Policies & Warranty
Payment Policy
All prices are shown in NZ dollars and include GST.
All orders are shipped from New Zealand.
International orders may be subject to local taxes or duties, Modscene is not responsible for and has no control over these charges.
We accept Visa and Mastercard credit card payments via our online stores payment portal.
We also accept direct credit to our bank account in New Zealand only. If your payment is not received within 14 days of your order date, your order will be cancelled. Goods will only be shipped once payment has been received in full.
Delivery Policy
Modscene will deliver your order via courier or freight company to your specified address entered at checkout.
Deliveries are normally between the hours of 8.00am – 5.00pm during weekdays.
Urgent freight requests, private deliveries, deliveries to rural and remote areas may incur an additional delivery charge. Please enquire prior to placing an order. Delivery charges on the website are to ground level and easily accessible locations using a flat deck truck. Deliveries to commercial or business premises are to a loading zone only. We do not offer unpacking services on arrival to site. Deliveries that require lifting on site or to non-ground level locations will require additional charges. Please check what these will be before placing your order.
Freight prices on the website are to mainland New Zealand only(North and South Islands). If you are placing an order from an offshore Island such as Great Barrier or Waiheke Island, please call or email us to check the delivery fees as the fees online won't be accurate for your location. We reserve the right to charge extra fees for any offshore deliveries, and/or to cancel your order if you aren't willing to pay these extra fees.
If your order is via track and trace courier it will need to be signed for. Please make sure there is someone at the specified address to sign for the package. A card to call will be left if there is no one to sign for the delivery.
If your order is lost in transit or arrives with visible freight damage, please notify us as soon as reasonably possible so we can investigate with the freight carrier.
Freight acceptance Policy
We recommend inspecting your delivery before signing for it. If visible freight damage is present, please note "Damaged" on the freight documentation and notify Modscene immediately.
If freight damage becomes apparent after delivery, you must notify Modscene within 48 hours of receiving your order, together with photographs of the packaging and the damaged product. This enables us to lodge a claim with our freight carrier within the required timeframe.
Customers should retain the original packaging until the claim has been assessed and provide photographs of the packaging, freight label and damaged product upon request.
Where freight damage is not reported within 48 hours, Modscene may be unable to recover costs from the freight carrier and reserves the right to decline claims where the delay has prejudiced our ability to investigate or pursue the claim.
Manufacturing Defects
Every Modscene product is carefully inspected before dispatch. If you believe your product has a manufacturing defect, please notify us as soon as reasonably practicable after delivery, preferably within 48 hours where the defect is apparent, so we can assess the issue promptly.
If a manufacturing defect is confirmed, Modscene will, at its discretion, repair, replace or otherwise remedy the product in accordance with the Consumer Guarantees Act 1993.
Where inspection of the product is required, Modscene will provide instructions on the appropriate next steps.
Change of Mind
As every Modscene product is individually manufactured to order, each order is produced specifically for the customer. For this reason, we are unable to accept cancellations, returns or exchanges due to change of mind, incorrect selection or incorrect sizing once production has commenced.
MODSCENE LIMITED WARRANTY
Applies to purchases made on or after 30/09/2026
Modscene products are manufactured for long-term performance. Our limited warranty covers defects in materials and workmanship under normal intended use, subject to the periods and conditions below.
This warranty is additional to your rights under New Zealand consumer law.
Warranty periods
Planters — rotational moulded parts
- Residential use: 10 years
- Commercial use: 10 years
Furniture — rotational moulded parts
Includes rotational moulded bodies, shells and bases of Modscene chairs, tables, stools, benches and other furniture.
- Residential use: 10 years
- Commercial use: 2 years
Furniture — all other components and applied finishes
Includes non-rotational moulded tabletops, frames, legs, supports, fittings, hardware and finishes, including powder coating.
- Residential use: 2 years
- Commercial use: 12 months
Arlo pet shelters — rotational moulded bodies
- Residential use: 10 years
- Commercial use: 5 years
Other non-rotational moulded parts and accessories
Includes components supplied by Modscene for planters and pet shelters, and separately supplied accessories. Furniture components remain subject to the furniture periods above.
- Residential use: 2 years
- Commercial use: 12 months
All periods run from the original date of purchase. Where a product contains different components, the applicable warranty period applies separately to each component. Applied finishes are covered for their specified period, even where the underlying component has a longer warranty.
