Terms and conditions

GLOBAL EXCHANGE NZ LIMITED (hereinafter referred to as "Global Exchange" or “Company") provides its customers with an online foreign currency booking service, which is subsequently collected at a designated office of the Company. Global Exchange is registered with the Financial Service Providers Register under the registration number FSP1009422, and has its registered office and head office at Site S5, Level 2, Ray Emery Drive, Auckland Airport, Auckland, 2022, New Zealand. The NZBN for Global Exchange is 9429045924071.

The services described below will be provided according to these legal terms and conditions, which include our responsibilities as a provider and the rights and responsibilities as a customer, as well as information relating to reserving foreign currencies for collection in branches.

Likewise, the protection of customers’ personal data will be ensured by our Privacy Policy.

Finally, the terms of use of the Global Exchange website are available in the Legal Notice, customers can find it by navigating to the website and selecting the Legal Notice tab.

I.- ONLINE BOOKING WITH IN-BRANCH COLLECTION.

Global Exchange offers its customers the possibility to reserve the desired currency in order to be able to withdraw it and pay for it in our branches ("booking with in-branch collection").

1. Description of the Service:

The booking with in-branch collection' service available on the website: www.global-exchange.co.nz is exclusively for customers who are New Zealand residents and over 18 years of age. Through this service, orders can be placed and collected by customers at the Global Exchange office selected during the process, as long as it is located in Auckland.

2. Booking Process:

Bookings can be made on our website: www.global-exchange.co.nz. Only certain currencies are kept in physical stock, so bookings can only be made for those that are available. The website will provide an estimated time of collection for each currency request, depending on availability and the place of collection.

In any case, a valid identification document must be provided by the customer, as well as an email address and telephone number, without prejudice to those details which are mandatory, in accordance with the provisions of the New Zealand Anti-Money Laundering and Countering Financing of Terrorism (AML/CFT) Act and Regulations, applicable at the time of purchase.

Once the customer has completed the booking form according to the instructions, they must expressly accept these terms and conditions, as well as the Privacy Policy.

Orders may be subject to maximum limits per quarter and per year. These limits may change at any time.

3. Exchange Rate, Fees and Expenses:

When placing a booking for in-branch collection, customers will be informed about the estimated exchange rate (price) is only an indicative rate (price) and the applicable exchange rate (price) may be different from the estimated exchange rate (price) depending on the prevailing market conditions at the chosen date of collection, fees and expenses. The booking will be paid in the indicated branch on the day of collection.

It should be borne in mind that entities authorized to exchange currencies are not obliged to apply official exchange rates and may apply a commercial margin and/or fee.

4. Payment method:

The amount of the booking will be paid in full, in cash or by card, if this means of payment is enabled, in the chosen branch on the day selected by the customer.

5. Booking Confirmation:

Once customers’ have placed a booking for in-branch collection and after we have accepted it, they will receive a confirmation email with the details of the transaction specifying: the approximate price, additional expenses, the method of payment, the collection address and day and time slot for collection.

In the event that the booking is not accepted by the customer, no liability will arise for the customer.

6. Booking Collections:

The booking will be available to pick-up in the branch and on the day indicated in the confirmation email.

The booking will be delivered only to the person who made it, and so the customer must provide a valid identification.

Booking collections will be subject to compliance with the measures of due diligence and internal control applicable in compliance with the Prevention of Money Laundering and Funding of Terrorism Regulations.

7. Cancellations:

The customer may cancel the booking before the chosen pick-up date at the branch has expired. In no case will we charge the customer. To cancel a booking order, customers must contact Global Exchange customer services as soon as possible on the freephone number 64 0800256722, providing the order number.

Global Exchange will also consider your order booking to be cancelled if it is not collected on the indicated delivery date or within 14 calendar days of the delivery date.

8. Returns:

The Customer may return up to 100% of the order at the same exchange rate as the initial transaction, provided that the request is made within 15 days from the date of the transaction, including the same day on which the transaction was made.

We will only accept returns of the same notes that we delivered, identified by their serial numbering. The customer is required to get in touch with our customer service team, who can be reached free of charge on 0800256722, and provide them with the order number from their original order, and the original receipt of the exchange transaction.

To make a return, the customer must go to any of our exchange offices in Auckland and provide the original receipt of the exchange transaction.

Returns can be only requested by the person who made the currency exchange transaction, and the person in question will need to provide the same ID document that he/she used for the exchange transaction.

After verifying that the serial numbers of the banknotes match those from the transaction, Global Exchange will refund the corresponding amount. The refund will be made using the same payment method as the original purchase.

II.- QUALITY ASSURANCE.

Global Exchange guarantees that the currency provided is of the highest quality and corresponds to the legal tender in the issuing country.

Global Exchange will establish appropriate control and traceability measures to ensure that the cash order reaches the final customer with the greatest guarantees. In the case of a complaint, Global Exchange will provide the final customer with the necessary elements of verification for a maximum period of 15 days, starting from the delivery of the order in accordance with the return’s procedure established by Global Exchange.

III.- CUSTOMER SERVICE.

If the Client has any suggestions, queries, complaints or comments about the requested and/or provided Service, they can contact the Global Exchange Customer Service Department by the following means:

1. By calling the toll-free customer service telephone number 0800256722

2. Or by filling in this contact form.

This department will address and resolve complaints and claims within one month of receipt.

Once the customer service department has been contacted as outlined in the previous point, if the customer is not satisfied with the resolution of their complaint or claim, Financial Services Complaints Limited (FSCL) may be contacted. There is no cost for you to ask FSCL to independently investigate or resolve your complaint .

FSCL are an independent, not-for-profit, external dispute resolution scheme approved by the Minister of Consumer Affairs. Their details are as follows:

FSCL PO Box 5967, Wellington 6145 Ph: 0800 347 257

Website: https://www.fscl.org.nz/

Email: complaints.fscl.org.nz.

Likewise, the Client has at their disposal, at the Global Exchange Offices, complaint forms. These are subject to applicable regional regulations.

IV.- LAW AND JURISDICTION.

Any dispute arising between the parties regarding the interpretation, effectiveness or fulfilment of the contractual relationship established through this website will be resolved in accordance with New Zealand law applicable at the time the dispute arises.

The parties waive any jurisdiction they may have and, without prejudice to the rights that the Customer may have as a client or user, expressly submit to the jurisdiction of the courts and tribunals of Auckland, New Zealand, to resolve any dispute that may arise between them as a result of the contractual relationship established through the website.

 

© GLOBAL EXCHANGE NZ LIMITED

Global Exchange

Last updated, September 2025