Refund policy

Terms & Conditions

1. General

By purchasing from Atelier Ceramics, you agree to the following Terms & Conditions. These terms comply with New Zealand consumer law, including the Consumer Guarantees Act 1993 (CGA) and Fair Trading Act 1986.

Nothing in these terms is intended to limit or exclude your rights under the Consumer Guarantees Act 1993 where applicable.

2. Product Information & Variations

Due to the nature of tiles and construction materials:

  • Variations in shade, tone, texture, and finish may occur
  • Size tolerances of up to ±1–2mm are industry standard
  • Website images are indicative only and may vary due to lighting, batch, and manufacturing differences

These variations are industry standard and acceptable within normal manufacturing tolerances and are not considered defects.

3. Customer Responsibility

Customers must:

  • Inspect all goods upon delivery
  • Confirm suitability before installation
  • Ensure correct quantities are ordered, including appropriate wastage

Claims after installation will not be accepted unless the product is proven to be faulty in accordance with the Consumer Guarantees Act 1993.

4. Orders & Payments

  • All orders must be paid in full unless prior agreement is in place
  • Prices are subject to change without notice
  • Orders may not be cancelled once confirmed, except where required under New Zealand consumer law

5. Delivery & Risk

  • Delivery timeframes are estimates only and not guaranteed
  • Risk passes to the customer upon delivery

Where delivery is arranged by Atelier Ceramics, we will assist in resolving any delivery-related issues with the carrier where applicable.

Any damage, shortages, or issues must be reported within 48 hours of delivery, including photographic evidence.

6. Returns & Refunds

Returns are subject to our Return Policy.

We reserve the right to:

  • Refuse returns that do not meet our policy requirements
  • Apply restocking fees
  • Decline claims where goods have been installed, except where required under the Consumer Guarantees Act

7. Transport Damage

All goods are dispatched in good condition.

While we take care in packaging and dispatch, transport is carried out by third-party carriers. Where damage occurs in transit, we will assist in lodging claims; however, liability may rest with the carrier where applicable.

8. Limitation of Liability

To the maximum extent permitted by New Zealand law:

  • We are not liable for indirect, incidental, or consequential loss
  • Liability is limited to repair, replacement, or refund of the product

Nothing in this clause limits rights under the Consumer Guarantees Act 1993.

9. Trade / Business Customers

Where goods are supplied for business purposes, the Consumer Guarantees Act 1993 will not apply to the extent permitted by law.

10. Pricing & Errors

We reserve the right to correct pricing, product descriptions, or availability errors at any time.

Orders affected may be cancelled or amended, and customers will be notified accordingly.

11. Governing Law

These terms are governed by the laws of New Zealand.