WEBSITE SALE TERMS & CONDITIONS

Last updated: September 2026

These Terms & Conditions apply to all purchases made through the Tora Collective website: https://toracollective.co.nz

By placing an order with Tora Collective, you acknowledge that you have read and agreed to these Terms & Conditions.

1. ABOUT TORA COLLECTIVE

Tora Collective harvests wild kaimoana to order from the Tora Coast, New Zealand.

Because we work with wild seafood and changing ocean conditions, product availability, catch dates, delivery windows and exact sizes cannot always be guaranteed.

We always do our best to fulfil orders as requested and communicate any changes as early as possible.

2. ORDERING

  • Orders are subject to availability, weather conditions and catch success.

  • We reserve the right to accept, decline, amend or cancel orders where necessary.

  • Prices are listed in New Zealand Dollars and include GST unless otherwise stated.

  • Freight charges are calculated separately at checkout.

  • Payment must be made in full at the time of ordering.

3. CATCH DATES & DELIVERY

Customers may select a confirmed catch day for the coming week at checkout, or place an order for a future week, up to four weeks in advance. Where a future week is selected, the order will be allocated to the most appropriate catch once that week's Fishing Forecast is confirmed each Friday.

All catch dates and delivery dates are estimates only and may change due to:

  • weather conditions

  • ocean conditions

  • catch success

  • courier disruptions

  • operational requirements outside our control

If we are unable to supply an order as planned, customers may choose to:

  • reschedule their order

  • receive a refund

During peak seasonal periods, including Christmas, delivery dates, catch dates and exact product sizes cannot be guaranteed.

Where requested sizes are unavailable, Tora Collective may substitute the nearest available size grade and refund or charge the difference accordingly.

3A. CHRISTMAS PRE-ORDERS 2026

Christmas pre-orders open at 4pm on Friday 20 November 2026 and close at 4pm on Friday 18 December 2026. They are the exception to the four-weeks-in-advance rule in section 3. You choose a two-day delivery window: Tue 22 or Wed 23 December, or Wed 23 or Thu 24 December. Your order can arrive on either day in your window. We will confirm your exact day by email by Sunday 20 December 2026.

Someone needs to be able to receive and refrigerate your order on both days in your window, or you can authorise Authority to Leave (see section 6).

Christmas orders go by overnight courier to urban addresses. If your address is rural, use your nearest NZ Couriers depot or collection point (see section 5).

We harvest to order and can't fish or deliver in unsafe weather. If we can't deliver within your window, we'll tell you as early as we can and you can choose either (a) delivery on the next day we can safely fish and deliver, or (b) a full refund.

You can change or cancel a Christmas order for a full refund until orders close. After that we have started planning the catch, so we can't accept changes or cancellations, except where we can't deliver as set out above.

CHRISTMAS PACKS.
Packs are made up of the items and size grades listed. If a size grade isn't available, we'll substitute the nearest size. If it's larger we won't charge extra. If it's smaller we'll refund the difference.

4. PRODUCT GRADING & WEIGHTS

Seafood is graded and weighed upon landing and packing using MPI-approved certified scales.

Product sizes listed on our website refer to grading categories rather than exact individual weights. A grading tolerance of approximately ±50g applies to listed size categories at the time of landing and packing.

For example:

  • a 650g grade product may fall within an approximate 600–700g landed weight range

  • a 750g grade product may fall within an approximate 700–800g landed weight range

Customers acknowledge that live seafood naturally loses moisture and water weight during transit, meaning arrival weights may differ from dispatch weights.

Invoice and packed weights recorded by Tora Collective at the time of dispatch are considered the official weights for sale purposes.

5. DELIVERY ADDRESSES

We strongly recommend using urban delivery addresses.

Customers are responsible for checking whether their delivery address is classified as urban or rural using the NZ Couriers address checker prior to placing an order.

If an address is classified as rural, we strongly recommend using the address of your nearest NZ Couriers depot or collection agent to reduce the risk of delivery delays and perishability.

Customers can check their address classification and nearest depot here: https://nzcouriers.co.nz/tools/check-an-address/ and https://www.nzcextras.co.nz/nearestlocation/

Rural deliveries may take longer than overnight delivery and carry increased risk of delays and product perishability.

If a customer chooses to use a rural delivery address, all transit risk transfers to the customer once the order has been dispatched.

Tora Collective is not responsible for delays, deterioration or perishability resulting from rural delivery services or delivery timeframes exceeding one day to rural addresses.

6. RECEIVING YOUR ORDER

Deliveries are generally made between 7am–6pm unless otherwise advised.

Someone must be available to receive and inspect the delivery upon arrival.

