1. GENERAL
1.1. All products sold on the Mountain Jade website are sold subject to these terms and conditions. The Customer should ensure that they have read them thoroughly prior to purchasing any products.
1.2. “Customer” means the person purchasing products through the Mountain Jade website.
2. PRICE
2.1. Our prices are stated in New Zealand dollars. Our currency conversion tool provides an indicative price in selected currencies, but payment is processed in New Zealand dollars. Your payment provider determines any exchange rate and fees applied to your payment.
2.2. Any delivery fee will be included in the total price at checkout. Fees vary depending on shipping destination and service. Mountain Jade may change delivery fees without prior notice, but changes will not affect orders already placed.
2.3. For orders sent outside New Zealand, the recipient is responsible for any applicable import duties, taxes, tariffs and customs clearance charges, unless expressly included at checkout. These charges are determined by the destination country and may be collected by customs or the courier. Please check the requirements before ordering and ensure any gift recipient is aware of their responsibility to pay.
2.4. Mountain Jade may change product prices without prior notice. Changes will not affect orders already placed, subject to clause 2.5.
2.5. If a computer or pricing error materially affects your order, Mountain Jade will contact you to explain the error and arrange a resolution. Any correction or cancellation will be subject to applicable law. We will not charge an additional amount without your agreement.
CUSTOMER DETAILS
3.1. The Customer is responsible for providing accurate recipient, delivery and contact details and checking these on their order confirmation. Please notify Mountain Jade immediately of any errors. Changes cannot be guaranteed once an order has been processed or dispatched.
3.2. Where incorrect details supplied by the Customer result in additional delivery or return costs, the Customer is responsible for reasonable, actual costs where legally permitted. Mountain Jade will explain any charges and will not pass on costs caused by its own or the courier’s error.
4. PAYMENT
4.1. The Customer must pay using one of the payment methods available at checkout. Available methods may change without prior notice. Any eligibility requirements and terms of the payment provider apply.
5. PRODUCT RANGE & AVAILABILITY
5.1. All products are subject to availability while stocks last. If an ordered product is unavailable, Mountain Jade will contact the Customer to arrange an agreed alternative or refund the unavailable product and any delivery charges relating solely to it.
5.2. Mountain Jade reserves the right to limit quantities of the product.
6. DELIVERY
6.1. Mountain Jade delivers to most locations worldwide, with some restrictions listed on our Shipping page. We will arrange delivery to the address provided by the Customer. Delays may occur outside our control, but this does not limit the Customer’s rights under applicable consumer law.
6.2. Delivery timeframes are estimates from dispatch, unless expressly stated otherwise. Customs clearance, public holidays and other unforeseen delays may affect delivery. This does not affect any legally required delivery timeframe.
6.3. Ownership and responsibility for safekeeping of the products pass to the Customer once correctly delivered to the nominated address in accordance with the agreed delivery service and any valid delivery instructions. This includes delivery to an authorised recipient or leaving the parcel in accordance with a valid authority to leave, subject to applicable consumer law.
6.4. Changing your mind does not automatically entitle you to refuse delivery or receive a refund. Change-of-mind returns are subject to section 11. This does not affect any statutory cancellation or return rights.
6.5. Mountain Jade may hold an order where reasonably necessary to verify payment, confirm delivery details or comply with legal requirements. We will contact the Customer if further information is needed. If we cannot fulfil the order, we will refund any payment for the unfulfilled order.
6.6. Please notify Mountain Jade of any order shortage or damage in transit as soon as possible, ideally within five working days of receipt. Keep the packaging and provide photographs where reasonably possible to assist our investigation. This requested reporting period does not limit statutory rights.
6.7. If an order is returned because the Customer or recipient refuses delivery, fails to collect it or does not pay applicable import charges, the Customer is responsible for reasonable, actual return shipping costs where legally permitted. Any change-of-mind store credit will be assessed once the item has been received and inspected. Statutory cancellation and refund rights remain unaffected.
6.8. Original delivery charges are not included in change-of-mind store credit once the delivery service has been provided, unless otherwise agreed. This does not exclude delivery costs that we are legally required to refund.
6.9. Signature requirements depend on the delivery service selected. If you select a non-signature service or give the courier authority to leave your parcel, you are responsible for its safekeeping once correctly delivered in accordance with that service and any valid instructions. Please check any standing authority to leave for your address. We will investigate parcels left without valid authorisation where a signature was required.
