Terms & Conditions
TERMS AND CONDITIONS OF SITE USE
These terms and conditions (the “Terms and Conditions”) govern the use of www.handcarvedrocks.co.nz (the “Site”). This site is owned and operated by Hand Carved Rocks Limited and is an ecommerce website.
By using this site, you indicate that you have read and understand these Terms and Conditions and agree to abide by them at all times.
All content published and made available on this Site and associated social media pages is the property of Hand Carved Rocks Limited. This includes, but is not limited to images, text, logos, documents, downloadable files and anything that contributes to the composition of this Site. No permission is granted to use or distribute this content without express written permission.
When you create an account on this Site, you agree to the following:
You are solely responsible for your account, and the security and privacy of your account, including passwords or sensitive information attached to that account; and
All personal information you provide to us through your account is up to date, accurate and truthful, and that you will update your personal information if it changes.
We reserve the right to suspend or terminate your account if you are using this Site illegally or if you violate these Terms and Conditions.
LINKS TO OTHER WEBSITES AND SOCIAL MEDIA WEBSITES
This Site may contain links to third party websites or services that we do not own or control. We are not responsible for the content, policies, or practices of any third party website or service linked to on our site. It is your responsibility to read the terms and conditions and privacy policies of these third party websites before using these sites..
THIRD PARTY GOODS AND SERVICES
This site may offer goods and services from third parties. We cannot guarantee the quality or accuracy of goods and services made available by third parties on this Site.
LIMITATION OF LIABILITY
Hand Carved Rocks and our directors, officers, agents, employees, subsidiaries, and affiliates will not be liable for any actions, claims, losses, damages, liabilities, and expenses, including legal fees, from your use of the Site.
Except where prohibited by law, by using this Site you indemnify and hold harmless Hand Carved Rocks Limited and our directors, officers, agents, employees, subsidiaries and affiliates from any actions, claims, losses, damages, liabilities, and expenses including legal fees arising out of your use of our Site or your violation of these terms and conditions.
These Terms and Conditions are governed by the laws of New Zealand.
If at any time, any of the provisions set forth in these terms and conditions are found to be inconsistent or invalid under applicable laws, those provisions will be deemed void and will be removed from these terms and conditions. All other provisions will not be affected by the removal and the rest of these terms and conditions will still be considered valid.
These Terms and Conditions may be amended from time to time in order to maintain compliance with the law and to reflect any changes to the way this Site is operated, and the way we expect our users and customers to behave on this Site. We will notify users of changes to these Terms and Conditions via email or via a posted notice on this Site.
Please make contact if you have any questions or concerns regarding these Terms and Conditions. You can make contact through the feedback form on this Site or via the following details:
Hand Carved Rocks Limited
Mob: 021 464 483
This business is located in Wairoa, New Zealand 4108
ORDER PLACEMENT, PAYMENT OPTIONS AND PRODUCTION TIME
All prices are shown and charged in New Zealand Dollars (NZD). Hand Carved Rocks is currently unable to receive, process and ship international orders.
When you place an order, we will require your name, email address, credit/debit card, phone and address details. This information is required in order to process your request and/or confirm acceptance of your order. After placing an order online, we will provide you with confirmation of order acknowledgement. Your offer to purchase the item(s) will be accepted once payment and acceptance of artwork proofing, if applicable, has been successfully received.
We reserve the right to cancel orders due to unauthorised payment and suspicion of fraudulent intent and/or activity. If a cancelled purchase has already been charged to the customers’ credit card, Hand Carved Rocks will issue a credit to the account of the same amount within 10 business days.
Hand Carved Rocks does not guarantee the price of any item listed on the website until your order has been processed. Whilst Hand Carved Rocks takes steps to ensure the price and details of products listed are correct, if they are incorrect, Hand Carved Rocks reserves the right to cancel the order and refund or provide a mutually agreed alternative.
Should there be an issue with your order, you will be contacted via phone or email.
Hand Carved Rocks accepts payment by debit and credit cards, manual Electronic Funds Transfer (online banking direct transfer), Afterpay and Hand Carved Rocks e-gift cards. Payment processing is securely transactioned by Stripe, which accepts most major debit and credit cards. Payment options are provided at checkout. If manual payment is selected, an invoice will be manually generated and emailed to the customer for payment, within one business day. All payments must be cleared before production can begin.
