Terms & Conditions When Placing an Order
Please note by placing an order on this website you are agreeing in full to all the terms and conditions set out below. At checkout you will be asked to confirm this before you can complete your order.
The information below gives full details of our terms and conditions when placing an order and outlines what you are and are not covered for when placing an order on our website.
Please read all the information on this page carefully before placing any order on our website as you will be required to confirm you agree with this information at checkout when completing your order.
If for any reason you do not agree or understand any part of this information then please do not complete your order and contact us on 09 945 0525 or email us at [email protected] for more information or clarification.
Shipping T&C's
The information below covers our terms and conditions for shipping of your order. If you would like more general information on shipping time frames, costs and more please see our Shipping Information Page.
Order any item before 2.00pm on a working day (Mon - Fri) and it will be dispatched the same day. This includes personalised and custom made items. If you place your order after 2pm on a working day (Mon - Fri) or on a weekend your order with be dispatched the following working day (Mon - Fri).
Items delivered to a standard New Zealand address have a targeted delivery time frame of next working day* once collected from our depot. Deliveries to Rural RD addresses may take an additional 24-48 hours for delivery.
All orders are shipped via NZ Post Courier Post Overnight Tracked delivery service to anywhere in New Zealand and you will receive full tracking information and a link to track your order online 24/7 once your item has been dispatched from our depot. This service has a targeted delivery time frame of next working day* to standard New Zealand addresses and 1-3 working days for RD Rural addresses.
*Please note that next working day (Monday - Friday) delivery is Courier Posts & NZ Post target delivery time frame but in some cases this may not be achieved due to unforeseen circumstances. Ahurei Gifts do not take any responsibility for any delays due to the courier company's services and do not offer any refunds or returns for items that arrive outside of this time frame.
Once your item is delivered you must check it for any damage and notify us of any damage within 24 hours of delivery. Claims for a replacement or refund due to shipping damage will not be accepted after this 24 hour period.
If you enter an incorrect shipping address when placing your order you are solely responsible for this. If you contact us before the item is shipped we can change the delivery address on your order. If your order has already been shipped but not delivered you can contact the courier company directly and request the delivery address to be changed. If the package has been delivered then you will need to contact the occupier of the property at the delivery address.
Refunds & Returns Policy
Here at Ahurei Gifts we pride ourselves on high quality products. All of our products are quality control checked before going in to stock, then checked again before dispatch to ensure you receive them as expected.
If the product you have bought is faulty, we will provide a remedy as required by the NZ Consumer Guarantees Act.
Our products come with a 12 month replacement guarantee from the date of purchase in the event of any of the following:
- Failure of any parts or joints through general wear and tear which would not be expected for the product type. This does not include damage due to improper use, mishandling of items or accidental damage.
- Incorrect item dispatched, you must make contact within 48 hours of delivery to advise us if you have not received the correct item.
- Incorrect details entered on a personalised product. This applies only if these details on the item differ to what was entered on your order i.e. the mistake has been made by us when creating your product. If you have entered incorrect details when placing your order and not contacted us before the item has been made we are unable to offer a refund or replacement.
The following is a list of scenarios where we will not issue a replacement or refund:
- Item damaged due to accidental damage after delivery
- Item damaged due to improper care
- Incorrect information on a personalised product, where the information matches the details you provided on the order
- Any claim after 12 months from the date of purchase
- Cancellation of order after your product has been created or dispatched
- Any issues that are covered in our Terms & Conditions when placing your order
Returns & Replacement Procedure
To request a replacement you must inform us in writing via email ([email protected]) stating the reasons for the request including details of the defect, photos of the defect, your delivery details and order number.
Once we receive your email we will carry out an investigation and we may at this time request the item be returned to us for inspection. Once the investigation is complete we will inform you of the outcome. All items found to warrant a replacement will be shipped within two working days.
Order Cancellation
Any order can be cancelled and a refund issued if you make telephone or email contact with us before your order has been produced or shipped.
