy or our requests may result in a variety of consequences, including, but not limited to, removal of product listings, your payment being forfeited or your NZ.OnlineArtDirect.com store being closed. We reserve the right to suspend or remove any product listing or store for any reason at any time, at our sole discretion, without notice or liability.

NZ.OnlineArtDirect.com reserves its right to change this policy at any time. Unless stated otherwise, any change takes effect immediately. You are responsible for ensuring you are familiar with the latest policy. By using NZ.OnlineArtDirect.com after this policy has been updated, you agree to be bound by the changed policy. 

Appealing our decision

If your product listing or store has been suspended or removed for violating our policies and you feel it was a mistake, you can request a review by contacting us on [email protected]

Report a listing

If you see something on NZ.OnlineArtDirect.com that appears to violate this policy, you can report it to us by contacting: [email protected]

Who can use NZ.OnlineArtDirect.com? 

To join NZ.OnlineArtDirect.com:

  1. Vendors must be living in New Zealand
  2. Products must be dispatched from a New Zealand address
  3. Vendors must adhere to our Vendor Standards Policy
  4. Sellers must adhere to our Terms & Conditions – Vendor

New Zealand laws and regulations

Vendors must ensure that any products listed on NZ.OnlineArtDirect.com abide with all New Zealand laws. This includes, but is not limited to:

  1. Being a Vendor on NZ.OnlineArtDirect.com means you must meet the requirements of and not violate Consumer Guarantees Act. 
  2. Products on NZ.OnlineArtDirect.com subject to product safety standards must meet the required safety standards and certifications. Further information about product safety standards and consumer information standards can be found here.
  3. Products on NZ.OnlineArtDirect.com may not promote the buying or selling of alcohol. Further information about the Sale and Supply of Alcohol Act 2012 can be found here.
  4. Products may not contain content that infringes upon or violates the intellectual property rights of any third party, including copyright or trademark. Further information can be found in our Intellectual Property Policy.
  5. Electrical items must be safe, compliant and meet safety approval or certification. Read more about Energy Safety and safe electrical products.
  6. Listings may not promote the sale or buying of plants that are on The National Pest Plant Accord, which can be found at Protect New Zealand.
  7. GST must be charged, where applicable, if you are GST registered.

Product Standards

Products must comply with the following requirements and standards: 

  1. The Product title must be true and accurate
  2. Product titles or Product descriptions must not contain all or part capital letters. For example, ART print or ART PRINT.
  3. Only use the fonts, colours and characters we provide. Do not use stylish fonts, special characters, colours. emojis or formats not provided by NZ.OnlineArtDirect.com. All text should be in the colour black. If you copy and paste information from your website, please ensure you clear the formatting before adding it to NZ.OnlineArtDirect.com. 
  4. Do not share, add or mention external URLs such as websites, social media channels, email addresses or any other URLs that direct the buyer or sale outside of NZ.OnlineArtDirect.com in Product descriptions, Product images, via the internal messaging system or in any correspondence with the buyer. 
  5. You must have a minimum of 20 words in the Description. The information you put here is important as it helps your products be found via search engines.
  6. Do not add images in the Product descriptions.
  7. The main image for every Product must be square. For best results, we recommend your image measures 1000 x 1000 pixels.
  8. If your product is considered R18 or offensive, replace your first image with a ‘Warning R18 listing’ image.
  9. All products must be assigned to a minimum of one category. Do not place your Product in a category that is not relevant.
  10. Product tags can be added to each product. Do not use tags that do not relate to your product.
  11. All products must be available for purchase. This is defined as having an “Add to Cart” button. Products not available for purchase (sold out or only has the ability to Ask a Question) are at risk of removal. 
  12. Products that are sold out and will not be restocked must be removed within 7 days.
  13. Products that are sold out and will be restocked must be moved to drafts or unpublished within 48 hours and only made live once more stock is available.
  14. Do not archive products. These are regularly scheduled for deletion. 

