Personalisation & Custom Order Policy

Last Updated: 10 August 2026

At HARNZ, we specialise in creating personalised and custom-made products designed especially for you. Because many of our products are made, engraved, printed, cut, or otherwise customised specifically to each customer's requirements, we ask that you carefully review the following policy before placing your order.

By placing an order for a personalised or custom product with HARNZ, you agree to the terms outlined below.

1. Personalised Products

A personalised product is any product that is made or altered specifically according to information supplied by you. This may include, but is not limited to:

Names, initials, dates, messages or quotes
Photographs or images
Business names and logos
Custom graphics or artwork
Engraving
Printing or sublimation
Custom colours, layouts or designs
Wedding or event details
Special sizing or product configurations
Products manufactured or ordered specifically for you

Once personalisation or production has commenced, the product may not be suitable for resale to another customer.

2. Customer Responsibility for Personalisation Details

Please carefully check all information before submitting your order.

This includes spelling, names, dates, numbers, capitalisation, punctuation and any other personalised information.

HARNZ will generally reproduce the information exactly as it has been supplied by the customer.

We cannot accept responsibility for errors contained in information supplied or approved by the customer, including spelling mistakes, incorrect dates, incorrect names or other incorrect details.

If you notice an error after placing your order, please contact us as soon as possible. We will make every reasonable effort to correct the information if production has not yet started.

However, we cannot guarantee that changes can be made once an order has entered production.

3. Customer-Supplied Photos, Logos & Artwork

When uploading or providing photographs, logos, graphics or other artwork, customers are responsible for supplying files of suitable quality.

Low-resolution, blurry, pixelated, poorly lit or otherwise unsuitable images may affect the final appearance of the product.

Where possible, HARNZ may contact you if we believe an image or artwork file is unsuitable for production.

However, it remains the customer's responsibility to provide appropriate artwork.

The final appearance of engraved, printed or laser-produced artwork may differ from how the original image appears on a phone, computer screen or printed document.

4. Permission to Use Supplied Artwork

By providing HARNZ with a photograph, logo, graphic, design, wording or other content for use on a product, you confirm that you have the necessary rights or permission to use that material.

You agree not to provide material that unlawfully infringes another person's copyright, trademark, intellectual property, privacy or other legal rights.

HARNZ reserves the right to refuse any artwork, wording or design that we reasonably believe may infringe third-party rights or be unlawful or inappropriate for us to reproduce.

5. Design Proofs & Customer Approval

For certain custom or more complex orders, HARNZ may provide a digital design proof for approval before production.

Where a proof is provided, it is the customer's responsibility to carefully check:

Spelling
Names and dates
Wording
Font selection
Layout
Logo placement
Image selection
General design

Once you approve a proof, your approval will be treated as confirmation that the design is correct and ready for production.

If an error was visible in an approved proof, HARNZ will generally not be responsible for replacing the finished product because of that error.

Please note that digital proofs are intended to show the approximate design and positioning. They may not perfectly represent the final colour, texture, engraving depth, scale or appearance of the finished product.

6. Design Adjustments

In some circumstances, our team may make minor adjustments to the size, spacing, alignment or positioning of artwork to achieve the best possible result on the selected product.

This is particularly important for engraving and printing because different products have different usable design areas.

These minor production adjustments do not normally require additional customer approval unless they materially change the requested design.

7. Custom Design Requests

We welcome custom design requests.

If you have an idea that is not shown on our website, please contact HARNZ to discuss your requirements.

Depending on the complexity of your request, additional design, setup, material or production charges may apply.

We will advise you of any additional charges before proceeding where reasonably practicable.

8. Natural Material Variations

Some HARNZ products are made from natural materials such as wood.

Natural materials can vary in:

Colour
Grain
Texture
Knots
Pattern
Shade
Engraving appearance

These variations are part of the natural character of the material and mean that no two products will necessarily look exactly the same.

Natural variations are not normally considered product defects.

9. Engraving & Printing Variations

The appearance of engraving or printing can vary depending on the material, surface coating, grain, colour and manufacturing characteristics of the product.

Engraving may appear lighter or darker from one item to another.

Similarly, colours displayed on a phone, tablet or computer screen may differ slightly from the finished printed product.

