Terms and Conditions

Last Updated: 13/03/2025

Welcome to Engrain Studio Ltd. These Terms and Conditions ("Terms") govern your use of our website (www.engrain.co.nz) and the purchase of our products. By accessing or using our website, or placing an order with us, you agree to be bound by these Terms.

If you do not agree with any part of these Terms, please do not use our website or services.

1. About Us

Engrain Studio Limited (“Engrain”, “we”, “us”, “our”) is a New Zealand-based business specializing in handcrafted furniture and play equipment. We are a registered company.

For inquiries, you can contact us at:
Email: craig@engrain.co.nz

2. Use of Website

By using our website, you agree to:

  • Only use it for lawful purposes.

  • Not attempt to gain unauthorized access to our systems or data.

  • Provide accurate information when making purchases or inquiries.

Engrain reserves the right to refuse service, terminate accounts, or cancel orders at our discretion if misuse is suspected.

3. Orders and Payments

3.1 Placing an Order

  • All orders are subject to availability and acceptance.

  • An order confirmation does not guarantee product availability. If an item is unavailable, we will contact you to discuss alternatives or issue a refund.

  • Custom orders cannot be cancelled once production has started.

3.2 Pricing & Payment

  • All prices are in New Zealand Dollars (NZD) and include GST (Goods and Services Tax) unless stated otherwise.

  • We accept payments via credit/debit cards, bank transfer, and other payment methods available at checkout.

  • Orders are processed only after full payment is received.

3.3 Fraud Prevention

Engrain reserves the right to refuse any order suspected of fraudulent activity. Additional verification may be required for large orders or high-risk transactions.

4. Shipping & Delivery

4.1 Shipping Areas & Times

  • We ship throughout New Zealand only.

  • Orders are processed within 3-5 business days, with estimated delivery times provided at checkout.

  • Custom-made items may have extended processing times, which will be communicated upon order confirmation.

4.2 Shipping Costs

  • Shipping costs are calculated at checkout based on the size, weight, and destination of your order.

  • Free shipping promotions may apply periodically.

4.3 Delivery Issues

  • Once dispatched, delivery is handled by third-party couriers. Engrain is not responsible for delays caused by courier companies.

  • If an order is lost or arrives damaged, you must notify us within 48 hours of delivery to initiate a claim.

5. Returns, Refunds & Exchanges

We comply with the Consumer Guarantees Act 1993 (CGA) and the Fair Trading Act 1986, ensuring products are of acceptable quality, fit for purpose, and match their descriptions.

5.1 Change of Mind Returns

  • We do not offer refunds or exchanges for change-of-mind purchases. Please choose carefully before ordering.

  • Custom-made or personalized items are non-refundable, except where required by law.

5.2 Faulty or Damaged Goods

  • If your item is faulty, damaged, or not as described, we will repair, replace, or refund in accordance with the Consumer Guarantees Act.

  • You must notify us within 7 days of delivery with proof of purchase and photos of the issue.

6. Warranties & Liability

6.1 Product Warranty

  • Engrain guarantees that all products are free from defects in workmanship and materials at the time of purchase.

  • Wood is a natural material and may contain variations such as knots, grain patterns, and minor imperfections. These are inherent characteristics of the material and are not considered defects that would warrant a claim.

  • Normal wear and tear, misuse, or improper care are not covered under warranty.

6.2 Limitation of Liability

To the maximum extent permitted by law, Engrain shall not be liable for:

  • Any indirect, incidental, or consequential damages resulting from the use of our products.

  • Injuries caused by misuse, improper installation, or failure to follow safety instructions.

Nothing in these Terms affects your consumer rights under New Zealand law.

7. Intellectual Property

All designs, images, text, and content on www.engrain.co.nz are owned by Engrain and are protected under New Zealand copyright laws.

You may not copy, reproduce, distribute, or use our content without written permission.

8. Privacy & Data Protection

  • We collect and store personal data in accordance with our Privacy Policy and New Zealand’s Privacy Act 2020.

  • We will not sell or rent your personal data to third parties.

  • Your information is used to process orders, improve our services, and comply with legal obligations.

For full details, please refer to our Privacy Policy.

9. Force Majeure

Engrain is not responsible for delays or failures in performance due to causes beyond our control, including but not limited to:

  • Natural disasters

  • Supply chain disruptions

  • Strikes or industrial actions

  • Government restrictions or regulatory changes

10. Governing Law & Dispute Resolution

  • These Terms are governed by New Zealand law.

  • Any disputes shall be resolved in the New Zealand courts.

  • If a dispute arises, we encourage you to contact us first to seek a resolution before pursuing legal action.

11. Changes to These Terms

Engrain reserves the right to update these Terms at any time. Changes will take effect immediately upon posting on our website.

We encourage customers to review these Terms regularly to stay informed.