Vendor Store Standards

Vendor Stores must comply with the following requirements and standards: 

  1. You are required to use legally accurate information and keep your details up to date.
  2. Your Store name must match your Store slug.
  3. You must display a Store logo or Photo. For best results, we recommend 360 x 360 pixels.
  4. You must display a Store banner. For best results, we recommend 625 x 300 pixels. 
  5. Your About page and Policy page must not contain all or part capital letters.
  6. Only use the fonts, colours and characters we provide. Do not use stylish fonts, special characters, colours. emojis or formats not provided by NZ.OnlineArtDirect.com. All text should be in the colour black. If you copy and paste information from your website, please ensure you clear the formatting before adding it to NZ.OnlineArtDirect.com. 
  7. Do not share, add or mention external URLs such as websites, social media channels, email addresses or any other URLs that direct the buyer or sale outside of NZ.OnlineArtDirect.com in Vendor Store names, Store slugs, Store logos, Store banners, About page, Policy page via the internal messaging system or in any correspondence with the buyer. 
  8. External URLs for social channels (Facebook, Twitter, Instagram, and Pinterest) are only allowed in the social media section of your Vendor Store. However do not encourage buyers to purchase your products via these URLs.
  9. A minimum of 25 words is required for the About page. Videos are prohibited, but images are allowed on this page, but it must not share, add or mention external URLs. 
  10. Do not put your Vendor Store in Vacation Mode for no more than 21 consecutive days. If you need an exemption, please contact [email protected]
  11. You must have a minimum of one product available for purchase within any given two week period.
  12. You must provide and display your Refund Policy and Shipping Policy. It must contain a minimum of 20 words per policy. See below for templates.

A Refund policy or Shipping policy should be relatively straightforward and does not need to be a legal document.

A Refund policy should answer the following questions:

  • Do you accept refunds?
  • How do they work?
  • Do you accept cancellations?
  • How do they work?
  • Do you accept exchanges?
  • How do they work?
  • Do you accept returns?
  • How do they work?
  • How long does the customer have to return the item?
  • In what condition can items be returned?
  • What must be included when returning items?
  • Original packaging? Receipt?
  • Who will pay for shipping to return items?
  • Will a refund be issued, and if so, how much and what type (e.g. gift voucher or refund)?
  • Do you accept returns or refunds for sale items?

A Shipping policy should answer the following questions:

  • What is your Shipping information?
  • What is your order processing time?
  • Do you offer domestic and international shipping options?
  • What are your shipping costs?
  • Do you offer local pick up?
  • Is there a charge?
  • Any potential service interruptions? E.g COVID-19 delays

Orders and Shipping Standards

  1. If you are experiencing stock issues or delays, you are expected to inform the buyer in a timely manner
  2. Once an order is showing as paid in your Orders, it should be processed. Do not wait for the payment to show in your bank account before processing an order.
  3. Fulfilment and dispatching steps must be updated in a timely manner. This is to ensure that the buyer receives our auto-generated “Your Order Has Been Received” and “Your Order is Complete” emails.
  4. If you require additional information from the buyer, you are expected to contact the buyer via the email provided in their order. Under no circumstances should buyers be phoned, unless we’ve granted you permission to do so or if the buyer has requested this.

Messages and emails from NZ.OnlineArtDirect.com

  1. We send important updates to your Vendor Manager, which will occasionally require action from you. It’s expected that you read all correspondence from NZ.OnlineArtDirect.com and carry out any requests in a timely manner. 

Internal Messaging system

  1. NZ.OnlineArtDirect.com provides buyers and sellers the opportunity to use our message system to communicate with buyers and sellers. Our internal messaging system must not be used to send rude, illegal or offensive content or to direct the buyer or sale outside of NZ.OnlineArtDirect.com.

Promoting your Store

  1. It is your responsibility to promote your products and vendor store. 

Complaints and disputes

  1. If a customer is dissatisfied, we expect Vendors to resolve the issue to a satisfactory standard and in a respectful and timely manner, regardless of the tone of the buyer’s communication
  2. If a refund is required or you need support to resolve the dispute, please contact [email protected]
  3. In the event that a complaint or dispute is sent to [email protected], we will pass this on to you and allow 48 hours for you to respond. Failure to meet this deadline, or provide a satisfactory response, may result in a variety of consequences including, but not limited to, a partial or full refund to the customer from your Stripe-connect balance. We reserve our right to act in the best interests of preserving the reputation of NZ.OnlineArtDirect.com.

Stripe-Connect account

  1. You are required to keep your Stripe-Connect account connected to your NZ.OnlineArtDirect.com Vendor Store at all times and you must promptly update your information, as required, so that it remains true, current and complete.

Closing your NZ.OnlineArtDirect.com store and account

  1. If you want to close your NZ.OnlineArtDirect.com Vendor Store and Account, you must first delete all of your Product listings from your Vendor Store and disconnect your Stripe-connect account within your Settings. Once completed, please email [email protected] to request closure of your vendor store. 
  2. Not paying or missing your NZ.OnlineArtDirect.com subscription does not close your NZ.OnlineArtDirect.com account.