Terms & Conditions

Nga Herenga

We want to give you the best consumer experience so please take a moment to read about how this all works. It will take you through everything from ordering, and paying, online delivery ,using the website and details about us.

These terms of use apply to the use of this website and to any information you may send to us or submit to the website. By accessing and browsing this website you are deemed to have read and understood and are bound by these terms of use as set out each time you access this website.

We may change the content of this website and these terms of use at any time without notice and it is your responsibility to revisit this page to re-read these terms of use. Any revised terms will take effect as at the date of its posting on this website, and your continued use of this website indicates your acceptance of these terms.

All material contained in this website is protected by intellectual property rights. All intellectual property on this website is owned by Akenoa.

You may access, view, reproduce and print the content on this website provided you only use that content for informational, non-commercial purposes and any reproduction includes a prominent acknowledgment of Akenoa.com rights in the relevant content. You may not use this website, or the content on it, for any other purpose or in any other way.

We do not warrant that the website, content or the servers that make it available are virus, error or free of other harmful components. Service may from time to time be interrupted. The operation of this website may be suspended or discontinued for support or maintenance work. Access may be terminated either in relation to specific users or generally at any time and without notice.

Pre-Ordering

We have exciting new product(s) not yet produced and/or not yet available on general sale which you may offer to buy as pre-released orders (“Pre-orders”).

If applicable, then a Pre-order can be placed and you must provide the same information as a normal order. It is your responsibility to make sure that this information is accurate and up to date. If we do not have accurate information, we will not be able to keep you informed and are not responsible for any issues which result from inaccurate information e.g., delays in despatch, despatch to previous home address etc.

Complaints

If you have a complaint relating to our Terms and Conditions or our products, we will attempt to resolve the complaint with a response in 24hours of it being placed. If the complaint is not settled in this way, you may make a request to us for the dispute to be settled by mediation through the Commerce Commission New Zealand.

Delivery

We have one standard delivery option for customers in New Zealand.

Standard delivery ($12.00) will be sent via courier. It will be delivered between Monday and Friday.

Please note that a signature is not required for delivery and the courier will use their discretion to leave the parcel in a safe place if noone is home to receive. NZ Couriers do offer a service where you can choose where your parcel is left, please see their website for their delivery methods.

We recommend doing this to ensure your parcel is left where you know it will be safe! While our team will always do their best to follow the instructions left in the delivery notes, we are not able to guarantee that they will not be missed while being delivered.

Rural deliveries sometimes take a day or two longer as the parcel will be passed on to your local rural delivery driver. Please allow for this when ordering goods for urgent delivery.

In the event that your order has not arrived within a reasonable period of time please contact us.

Unfortunately, we are not able to guarantee the delivery timescales to certain locations. Akenoa shall not be held liable for any such delay if it arises from any causes beyond the reasonable control of Akenoa or a courier appointed by Akenoa, or during busy periods (e.g. Sale) where delivery times may be extended. This does not affect your statutory rights

Privacy and Personal Data

Any personal information you provide to Akenoa (New Zealand) Limited directly or via Akenoa.com will be processed in accordance with our privacy policy.

So that we can deliver your order to you, we will provide your details to our couriers and postal service providers that deliver your order.

Events beyond our control

We will not be liable or responsible for any failure to perform or delay in performance of, any of our obligations under a Contract that is caused by events outside our reasonable control (Force Majeure Event).

A Force Majeure Event includes any act, event, non-happening, omission or accident beyond our reasonable control and includes but is not limited to:

Strikes or other industrial action.
Civil commotion, terrorism or threat of, war or threat or preparation for.
Fire, explosion, adverse weather conditions, subsidence, epidemic or other natural disaster.
Disruption to supplies or delivery methods.
Acts of government or regulatory bodies.
Disruption to public or private telecommunications networks.

Arrangements

After placing your order you will receive an automated acknowledgement by email. Please note that this does not mean that your order has been accepted. All orders are subject to acceptance by us. We may choose to not accept an order for any reason including large product quantities that we deem beyond that required for personal use. We will confirm acceptance to you by notifying you that your order has been dispatched.

Once we accept your order, a contract to purchase and deliver products takes effect between you and Akenoa. You pay the sum that you see at the end of the checkout process, together with the delivery. Upon receipt of your order for the products you will be charged for the products and the delivery costs.

Products will be at your sole risk from the time of delivery to you.

The Contract

When we confirm acceptance of your order via dispatch confirmation, a legally binding contract will exist between us. If we do not confirm acceptance we will refund your payment.

Your order constitutes an offer to us to buy a product. If we believe a customer acts against these Terms and Conditions, we reserve the right to cancel or suspend their order.

This includes non-payment for ordered products and fraudulent use of our platforms. We also reserve the right to suspend specific individuals from placing orders. We will not accept an order from any customer who we have suspended.

We accept Visa, Mastercard, and AMEX through Stripe. We also accept PayPal and gift card payments through Stripe.

