Terms and Conditions

ELIWE Brand – Terms & Conditions and Privacy Policy 

This document sets out the Terms and Conditions and Privacy Policy for ELIWE Brand. It applies to all users of our website and social media pages, and to all purchases made through our online store or direct order channels.

When we say “ELIWE Brand”, “we”, “us” or “our”, we mean the legal entity operating ELIWE Brand. By using our website, placing an order, or engaging with us online, you agree to these policies. If you do not agree, please do not use our website or services.

Terms and Conditions

1.1 Orders and Use of Our Website

  • You must provide accurate and complete information when placing an order (including delivery details).
  • We may refuse or cancel an order if we reasonably believe there is an error, suspected fraud, or the order cannot be fulfilled.
  • Product photos are provided as accurately as possible. Colours and appearance may vary slightly due to lighting, screen settings, and handmade/custom processes.

1.2 Custom Work, Designs and Intellectual Property

(a) Ownership of ELIWE Brand designs

All designs created by ELIWE Brand remain our intellectual property, including:

  • original designs made by us; and
  • designs created or replicated based on reference images, examples, instructions, or concepts provided by customers or organisations.

(b) Customer-supplied files

If you provide artwork, PDFs, logos, or design files, those files remain yours (or the owner’s). By supplying them, you grant ELIWE Brand a licence to use them only as needed to produce and fulfil your order.

You confirm that you have permission to provide and use any third-party logos, images, or branded content. ELIWE Brand is not responsible for copyright or permission issues arising from customer-supplied content.

(c) Sharing designs and finished products

Unless you tell us otherwise (see Privacy Policy), ELIWE Brand may photograph and share completed products and/or design previews for marketing and portfolio purposes (website, social media, advertising).

(d) Design files and handover requests

Unless agreed in writing, we do not provide editable files (for example, vector or source files) after production.

If you request that a design be:

  • handed over,
  • kept exclusive,
  • not shared, or
  • deleted,

ELIWE Brand may (at our discretion):

  • withhold the design from all parties,
  • offer to sell you the design file and/or exclusive rights (price and terms confirmed in writing), or
  • delete the design on request.

1.3 Lead Times and Delivery

  • Lead times are shown on product listings or communicated at checkout or during ordering.
  • Timeframes are estimates only and may change due to workload, complexity, supplier delays, or courier disruptions.
  • Where possible we will update you if delays occur, but we do not guarantee exact delivery dates.

1.4 Prices and Payment

  • All prices are in NZD and include GST unless stated otherwise.
  • Payment must be received in full before production starts, unless we agree otherwise in writing.
  • If a pricing error occurs, we may cancel the order and refund any amount paid, or contact you to confirm the correct price before proceeding.

1.5 Returns, Remedies and New Zealand Consumer Law

(a) Your rights under NZ law

ELIWE Brand complies with the Consumer Guarantees Act 1993 (CGA) and the Fair Trading Act 1986 (FTA).

Under the CGA, products must be of acceptable quality, fit for purpose, and match their description. If your item does not meet these guarantees, you may be entitled to a remedy such as repair, replacement, or refund (depending on the circumstances).

The CGA may not apply where goods or services are supplied for business purposes.

(b) Change of mind (custom items)

Change of mind (CGA):
Under the Consumer Guarantees Act 1993, we are not required to provide a refund if you change your mind about purchasing a product. Because many of our products are custom-made, we generally do not offer refunds, exchanges, and change of mind purchases.

Cancellations:
Because our products are often custom-made, cancellations are handled as follows:

  • If you cancel after work has started (including design time or production), you will receive a 50% refund of the amount paid. This reflects time and costs already incurred.
  • If you cancel after the product has been completed, no refund will be provided.

Refund method:
Approved refunds will be processed using the same payment method used for the original purchase.

Design changes after approval:
Once a design has been approved, any amendments requested after approval will be treated as a revision and will be charged at 50% extra of the cost of the approved design, based on the most recently approved design sent to you.

(c) Faulty items / remedy process

If you believe your item is faulty, please contact us within a reasonable timeframe. We may request:

  • proof of purchase, and
  • clear photos and a description of the issue.

We will assess the issue and provide a remedy in line with the CGA.

1.6 Repairs and Third-Party Modifications

  • If an item has a manufacturing defect, we will assess and provide an appropriate remedy (repair, replacement, or refund).
  • You must contact us first and allow us an opportunity to inspect and remedy the issue.

If you arrange repairs or modifications through a third party without our written consent:

  • we are not responsible for any third-party costs; and
  • any guarantees or warranties may be affected because the item has been altered outside our control.

1.7 Limitation of Liability

To the extent permitted by law, ELIWE Brand is not liable for indirect, incidental, or consequential losses arising from your use of our website or products.

Where liability cannot be excluded by law, our liability is limited to the amount you paid for the relevant product or service.

1.8 Changes to These Terms

We may update these Terms and Conditions at any time. Updated terms take effect once posted on our website. By continuing to use the website after changes are posted, you accept the updated terms.

Privacy Policy

2.1 What we collect

ELIWE Brand collects personal information when you:

  • place an order,
  • contact us,
  • interact with our website or social media,
  • subscribe to updates (if offered).

This may include your name, email address, phone number, delivery/billing address, order details, and messages you send us.

2.2 How we use your information

We use your personal information to:

  • process payments and fulfil orders,
  • arrange shipping and delivery,
  • provide customer support,
  • communicate with you about orders and enquiries,
  • improve our products, services, and customer experience.

2.3 Product photos and promotional content

We may photograph or describe products we create (including custom items) and post them on our website and social media for promotional and portfolio purposes.

If you do not want your product shared, you must notify us before we post it, ideally at the time you place your order. We will respect reasonable requests.

2.4 Sharing your information

We may share your personal information with trusted third parties only where necessary to deliver our services, such as:

  • payment processors,
  • courier/shipping providers,
  • website/e-commerce platform providers.

These providers must protect your information and may only use it to provide services to ELIWE Brand.

We may also disclose information if required by law or to comply with lawful requests from authorities.

2.5 Security

We take reasonable steps to protect your personal information from loss, misuse, unauthorised access, alteration, or disclosure. However, no online system is completely secure, and we cannot guarantee absolute security.

2.6 Your rights

You can request to:

  • access the personal information we hold about you,
  • correct it,
  • delete it (where appropriate),
  • restrict or object to certain processing (where applicable).

To make a request, contact us using the details below.

2.7 Changes to this Privacy Policy

We may update this Privacy Policy from time to time. Changes take effect once posted on our website.

2.8 Contact

For questions about these policies or to make a privacy request, contact ELIWE Brand:

  • Email: eliwejewel@gmail.com