If you have ordered a personalised product we can only accept a cancellation request if you contact us before your personalised product is produced. Personalised products can be produced within one hour of your order being place.
If you make contact after your order has been shipped we are unable to accept the order cancellation request.
Sustainability & Environmental Impact
We take our responsibility to the environment very seriously and have a sustainability policy in place to help minimise our impact on the environment. More information on this can be found on our Sustainability Information page.
As part of our sustainability policy we have significantly reduced the amount of packaging our products use. To help achieve this we have eliminated a large amount of packaging from the manufacturing and product packing process. This means your package will not arrive with any polystyrene packages unless we are recycling and re-using polystyrene that has already come in to our business via 3rd party businesses.
Your products will also come in plain card packaging to reduce the impact of inks and the printing process on the environments. Any bubble wrapping used to protect your items whilst being shipped are also made from 30% recyclable materials and are 100% recyclable or is bubble wrapping we are reusing from shipments that have come in to our business from 3rd parties. Any recyclable bubble wrapping will be green in colour and we encourage you to either reuse where possible or place in your recycling bins once finished with.
Engraving Products
Many of the images on the product pages of this website which have engraved wood or glass have been enhanced to make the engraved finish much easier to see on desktop and mobile device screens. More information on the actual finish can be found below and on each product page under the "Design Information" tab.
Wood Engraving
When engraving wood we use a commercial laser engraving machine. These machines engrave in to the wood to a depth between 0.3mm - 1.5mm. On the natural wood coloured products the engraved finish will have a slightly darker tone than the original wood and have the grain running through it. On the stained wood products the engraved finish will have the original lighter colour of the wood with the grain running through it.
As wood is a natural product each product will have a total different grain pattern and different densities running through it. The differences in the density of the wood will result in different depths of engraving as the laser machine runs over the wood.
Glass Engraving
When laser engraving/etching any glass products we use a commercial laser engraving machine. This machine produces a finish with a frosted almost smooth to the touch finish which is permanent.
Slate Engraving
When engraving slate we use a commercial laser engraving machine. These machines engrave in to the natural slate to a depth of 0.1-1mm resulting in a lighter grey finish than the original slate. As slate is a natural product any differences in pattern, texture, tones etc. will also been seen in the engraved finish.
Product Care
Product care is a main factor in ensuring your product looks great for as long as possible. How you clean, store and use the product will have an impact on its longevity and usability in to the future.
When you place an order you'll receive several emails for confirmation of order, shipping and delivered and each of these emails will have links to our product care instructions page. Your product will also arrive with a product care card with information how to find the product care instruction on our website.
Product Care Instructions Page Link
Using Your Images & Photo's On Our products
When choosing a personalised product that allows you to add an image or photo to your gift please note the following:
- For products such as mugs, hip flasks, glass, ceramics, slate, coasters etc. we use industry leading printers, inks and transfer systems. The material that the image is being applied to will have an impact on the colours in the image on the final product. This means colours may be slightly darker, more or less vibrant, different shades of colours etc. These differences are very subtle and in most cases not noticeable unless looking very closely to the product and image side by side.
- If you choose to have a photo printed for a photo frame we use professional colour photo printers and gloss photo paper. The image quality will match the quality on the photo you upload so we advise you upload the best quality images possible. Colours may vary slightly from the uploaded image on the printed image the same as they would if you have them printed in a shop or online.
- Any images and photos uploaded with your orders will be stored on our servers so you can reference them when checking your order or logging in to your account. They are also required so we can produce your product. Over time after your order is completed these files are automatically deleted. If you require the images or any other uploads or information to be deleted before the automatic process contact us at [email protected] and we will permanently remove them from all our systems within 24 hours.
Website Product Image Accuracy
Please note that colours on different screens and devices will differ in shades, vibrancy and brightness. This will result in products looking slightly different when arriving than they do online. This is standard across all websites and products online.