Returns & Refunds

At HARNZ, each personalised product is made especially for you. Many of our products are individually engraved, printed, customised or otherwise created according to the details you provide when placing your order.

Because personalised products cannot generally be resold, we do not accept returns, exchanges or provide refunds for change of mind on personalised or custom-made products.

Please Check Your Personalisation Carefully

Customers are responsible for checking all personalisation details before submitting an order, including:

  • Names, wording and spelling
  • Dates and numbers
  • Photos and images
  • Colours, fonts and design selections
  • Any other customisation details provided

Once your order has entered production, we may not be able to make changes or cancel the order.

If you notice an error after placing your order, please contact us as soon as possible. If production has not yet started, we will do our best to make the requested change.

Faulty, Damaged or Incorrect Items

We take great care when creating and checking every HARNZ product before it is sent.

If your product arrives damaged, faulty, incorrectly personalised due to an error by HARNZ, or significantly different from what you ordered, 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

Once we have reviewed the issue, we will work with you to provide an appropriate remedy, which may include repairing or replacing the item or providing a refund where applicable.

Nothing in this policy limits your rights under the New Zealand Consumer Guarantees Act 1993 or any other applicable consumer law.

Customer Personalisation Errors

HARNZ is not responsible for errors contained in the information supplied or approved by the customer, including incorrect spelling, names, dates, wording, photographs or other personalisation details.

If we produce your item correctly according to the information or design you provided or approved, we are unable to offer a refund or free replacement because of an error in the information supplied.

If you would like the item remade with corrected details, please contact us and we will let you know what options are available.

Photos, Colours & Natural Materials

Please note that colours may appear slightly different depending on your screen or device.

Products made from natural materials such as wood may also vary in colour, grain, texture and engraving appearance. These natural variations make each product unique and are not considered faults.

The appearance and positioning of engraving or printing may also vary slightly between products due to differences in materials and manufacturing processes.

Cancellations

As our products are made to order, cancellations are only possible before production has started.

Once personalisation, engraving, printing or production has begun, your order cannot normally be cancelled or refunded.

Please contact us as soon as possible if you need to request a cancellation.

Non-Personalised Products

If you purchase a product from HARNZ that has not been personalised or custom-made, please contact us if you wish to discuss a return.

Items must be unused and in their original condition and packaging. Any return is subject to our approval and your rights under New Zealand consumer law.

Shipping Damage

If your order appears to have been damaged during delivery, please take photographs of both the product and its packaging and contact us promptly so we can investigate the issue.

Please keep the original packaging until the matter has been resolved.

Contact Us

If there is a problem with your order, please contact HARNZ and include your order number and photographs where relevant.

We want you to be happy with your personalised product and will always work fairly to resolve genuine problems with your order.

HARNZ – Personalised Gifts Made Memorable

Last updated: August 2026