A Pre-order payment is your offer to buy (your Offer) a new product(s) when it is made available for sale to the public and is no guarantee that the Pre-order product is or will be available. It is up to us (and we have no obligation) to accept your Offer if for example, we do not have the product available or there is a mistake regarding the pricing or description of the product (s), suspect you intend to commercially resell any of our products. We accept your Offer only once the Pre-order product is despatched.

When you place a Pre-order, you must pay upfront the full price of the product (“Pre-order Payment”). You may cancel your Pre-order and get a refund of your Pre-order Payment at any time before the product has been despatched.

Prices and GST

Our prices, as stated on our website, are in New Zealand dollars. We reserve the right to alter prices at any time. The price paid for the product will include New Zealand GST, and this will also be shown on your invoice once the order has been placed. Prices and promotions held in our stores may not apply to this website, unless otherwise stated, and vice versa. Please note that offers are subject to availability and may end before originally advertised.

Cancellations and Returns

We aim to dispatch orders on the next working day and Pre-orders as soon as the product (s) is ready for dispatch, subject to availability and to change, trying our best so that you receive it before or by any anticipated release date, and if you want to cancel an order without incurring a cost for returning unwanted items to us, you will need to do it before your order is dispatched. If you do cancel an order, please contact us on via our website or any of our social media platforms by direct message, and let us know during office hours, or via email to akenoa0670@gmail.com. Once your order has been confirmed, we are usually unable to make changes.

Either of us can cancel a Pre-order at any time for any reason before we notify you that the Product has been despatched (“Despatch Confirmation”). If cancellation takes place before the Despatch Confirmation is sent, then you will be entitled to a refund of your Pre-order Payment.To cancel a contract, please contact us in writing to tell us by sending an email to akenoa0670@gmail.com You may wish to keep a copy of your cancellation notification for your own records. If you send us your cancellation notice by email or by post, then your cancellation is effective from the date you sent us the email or posted the letter to us. You need to inform us of your decision to cancel before the 14 day cancellation period has expired.

Where you have cancelled a contract and the products have already been delivered to you, you should return them to us as soon as possible and in any event no later than 14 days after the day you inform us of your right to cancel. You can return products by sending them to our Returns Address below. Unless the products are faulty or not as described, you will be responsible for the cost of returning them to us. You have a legal obligation to keep the products in your possession and to take reasonable care of the products while they are in your possession.

If you cancel a contract within the 14 day cancellation period, you will receive a full refund of the price you paid for the products and any applicable delivery charges you paid for. You will not be refunded for any costs you have incurred for returning the products to us. Where the products have already been delivered to you, we will process the refund due to you as soon as possible and, in any case, within 14 calendar days after the day on which we receive the returned products, or (if earlier) within 14 calendar days after the day you provide us with evidence that the products were returned to us. Where the products have not been delivered to you, we will process the refund within 14 calendar days after the day we were informed of your decision to cancel the contract. Unless you expressly tell us otherwise, we will refund you on the credit card or debit card used by you to pay for the products.

We have a legal duty to supply products that conform with the descriptions and specifications in the contract between you and us. As a consumer, you will always have legal rights in relation to products that are faulty or not as described which are not affected by your cancellation rights above. If you have returned the products to us because they are faulty or mis-described, we will refund the price of a defective product in full, any applicable delivery charges, and any reasonable costs you incur in returning the item to us.

Details of your legal right to cancel and an explanation of how to exercise it are provided in the confirmation of despatch.

In the event of a damaged parcel

We're very sorry if the Akenoa products you looked forward to receiving have arrived damaged. We do our best to pack them safely, but even the most lovingly prepared parcel can get dropped or jostled en route to your house. If your item is damaged, faulty, or different to how it was described follow these easy steps:

• Do not destroy or throw away any items or packaging, you may be required to return it to us to be eligible for a refund or replacement.

• Take photos or videos of the items. These will be used to verify your purchase and the damage so it is important that the photos are clear, include the batch sticker where possible and it is best to include multiple angles.

Once the item/s have been received and reviewed, you will either receive your new items (for exchange), or a refund for the cost of the purchase. Refunds will be issued directly to the payment card or account used for the purchase. Email notification will be sent once the return has been processed. Please allow up to seven days for the refund to be processed. Nothing in these Terms and Conditions affects your statutory rights.

In the event of a change of mind

If you are cancelling your order because you've changed your mind, please note that you will have to pay the costs for returning the goods.

Once the item/s have been received and reviewed, you will receive your refund for the cost of the purchase. Refunds will be issued directly to the payment method used for the purchase. An email notification will be sent once the return has been processed. Please allow up to seven days for the refund to be processed.

The cookies we use on this site will only be temporary session cookies, which won't hold any customer information.

By use of this website, you agree to our use of the cookies outlined in our Privacy Policy. If you wish to opt out of accepting cookies online we would be happy to receive your order by direct message and payment via Internet transfer. Order confirmation will be sent once payment has cleared.

GST Queries

Delivery costs will be added to your order and the final total will include GST calculated on your products and the cost of delivery.

Your Statutory Rights

Nothing in these terms affects your statutory rights.

Variation

We may vary these terms from time to time. If we do, the latest revision of terms will be reflected here.