Hand Carved Rocks e-Gift Cards are available to purchase from the online store and are redeemable for the selected monetary amount. E-Gift Cards are only redeemable at the Hand Carved Rocks website.
After purchase of an e-gift card, the customer will receive an email confirmation of the purchase and the nominated recipient will receive the e-gift card via email, with a redemption code.
E-Gift cards can be used to purchase any items offered in the Hand Carved Rocks range. Depending on the value of the card, they can be redeemed at the checkout page for the full or partial payment of an order. If the price of the sale is worth more than the value of the card, customers can pay for the remaining cost using the regular payment methods offered. Any remaining balance cannot be refunded but can be used towards another purchase. At this time, the facility for a recipient to check the remaining card balance online is unavailable. Recipients can contact us to have the remaining card balance information emailed to them.
E-Gift Cards are valid for a period of 12 months from the date of issue and are not redeemable for cash. All e-Gift card purchases are final and cannot be exchanged, returned for credit or refunded. All purchases are the responsibility of the customer. If the e-gift card has been used, either partially or in full, it cannot be refunded.
Gift vouchers for specific stone creations are periodically offered and are redeemable to the stone described. After purchase, the vouchers will be manually emailed to the customer and/or recipient. If the voucher includes standard courier shipping within New Zealand, it will be stated on the voucher terms. Gift vouchers can be redeemed by entering the Voucher Promo Code at the checkout page or making contact with Hand Carved Rocks and providing the promo code supplied with the voucher. The code on the voucher can only be used once.
Gift vouchers are valid for a period of 12 months from the date of issue and are not redeemable for cash. Any unused monetary balance of a voucher cannot be refunded. Gift vouchers cannot be used with any other sale or promotion. If a recipient declines to accept the voucher, a refund of the purchased gift voucher amount can be credited to the original purchaser account within 10 business days. This transaction may be subject to an administration fee. If the voucher has been used, either partially or in full, it cannot be refunded.
For all custom orders, Hand Carved Rocks will endeavour to process and manufacture your order in the quickest turnaround time possible. To accommodate for order backlog and any large custom orders, please allow up to 10 business days from the confirmed artwork acceptance date. Should there be any known issues that may cause a delay in the completion and shipping of your order, you will be advised, prior to production.
For out of stock giftware items, please allow up to 10 business days to manufacture and ship replacement stock.
For wedding packages, bulk or large custom orders, please allow up to 15 business days for delivery. You will be advised of an estimated completion and dispatch date should this fall outside of this turnaround time.
Stone is an imperfect, natural product, and variances occur in size, shape, pattern and texture. The stone that is shipped to the customer may not look exactly like the one depicted in the product image, but it will fall within the stated size diameter, eg 60mm - 90mm.
CUSTOMER ORDER SHIPPING AND PACKAGING
Hand Carved Rocks provides nationwide shipping throughout New Zealand. International shipping is not currently offered, due to the prohibitive costs of shipping stone.
All orders are shipped by courier. You will be advised when your order has been dispatched and provided with a courier tracking number.
Hand Carved Rocks is not liable for any shipment delays caused by courier company staff shortages, or for orders placed during typically busy seasonal periods such as Christmas.
The Hand Carved Rocks business is not located within metropolitan NZ. Due to our more rural location, an additional day’s delay in shipping should be accommodated for.
Hand Carved Rocks is not responsible for the replacement or refund of orders that are not received due to the customer providing incorrect or incomplete delivery information.
All orders are shipped via standard tracked courier and rates vary between the North and South Islands. For regular purchases, the largest stone of the order determines the rate applied. Shipping rates for bulk orders will be quoted.
NORTH ISLAND RATES:
Mini $6.10 ~ Small $10.50 ~ Medium ~ $13.20 ~ Large ~ $16.40 ~ Extra Large $23.15
SOUTH ISLAND RATES:
Mini $6.50 ~ Small $13.30 ~ Medium ~ $17.15 ~ Large ~ $23.00 ~ Extra Large $34.10
All prices are subject to change, according to the rates set by the courier company. At this time, the company used is unable to deliver to the Hauraki Gulf Islands (such as Waiheke Island), Stewart Island or Chatham Island. For order shipment to these locations, an alternative shipping quotation will need to be supplied.