Residential and commercial use
Residential use means private domestic use within a household, including a long-term residential rental home.
Commercial use includes cafés, restaurants, bars, hotels, holiday accommodation, workplaces, retail premises, schools, public facilities, communal areas, hire operations and other business or institutional settings. Use by councils and other government bodies is treated as commercial use.
Where a product is used for both residential and commercial purposes, the commercial warranty period applies. A change of use does not restart the warranty period.
Products must be suitable for and used within their intended application.
Warranty conditions
a) You must be the original purchaser and have purchased the product directly from Modscene or an authorised reseller.
b) Proof of purchase reasonably establishing the product, purchase date and supplier is required. This may include an invoice, order confirmation or other reasonable evidence.
c) The issue must arise within the applicable warranty period and result from defective materials or workmanship, rather than normal wear, damage or another excluded cause.
d) This limited warranty applies to products purchased and used in New Zealand. Products exported from New Zealand are not covered.
e) This limited warranty is not transferable. This condition does not limit any statutory rights held by gift recipients or other persons.
Components supplied by Modscene as part of a Modscene product are covered for their applicable period, even where manufactured by another supplier. Separate third-party products or components not supplied by Modscene are outside the scope of this warranty.
What is covered
This limited warranty covers defects in materials or workmanship under normal intended use.
Covered defects may include cracking, splitting, permanent deformation or component failure where caused by defective materials or manufacture.
Furniture — functional coverage
Furniture components are covered against defects in materials, manufacture or assembly that compromise structural integrity or materially impair their intended function.
This may include defective welds, joints, fixings, supports or mechanisms, subject to the applicable component warranty period.
Frequent commercial use does not, by itself, invalidate the warranty. Normal wear arising from the frequency or intensity of use is not covered.
Furniture — applied finishes
Applied finishes, including powder coating, are covered against premature or abnormal finish failure caused by defective materials, surface preparation or application.
Covered defects may include peeling, blistering, flaking or loss of adhesion attributable to a manufacturing or application defect.
This coverage does not guarantee that a surface will remain unchanged or free from marks during use. Powder coating and other finishes are not scratch-proof, chip-proof or resistant to every chemical, stain or source of heat.
The following are excluded where they cause the damage or deterioration:
a) Impact, abrasion, dragging objects across surfaces, or contact with sharp or abrasive materials.
b) Incorrect handling, assembly or stacking, including placing furniture on other furniture where this causes surface damage.
c) Spills, excessive heat, hot cookware, incompatible chemicals or unsuitable cleaning products.
d) Prolonged moisture trapped beneath objects or non-breathable covers, contrary to supplied care instructions.
e) Failure to clean or maintain the product in accordance with supplied instructions, including deterioration spreading from damaged coating that has not been appropriately addressed.
Scratches, scuffs, dents, chips, burns, stains and changes in surface sheen caused by these conditions or normal wear are not covered.
These exclusions do not exclude an otherwise valid claim for defective materials or workmanship. Normal use within the product’s stated indoor, outdoor or commercial suitability is not, by itself, an excluded cause.
Fading and weathering
Fading is not covered by this limited warranty.
Exposure to sunlight, weather and environmental conditions can change a product’s colour and appearance over time. UV stabilisation does not guarantee colour retention or prevent all fading.
Colour fading, uneven fading, loss of colour intensity and normal surface weathering are excluded from this limited warranty.
These exclusions do not exclude an otherwise valid claim for structural or functional failure caused by defective materials or manufacture. They do not limit your statutory rights.
Rotational moulded surface characteristics
Modscene rotational moulded products are individually moulded and hand finished to a high standard.
As with the rotational moulding process, very minor variations in surface texture or finish may occasionally occur. Minor moulding or finishing marks that do not affect the overall appearance, structural integrity, durability or intended function of the product are not considered defects.
This does not include cracks, holes, significant voids or other manufacturing faults. Products must remain consistent with their description and any agreed sample.