Small variations in colour, engraving tone, positioning or appearance that occur as a normal part of the production process are not generally considered defects.

10. Handmade & Custom-Made Variations

Where products are handmade, assembled, finished or personalised individually, small variations may occur between products.

These minor variations are part of the nature of custom production and help make each personalised item unique.

11. Changing a Personalised Order

If you need to change your personalisation details after placing an order, please contact HARNZ immediately.

We will do our best to accommodate your request if production has not started.

Once design work, engraving, printing, cutting, manufacturing or other production has commenced, changes may no longer be possible.

If a change is possible after production has commenced, additional charges may apply.

12. Cancelling a Personalised or Custom Order

Please contact us as soon as possible if you wish to cancel an order.

If we have not started custom design work, ordered special materials or commenced production, we may be able to cancel the order.

Once a personalised or custom-made product has entered production, cancellation may not be possible because the product has been created specifically for you and may not be resalable.

Custom or special-order materials that have already been purchased specifically for your order may also be non-refundable where permitted by law.

13. Returns for Change of Mind

Because personalised and custom-made products are produced specifically for each customer, we generally do not accept returns or exchanges simply because you have changed your mind, ordered the wrong personalisation, or no longer require the product.

This does not affect any rights you may have under the New Zealand Consumer Guarantees Act 1993 or other applicable law.

14. Incorrect or Faulty Products

We take great care when producing personalised orders.

If HARNZ makes an error and your product does not match the personalisation information or approved design you supplied, please contact us as soon as reasonably possible after receiving your order.

Please provide:

Your order number
A description of the issue
Clear photographs showing the problem

We will assess the issue and, where appropriate, arrange a suitable remedy in accordance with applicable New Zealand consumer law.

Depending on the circumstances, this may include repair, replacement, re-production, or another appropriate remedy.

15. Customer-Supplied Errors

HARNZ is not generally responsible for errors resulting from information supplied or approved by the customer.

Examples include:

Misspelled names
Incorrect dates
Incorrect phone numbers
Incorrect business information
Incorrect wording
Poor-quality photographs
Incorrectly supplied logos
Errors that were visible on and subsequently approved in a design proof

Where possible, we may offer to reproduce the item at a discounted price, but this will be at HARNZ's discretion and may depend on the product and circumstances.

16. Bulk & Corporate Orders

For bulk, corporate and business orders, we strongly recommend approving a sample, artwork proof or production specification before the full order is produced where this service is offered.

Once the customer has approved the artwork, sample or production specifications, HARNZ may proceed with the full order.

Changes requested after approval or after production has commenced may result in additional costs and may affect the estimated completion date.

17. Production Timeframes

Personalised products require additional production time compared with standard ready-made products.

Any production or dispatch timeframe provided by HARNZ is an estimate unless we expressly agree otherwise.

Complex custom orders, large quantities, customer approval delays, artwork changes or special-order materials may increase production times.

Shipping or delivery time is additional to production time unless otherwise stated.

18. Refusal of Customisation Requests

HARNZ reserves the right to decline a personalisation or customisation request where we reasonably consider the content to be unlawful, infringing, threatening, discriminatory, hateful, obscene, abusive or otherwise inappropriate.

We may also decline a request where the design cannot reasonably or safely be produced using our available equipment, materials or production methods.

19. Product Images

Product photographs and mock-ups displayed on our website are intended to provide examples of our products and personalisation options.

Because personalised products are individually produced, your finished product may have reasonable variations from photographs or examples displayed on our website.

20. Relationship With Our Refund Policy

This Personalisation & Custom Order Policy should be read together with our Refund Policy, Shipping Policy, Privacy Policy, and Terms & Conditions.

Nothing in this policy is intended to exclude, restrict or modify any consumer rights or guarantees that cannot lawfully be excluded under the Consumer Guarantees Act 1993, Fair Trading Act 1986, or other applicable New Zealand law.

Where there is an inconsistency between this policy and a right or remedy that cannot legally be excluded, the applicable law will prevail.

21. Contact Us

If you have any questions about personalisation, artwork, custom orders or whether your requested design is suitable before placing your order, please contact HARNZ.

We would much rather help you confirm the details before production begins so that your personalised product is created exactly as intended.

HARNZ
New Zealand
Website: www.harnz.kiwi