Terms & Conditions

Your statutory rights are not affected by these Trading Terms

Returns

If for any reason you wish to return and be refunded for any of the items purchased, contact us within 7 working days of receiving the items by one of the contact methods described below. Please do not use the items and re-pack in the original packaging.

We will provide a return label to attach to the un-used goods.

Free returns are at the discretion of Gaea and only apply:

– to qualifying online orders

– if the customer has made the correct order

– if the full quantity of goods ordered are returned at once

– if the received goods were not as advertised

– if the received goods arrived damaged

Should you wish to return only a portion of your order, or a mistake has been made on your end then the total cost of shipping plus a 10% handling fee will be deducted from your refund amount.

Refunds for cancelled items will be made by the original payment method within 14 days of receipt, after it has passed inspection.

Items manufactured and customised to customer requirements or not purchased from our website cannot be returned.

We have a full returns policy on all qualifying products, however please note: once customised branding product have been ordered, they cannot be returned to us, as they have been made specifically to your requirements and therefore cannot be resold.

Cancellations / refunds

Should a customer place an order and later cancel, their deposit will be forfeited or 25% of the order value will become due to Gaea Ltd, whatever is greater. Where a customer changes their mind and wishes to exchange their order for an alternative product they may do so, however, all shipping costs to the customer and from the customer back to our Queenstown warehouse will be borne by the customer, in addition to a 25% restocking fee (based on the item cost), or $100 whatever is the greater.

The customer will be liable for the shipping fees of the new stock that is being dispatched on either scenario. This can occur within 7 days of taking delivery.

Damaged Goods

Please check all goods before signing for them. If this is not possible please sign that the goods are unchecked for damage. If goods arrive damaged please sign the delivery note “item damaged”. Then notify us within 7 working days by one of the contact methods described below. We will send you a returns note to complete and arrange free collection.

Replacements will be dispatched as quickly as possible.

Complaints Procedure

We are committed to providing a high quality service. To assist us to maintain this we aim to deal with any complaints and comments efficiently and fairly. If you have any complaints or comments that you would like to make concerning our service, please e-mail us. Your comments are greatly appreciated and assessed as we constantly strive to maintain the highest standards.

Contact Methods

To report any damaged or missing goods or requests to return

Telephone: 03 222 4234 during business hours Mon-Fri

Email: [email protected]

Payment Methods

On the checkout page you can choose to pay by all major credit/debit cards or AfterPay after which a confirmation email will be sent to you. Whatever option you select, a confirmation email will follow for your records. The goods will only be shipped once payment is received.

All credit cards used to pay invoices incur a 2.5% merchant fee. (subject to change)

Pricing Policy

All prices shown on this website are in New Zealand Dollars and are inclusive of GST 15%

Voucher Codes

All voucher codes are only valid for orders placed on our website and do not apply to bespoke order or orders taken over the telephone.

Promotions

All of our promotions exclude the purchase of Gift Cards.

Gift Cards

You agree to these Terms when you purchase, activate, redeem, enquire or attempt to use a Gift Card.

Purchases exceeding the Gift Card value

Your Gift Card may be used to make purchases via our website. If you wish to make a purchase for an amount that exceeds the value of the card, you can pay the excess using another payment method.

Non redeemable for cash

Aim to use the total value of the card by the expiry date because the remaining amount is not refundable. You cannot redeem your Gift Card for cash.

Validity and expiry of Gift Cards

Your Gift Card will expire 36 months from the date of purchase.

Lost or stolen Gift Cards

Treat your Gift Card like cash, lost or stolen Gift Cards will not be replaced or refunded.

Recipient

Gift card will be sent to the recipient’s email address instantly (recipient may need to check their ’Junk’ or ’Spam’ inbox if they have not received it)

It is the purchasers responsibility to ensure the recipients email address is entered correctly.

Gift Cards not delivered due to a purchasers error will not be replaced or refunded.

Delivery Lead Time

Orders take 1-2 days to be dispatched from purchase. Shipping takes 3-5 business days from dispatch for the South Island and 3-10 business days for the North Island – tracking details will be sent to you once the package leaves the warehouse.

Lead time for customised products, acoustic panels, special displays and branding requests are quoted separately.

Delivery Methods

Our carriers deliver Mon-Fri 8am-4pm. Deliveries are un-timed but we can generally indicate the day of delivery. Please ensure that someone is available to receive and sign for the goods.

We do not take responsibility for missed deliveries or issues that are out of our control. If the information changed the customer must contact the courier directly. Alternatively we can note the package to be left at the address without signature. Normal delivery times range from 3-10 business days after payment is received for in-stock items.

Clients can arrange their own freight. The client takes full responsibility to organise pick-up from our Queenstown warehouse to the chosen delivery address. Full details will need to be sent to us after payment is received and dispatch will need to be organised at least the day before pick-up.

Tracking Your Order

Tracking information will be sent via email once an order has been shipped. For more information on the shipment please contact the courier first. Our sales office can be contacted by telephone 03 222 4234 during business hours Mon-Fri or email to enquire about orders placed.

Warranty

A 5 year warranty is provided on all of our preserved moss products. Warranty is for fading and cracking of plant and/or frames or bowls only. This warranty does not cover wear from normal use or damage caused by abuse, mishandling, alterations, improper installation and/or assembly, accident, misuse or lack of reasonable care of the product. This warranty does not apply if the product is not installed in accordance with Gaea’s specifications, instructions, manuals and other written material made available to the purchaser, nor does it apply to events and conditions beyond the control of Gaea, including (but without limiting the generality of the foregoing) ground subsidence, settlement, earthquakes, floods, fire and other natural events, actions of third parties and/or acts of God or force majeure. In the event of a breach of this warranty,
Gaea will provide a replacement product. However, incurred costs such as labour for removal of the original product, installation of the replacement product and the cost of and incidental to other materials or expenses are not covered by this warranty.

Gaea makes no other warranties, express or implied, unless the exclusion of such warranties is prohibited by statute, whether Commonwealth or State. Gaea shall not be responsible, either in tort or in contract, for any direct, incidental or consequential damages, loss of profits, loss of revenue, lost revenues, loss of use or any breach of any express or implied warranty, except where such warranty cannot be excluded by statute, whether Commonwealth or State.

Certification

Certification for sounds absorption and fire resistance are available to view in our ‘certification centre’ on our website. A copy of these certificates can be requested via phone or email.

Company Details

Gaea Ltd

3 Rabbiters Drive
Queenstown, 9371
Tel: 03 222 4234
Email: [email protected]

NZBN: 9429050332298