Other exclusions
This limited warranty does not cover:
a) Normal wear and tear.
b) Damage caused by accidental impact, misuse, neglect or vandalism.
c) Damage caused by animals, including biting, scratching or other destructive behaviour.
d) Damage caused by incorrect installation, inadequate support, unstable placement, overloading or use outside the product’s intended purpose.
e) Damage caused by dragging or dropping furniture, standing or sitting on tables, or failing to maintain fittings as instructed.
f) Damage caused by unsuitable plant selection, excessive root growth or root expansion.
g) Damage caused by blocked or inadequate drainage, or use contrary to the product’s drainage requirements.
h) Damage caused by unsuitable cleaning products, chemicals, excessive heat or failure to follow supplied care instructions.
i) Damage caused by alterations, modifications or repairs.
j) Damage caused by fire, flooding, storms, earthquakes or other external events, rather than a defect in the product.
k) Damage caused by agressive root systems.
An alteration or repair does not automatically void the warranty. The exclusion applies only to damage or defects caused by that work.
Making a warranty claim
Contact Modscene at sales@modscene.co.nz or 0800 504 004, or contact the authorised reseller from whom you purchased the product.
Please provide:
a) Proof of purchase.
b) A description of the issue and when it became apparent.
c) Clear photographs of the complete product and affected area.
d) Information about how and where the product has been used and maintained.
Notify us as soon as reasonably practicable after discovering an issue. Stop using the product if continued use could cause injury or further damage.
We may request additional information or an inspection reasonably necessary to assess the claim. Please retain the affected product and contact us before returning it, disposing of it or arranging repairs.
Where a claim is accepted, Modscene will cover reasonable, necessary transport costs agreed with us in advance. If inspection or transport charges may apply to an issue outside warranty coverage, these will be explained and agreed with you before they are incurred.
These procedures do not limit any costs or remedies recoverable under applicable consumer law.
Repairs, replacements and refunds
For an accepted claim, Modscene will repair or replace the affected product or component, or provide a refund, as appropriate.
Subject to your statutory rights, Modscene will determine the appropriate remedy. This may include repairing or refinishing the affected part, or replacing a component, instead of replacing the complete product.
If an identical replacement is unavailable, we may offer a comparable alternative. Any materially different alternative will be agreed with you. Where a full product refund is provided under this limited warranty, it will be based on the original purchase price paid for that product.
Replacement or refinished products and components may vary in colour or finish because of weathering, production variations or discontinued finishes. Subject to your statutory rights, unaffected items will not be replaced solely to achieve an exact match.
Any approved warranty claim will be resolved within a reasonable timeframe, taking into account the nature of the issue, product availability and manufacturing requirements.
A repair or replacement remains covered for the balance of the original limited warranty period. This does not limit any statutory rights applying to the repaired or replacement product.
Other loss or damage
Except where required by law, this limited warranty does not cover indirect, incidental or consequential loss or damage, including loss of income, business interruption or damage to plants, contents, third-party products or surrounding property.
This exclusion does not apply to loss or damage for which Modscene is legally responsible under applicable law.
Your statutory rights
This limited warranty is additional to your rights and remedies under the Consumer Guarantees Act 1993, the Fair Trading Act 1986 and other applicable New Zealand law.
Nothing in this warranty excludes, restricts or modifies rights that cannot lawfully be excluded, restricted or modified.
The stated warranty periods, eligibility conditions and exclusions do not limit the duration or scope of your statutory rights. You may have rights after this limited warranty expires or where an issue is excluded from its coverage.
The residential and commercial classifications in this warranty determine our voluntary warranty coverage only. They do not, by themselves, determine whether the Consumer Guarantees Act applies to your purchase.
Privacy Policy
This privacy policy sets out how Modscene collects, uses and protects any information that you give us when you use this website. Modscene is committed to ensuring that your privacy is protected. The information that we learn from you, our customer, helps us personalize and continually improve the shopping experience at Modscene. Here are the types of information we gather:
Information You Give Us:
We receive and store any information you enter on our web site or give us in any other way. You can choose not to provide certain information, but then you might not be able to take advantage of many of the features. We use the information that you provide for such purposes as responding to your requests, to better understand your needs, customizing future shopping for you, improving our store, providing better service and communicating with you. While all care is taken to offer a secure system we cannot provide a 100% guaranteed secure system. Please note, the information you provide is provided at your own risk.
All data that you enter into UMS is your own and we claim no rights to it. Your data is stored at our highly secure data centers and backed up daily. We will never disclose any of your login information, we recognise this data such as names or contact details as your property, and will not sell or share any such data.