Customers are responsible for:

  • promptly refrigerating seafood upon delivery

  • checking the condition of the order immediately

  • ensuring someone is available at the delivery address during delivery hours

If a customer authorises an unattended delivery or Authority To Leave (ATL), all responsibility and risk transfers to the customer once the order has been delivered to the nominated address.

Tora Collective is not responsible for spoilage, perishability or deterioration where:

  • products are left unattended

  • nobody is available to receive the order

  • the product is not refrigerated promptly after delivery

GIFT ORDERS
If you're sending an order to someone else, please make sure they know their delivery window and can receive and refrigerate it promptly. The recipient can report any issue under section 7 for you, using the order number.

7. INSPECTION & CLAIMS

Customers must inspect all seafood immediately upon delivery.

Any issues, shortages, damage or perishability claims must:

  • be reported as soon as possible after delivery and no later than 2 hours after delivery

Claims must include:

  • clear video evidence

  • timestamped images/videos of damage where possible

  • order details

  • video call evidence if requested by Tora Collective

Failure to notify Tora Collective within the required timeframe may result in the claim being declined.

Tora Collective reserves the right to decline claims where sufficient evidence is not provided or where claim conditions have not been met.

Where a verified courier or delivery issue has caused product perishability, Tora Collective may, at its discretion:

  • replace the affected product

  • provide store credit

  • provide partial or full refund

Refunds will not be provided for minor weight discrepancies outside of the agreed grading tolerances.

8. FOOD SAFETY

Wild seafood is a natural product. Despite our best handling, an occasional item can arrive in poor condition.

Customers must not consume seafood that:

  • is dead

  • spoiled

  • has an unusual smell or appearance

  • appears unsafe to eat

If customers have concerns about product condition, they must contact Tora Collective immediately before consuming the product.

9. PACKAGING

Tora Collective uses environmentally conscious packaging wherever possible.

Packaging may include:

  • seawater ice packs

  • natural seaweed insulation

  • wool insulation

  • compostable or recyclable packaging materials

Seaweed included in packaging is not intended for consumption.

10. PRODUCT AVAILABILITY

As wild seafood is subject to weather, ocean conditions and catch success:

  • some products may become unavailable

  • catch quantities may vary

  • supply may occasionally be reduced

Tora Collective reserves the right to amend or cancel orders where necessary.

11. CANCELLATIONS

Orders may be cancelled, amended or refunded up until 3pm the day before your scheduled catch.

Due to the perishable nature of seafood products, cancellations or amendments requested after this time may not be accepted, as harvesting will have already commenced.

12. RETURNS

Due to food safety requirements and the perishable nature of seafood, returns are not accepted.

Any approved refunds, replacements or credits remain at the discretion of Tora Collective.

MERCHANDISE

Clothing and other non-food items ship separately from seafood orders and are not covered by the perishable-goods rules in sections 5 to 8 and 12. Order by December 18 for delivery before Christmas. If the size is wrong, contact us within 14 days of receiving it and we'll exchange it for another size, subject to stock, if it's unworn and unwashed with tags attached. You will need to cover postage cost for exchanges.

13. CONSUMER GUARANTEES ACT

Nothing in these Terms limits rights available to consumers under the Consumer Guarantees Act 1993, Fair Trading Act 1986 or other applicable New Zealand consumer laws.

14. LIMITATION OF LIABILITY

To the maximum extent permitted by New Zealand law:

  • Tora Collective's liability is limited to the value of the goods supplied

  • Tora Collective is not liable for indirect, consequential or business losses including loss of profit, revenue or reputation

15. FORCE MAJEURE

Tora Collective is not liable for delays, interruptions or failure to perform obligations due to events beyond our reasonable control including:

  • weather events

  • ocean conditions

  • courier disruptions

  • natural disasters

  • labour shortages

  • pandemics

  • equipment failure

16. PRIVACY

Tora Collective may collect and store customer information for:

  • order fulfilment

  • customer communication

  • marketing communications

  • operational administration

Information is handled in accordance with New Zealand privacy laws.

17. MARKETING COMMUNICATIONS

By placing an order or joining our mailing list, customers may receive:

  • fishing plan updates

  • seasonal product releases

  • operational updates

  • promotional emails

Customers may unsubscribe at any time.

18. CHANGES TO TERMS

Tora Collective may update these Terms & Conditions at any time.

Updated terms will apply from the date published on our website.

19. GOVERNING LAW

These Terms & Conditions are governed by the laws of New Zealand.

Any disputes will be subject to the jurisdiction of the New Zealand courts.

For any questions regarding these Terms & Conditions, please contact: kiaora@toracollective.co.nz