Terms of service

Stone & Stem – Terms of Service

Last updated: August 2026

Welcome to Stone & Stem.

Stone & Stem is a New Zealand online and market-based business located in Hokitika, West Coast, New Zealand, specialising in crystals, plants, botanical products, gifts and related items.

These Terms of Service apply when you access our website or purchase products from Stone & Stem. By using our website or placing an order with us, you agree to these terms.

Nothing within these Terms of Service is intended to exclude, restrict or modify any rights you may have under applicable New Zealand law, including the Consumer Guarantees Act 1993 and Fair Trading Act 1986.

1. Products

We take reasonable care to ensure our product descriptions, photographs, prices and other information are as accurate as possible.

As many Stone & Stem products are natural or living products, some variation is expected.

Crystals and minerals may naturally vary in colour, size, shape, pattern, clarity, texture and inclusions.

Plants may naturally vary in size, shape, colour, foliage, growth and appearance.

These natural variations make each product unique and are not necessarily considered faults or defects.

Where a photograph is representative and you may not receive the exact item pictured, we will endeavour to make this clear within the product description.

2. Product Availability

All products are subject to availability.

As Stone & Stem sells both online and at markets, occasionally an item may sell through another sales channel before our online stock levels can be updated.

If an item becomes unavailable after you have placed an order, we will contact you as soon as reasonably possible to discuss an appropriate alternative or arrange a refund for the unavailable item.

3. Prices & Payments

Unless otherwise stated, prices displayed on our website are in New Zealand Dollars (NZD).

Applicable shipping or delivery charges will be displayed separately during the ordering process.

Payment must be successfully completed using one of the payment methods available through our website before an order can be processed.

We reserve the right to correct genuine pricing, product-description or listing errors.

If an error affects an order you have already placed, we will contact you before proceeding wherever reasonably possible.

4. Orders

When placing an order, you are responsible for ensuring the information you provide is complete and accurate, including your name, contact details and delivery address.

Once an order has been dispatched, we may not be able to change or redirect the delivery address.

Stone & Stem reserves the right to decline or cancel an order where reasonably necessary, including where:

A product is unavailable
An obvious pricing or listing error has occurred
Payment cannot be successfully processed
We reasonably suspect fraudulent or unauthorised activity
We cannot legally supply or deliver the requested product

Where payment has already been received for an order that we subsequently cancel, an appropriate refund will be arranged.

5. Shipping & Delivery

We aim to prepare, pack and dispatch orders as quickly as reasonably possible.

Our courier service generally operates an overnight service; however, overnight delivery cannot be guaranteed.

Courier delays, severe weather, public holidays, high parcel volumes and other circumstances outside our direct control may affect delivery.

Please allow approximately 3–5 working days following dispatch for delivery. Rural addresses may require additional time.

Please refer to our separate Shipping Policy for further information.

6. Damaged, Faulty or Incorrect Products

Stone & Stem takes great care when preparing and packaging orders.

If your order arrives damaged, faulty, significantly different from its description, or you receive an incorrect product, please contact us as soon as reasonably possible.

We may ask you to provide photographs of the item, parcel and packaging to help us assess what has occurred and, where appropriate, make a claim with the courier provider.

Any remedies available to you will be provided in accordance with applicable New Zealand consumer law.

7. Returns, Refunds & Change of Mind

Your rights regarding faulty or non-compliant products are protected under applicable New Zealand consumer law.

Stone & Stem is not generally required to provide a refund or exchange simply because you have changed your mind.

Please refer to our separate Returns & Refunds Policy for further information.

Nothing in our returns policy or these Terms of Service limits any statutory rights that cannot legally be excluded.

8. Live Plants

Plants are living products and naturally change over time.

We take reasonable care to ensure plants are healthy and appropriately prepared when supplied.

Once a plant has been delivered, its ongoing health may be affected by factors outside Stone & Stem's control, including watering, lighting, temperature, humidity, soil, repotting, fertiliser, pest exposure and general care.

Any plant-care information supplied by Stone & Stem is intended as general guidance only.

This section does not limit your rights under applicable New Zealand consumer law if a plant is faulty or does not meet applicable consumer guarantees at the time it is supplied.

9. International Orders

Due to international biosecurity, customs and import restrictions, Stone & Stem does not ship plants, soil or other living organisms overseas.

Where international shipping is offered for eligible non-living products, customers are responsible for checking whether those products may legally be imported into their destination country.

International customers may also be responsible for applicable customs charges, duties, taxes or other import-related fees.

10. Crystals & Natural Products

Crystals, minerals and similar products are naturally occurring materials.

Natural variations, inclusions, markings, cavities, patterns and irregularities may occur and are part of the individual character of these products.

Any information provided by Stone & Stem regarding the traditional, spiritual, metaphysical or energetic properties of crystals is provided for general interest and entertainment purposes only.

Such information is not medical or healthcare advice and should not be used as a substitute for professional diagnosis, treatment or advice from an appropriately qualified healthcare professional.

11. Website Information

We aim to keep our website accurate and up to date. However, occasional errors or interruptions may occur.

We may update, modify or remove website content, products, prices or services when reasonably required.

12. Intellectual Property

Unless otherwise stated, Stone & Stem's original photographs, branding, logo, graphics, written content and other original materials remain the property of Stone & Stem.

Our content may not be copied, reproduced, distributed or used commercially without prior permission, except where permitted by law.

13. Privacy

We respect your privacy and handle personal information in accordance with applicable New Zealand privacy requirements.

Please refer to our separate Privacy Policy for information about how we collect, use, store and disclose personal information.

14. Promotions & Discount Codes

Promotional offers and discount codes may be subject to additional terms displayed with the relevant promotion.

Unless otherwise stated, promotional codes cannot be exchanged for cash and may be subject to expiry dates, product exclusions or availability.

We reserve the right to correct genuine promotional errors and to refuse the misuse of promotional codes.

15. Liability

To the extent permitted by New Zealand law, Stone & Stem is not responsible for losses arising from circumstances outside our reasonable control.

Nothing in these Terms of Service excludes, restricts or modifies any rights, guarantees or remedies that cannot lawfully be excluded under New Zealand legislation.