Automatic Information:
We receive and store certain types of information whenever you interact with us. For example, like many web sites, we use cookies and we obtain certain types of information when your web browser accesses Modscene. Several companies offer utilities designed to help you visit web sites anonymously. Although we will not be able to provide you with a personalised experience at Modscene if we cannot recognise you, we want you to be aware that these tools exist.
E-mail Communications:
To help us make e-mails more useful and interesting, we often receive a confirmation when you open e-mail from Modscene if your computer supports such capabilities. If you do not want to receive e-mail or other mail from us, please adjust your account to reflect this by selecting “Unsubscribe” in the Newsletter menu or contact us by email requesting that you be unsubscribe.
Links to other websites:
Our website may contain links to other websites of interest. Once you have used these links to leave our website, you should note that we do not have any control over the other websites. Modscene cannot be responsible for the protection and privacy of any information which you provide while visiting those other sites, as this privacy statement does not govern those other sites. You should exercise caution and look at the privacy statement applicable to the website in question.
Does Modscene share the information it receives with others?
Information about our customers is an important part of our business, and we are not in the business of selling it to others. We share customer information only with the subsidiaries Modscene controls and as described below.
Agents:
We may employ other companies and individuals to perform functions on our behalf. Examples may include fulfilling orders, delivering packages, sending postal mail and e-mail, removing repetitive information from customer lists, analysing data, providing marketing assistance, processing Credit Card payments, and providing customer service. They have access to personal information needed to perform their functions, but may not use it for other purposes.
Protection of Modscene and others:
We release account and other personal information when we believe release is appropriate to comply with law; enforce or apply our Conditions of Use and other agreements; or protect the rights, property, or safety of Modscene, our users, or others. This includes exchanging information with other companies and organisations for fraud protection and credit risk reduction.
What Choices Do I Have?
As discussed above, you can always choose not to provide information, even though it might be needed to make a purchase or to take advantage of such features as Automatic Login. You can add or update certain information on pages such as those listed in the My Account pages. If you do not want to receive e-mail or other mail from us, please adjust your account to reflect this. You may request details of personal information which we hold about you under the Data Protection Act 1998. A small fee will be payable. If you would like a copy of the information held on you, please email accounts@modscene.co.nz. If you believe that any information we are holding on you is incorrect or incomplete, please email us as soon as possible, at the above address. We will promptly correct any information found to be incorrect.
Conditions of Use, Notices, and Revisions:
If you choose to visit Modscene, your visit and any dispute over privacy are subject to this Notice and our Conditions of Use, including limitations on damages, arbitration of disputes, and application of the law. If you have any concern about privacy at Modscene, please send a thorough description to Modscene, and we will try to resolve it. Our business changes constantly. This Notice and the Conditions of Use will change also, and use of information that we gather now is subject to the Privacy Notice in effect at the time of use. We may e-mail periodic reminders of our notices and conditions unless you have instructed us not to, but you should check our web site frequently to see recent changes.
Information You Provide Us:
You provide most such information when you search, buy, bid, post, participate in a contest or questionnaire, or communicate with customer service. For example, you provide information when you search for a product; place an order; provide information in Your Account (and you might have more than one if you have used more than one e-mail address when shopping with us); communicate with us by phone, e-mail, or otherwise; complete a questionnaire or a contest entry form; by providing employer, school, or other such information; participate in Discussion Boards; or provide and rate Reviews. As a result of those actions, you might supply us with such information as your name, address, and phone number; people to whom purchases have been shipped, including the address and phone number; other people; content of reviews and e-mails to us; and financial information.
Automatic Information:
Examples of the information we collect and analyse include the Internet Protocol (IP) address used to connect your computer to the Internet; login; e-mail address; password; computer and connection information such as browser type and version, operating system, and platform; purchase history; the full Uniform Resource Locators (URL) clickstream to, through, and from our Web site, including date and time; cookie number; and products you viewed or searched for.
Gift Card Policy
Modscene Gift Vouchers have the following conditions:
a. The card/voucher is worth the value stated on the card/voucher.
b. The card/voucher cannot be exchanged for money and can only be used when purchasing on the Modscene website.
c. The card/voucher has to be used within the time limit stated on the card/voucher.
d. The dollar value stated on the card/voucher is GST inclusive.
Customers Responsibility
Customers are responsible for ensuring products are installed, planted and used appropriately for their intended application. Modscene accepts no responsibility for damage arising from incorrect installation, unsuitable plant selection, unstable placement or misuse.