Hand Carved Rocks has an Eco Packaging Policy where the default packaging option uses clean, but previously used materials to protect our products during shipping. We re-use and recycle wherever possible to help reduce environmental impact.
Previously used materials may include barely or un-touched packaging such as crumpled clean paper, newspaper, junk mail pamphlets, polystyrene noodles, shredded paper or similar.
RETURNS & CREDIT POLICY
All products are hand or custom engraved, thereby Hand Carved Rocks does not offer refunds for change of mind, incorrect sizing choices, or incorrect inscriptions, which will have been approved by the customer. Stone types, sizes, dimensions and colours, are stated on our website and also within our customer ‘Artwork Acceptance form’, which is a mandatory component of the order and production process. It is the customer’s responsibility to review and ensure the delivery address and all information to be engraved is correct, before notifying of their approval to proceed.
To protect both the customer and Hand Carved Rocks, all order information and subsequently changes prior to production must be recorded, received and confirmed in writing.
For giftware purchases, it is understood the customer has read and accepted the relevant stone specifications, font and colour choices prior to placing the order, and accepts there is no refund available for change of mind or incorrect purchases after the products have been dispatched.
If the giftware has not yet been couriered, purchases can be refunded via the same purchase payment method. Please allow up to 10 business days for the bank to process.
Your order will be handled and packaged with the utmost of care to minimise any potential damage during transit. In the event your order has been damaged during shipping, please retain and return your order to it’s original packaging and contact us for further instruction. We will require the item(s) to be returned to us in its original packaging and will organise collection by courier. The damaged item(s) will be assessed, and solutions discussed with you, which may include a possible replacement of the product or a refund of the relevant purchase amount.
Hand Carved Rocks reserves the right to reject a returned product for replacement or refund, if we conclude any damage has been caused by the customer after delivery and receipt of the product. It is the customers responsibility to notify us within five (5) days of receiving the damaged goods. All notifications after this period will be considered void.
Hand Carved Rocks respects and values our customers and their privacy. We collect information provided by you through our website to complete an order and communicate with you about our products, services and promotions. We do not sell or rent your personal information to anyone. The type of information we collect about you includes your name, email address, contact phone number and address. If you are ordering a custom engraved product, we will also collect any information relevant to completing the order, such as the inscription text. If you do not provide any of this information, we may not be able to fulfil your order and ship our goods to you.
HOW WE MAY USE YOUR PERSONAL INFORMATION
To process and fulfil your order, including to send confirmation emails regarding your order and shipping status.
To communicate with you and send you information by text, email, post or other means, regarding your order, other products or promotions, unless you have directed us not to contact you with promotional communications.
To maintain a lawful record of your purchase(s).
To record proof of purchases for Hand Carved Rocks loyalty programs and promotions.
To analyse website trends and statistics.
To protect the security or integrity of our website and our business.
To contact you if necessary.
All promotional communications will always include an unsubscribe facility.
HOW WE MAY DISCLOSE YOUR PERSONAL INFORMATION
We may share your personal information in the following ways:
In the unlikely event of an investigation, a law enforcement agency or other government agency may exercise its legal authority to inspect our logs and records.
To conform to legal requirements (including, but not limited to, requirements in accordance with any applicable law, regulation or government request) or comply with legal process, or to help maintain the law
To protect our company rights or property
To enforce our terms and conditions
To act in the interest of our company, customers or others
OPT OUT OF PROMOTIONAL COMMUNICATIONS OPTION
On occasions, Hand Carved Rocks may communicate with you regarding new product releases or special promotions.
You can choose to opt out of promotional email communications by clicking the unsubscribe option link or by contacting us directly.
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Accepting a cookie does not give us access to your computer or personal information stored on your hard drive under any circumstances.
For more information on how to adjust your web browser settings for cookies see www.aboutcookies.org
All reasonable precautions are taken to guard against unauthorised access to confidential and personal information including the loss, misuse and alteration of the information held by us. When personal information is no longer required for the purposes for which it was collected, it may be deleted.
Hand Carved Rocks may review its policies from time to time and will notify you of any changes by posting an updated version on this page.