6.10. Overseas returns may incur customs clearance or import charges when re-entering New Zealand. For change-of-mind returns, the Customer is responsible for actual, non-recoverable charges where legally permitted. We will explain any deduction from store credit. Please contact us for return instructions before posting.
6.11. Refusing or not paying applicable duties, taxes or customs charges does not automatically remove responsibility for them. Where charges are passed back to Mountain Jade because of the Customer’s unjustified refusal or failure to collect, we may deduct reasonable, actual, non-recoverable costs from an available credit or refund where legally permitted. We will explain any deductions and will not charge the same cost twice. This does not affect statutory cancellation or refund rights.
7. ORDER VARIATIONS/CANCELLATIONS/RETURNS
7.1. The Customer may request a change or cancellation before the order has been packed by contacting customercare@mountainjade.co.nz. Accepted change-of-mind cancellations receive online store credit only. Once dispatched, any return is subject to section 11. This does not affect statutory cancellation or refund rights.
7.2. If you wish to return an item for change of mind, you must contact Mountain Jade within 5 working days of receipt. Requests outside this timeframe will not be accepted for store credit. For faulty or not-as-described items, see Section 11.
8. USE OF CUSTOMERS INFORMATION
8.1. The Customers use of this website will generate certain information that will be recorded electronically by Mountain Jade. Mountain Jade will also record the Customer's contact details, and any related personal details that the Customer supplies. We do not record credit card details.
8.2. The Customer acknowledges that Mountain Jade' employees may use the information identified in the previous clause for purposes connected with the supply of services to the Customer. Such services include administration of the Customer's order or account on the website and keeping the Customer up to date with new offers at Mountain Jade. Mountain Jade agrees not to disclose any of the Customer's personal information without the Customer's consent.
8.3. The Customer may at any time make a written request to see any personal information that Mountain Jade holds or to ask to correct any mistakes in that information.
8.4. The Customer may at any time request that Mountain Jade remove their details from the database.
9. CONSENT TO RECEIPT OF ELECTRONIC MESSAGES
9.1. The Customer acknowledges that by agreeing to receive promotional material they expressly consent to their inclusion in Mountain Jade' direct marketing database and accept that they may, as a result, receive electronic communications and promotional communications from Mountain Jade. The Customer has the right to ask Mountain Jade at any time to stop sending online communications and promotional offers to them.
10. SECURITY OF INFORMATION
10.1. Mountain Jade shall use its best efforts to prevent any unauthorised entry into the Mountain Jade website. However, Mountain Jade shall not be liable for any damage or loss whatsoever if any third party gains unauthorised access to the site.
10.2. The Customer is obligated to keep their login and password details safe and confidential at all times.
11. RETURNS, STORE CREDIT & CONSUMER RIGHTS
11.1. For purchases made from 1 February 2026, eligible change-of-mind returns notified within five working days of receipt receive online store credit only. We do not offer refunds or store credit for change-of-mind requests outside this period unless otherwise agreed. This does not affect any statutory cancellation or refund rights.
11.2. For hygiene reasons, earrings are excluded from our voluntary change-of-mind returns policy. This does not affect statutory rights.
11.3. Please provide your order number, receipt or other reasonable proof of purchase when requesting a return or remedy. Contact us for return instructions before sending an item back.
11.4. The Customer pays return postage for change-of-mind returns and is responsible for securely packaging the item and arranging its safe return. We recommend a tracked service and keeping proof of posting. For a confirmed fault or other qualifying statutory remedy, Mountain Jade will meet reasonable return costs as required by law. Unclaimed parcels are addressed in clause 6.7.
11.5. If a parcel is missing or damaged, contact Mountain Jade promptly. We will investigate using the delivery service, instructions and available evidence. A tracking status of “delivered” does not by itself determine responsibility. Responsibility after correct delivery is addressed in clauses 6.3 and 6.9.
11.6. Applicable destination duties, taxes and customs fees are the recipient’s responsibility unless expressly included at checkout. Charges paid directly to customs or a courier are normally reclaimed through that organisation. This does not exclude any reimbursement Mountain Jade is legally required to provide.
11.7. Nothing in these terms affects your rights under the Consumer Guarantees Act or other applicable mandatory consumer law. If an item is faulty, not as described or otherwise fails to meet consumer law requirements, we will provide the appropriate remedy, which may include repair, replacement or refund. Store credit will not replace a refund where a refund is legally required.
