Kaia Customs – Terms & Conditions (Rings & Pendants)

Thank you for choosing Kaia Customs. Every piece we create is handcrafted with care and attention to detail. These Terms & Conditions set clear expectations to protect both you and us.

By placing an order with Kaia Customs, you agree to the following terms.

Production Policy

All jewellery is made to order. Production begins once full payment has cleared.
Standard production timeframe: 4–7 weeks from cleared payment. This is an estimate only. Delays (e.g., suppliers, materials, holidays, couriers) do not entitle you to a refund or compensation.
Slight variations may occur due to the handmade and custom nature of our process.

Design Approval & Amendments (Custom Pieces Only)

You will receive a design to approve before production starts.
Once approved:
The design is final.
One free basic mock-up with up to three (3) amendments included.
Additional amendments after the third require an amendment fee.
3D mock-ups: $25 per ring.
Paint colour requests: $50 per ring.
Requests for photos during production may incur extra fees.

Amendments After Production Starts

Any changes after production begins incur a minimum fee of $100.
If production has progressed beyond CAD (casting, setting, plating), a full remake may be required (quoted separately).
All amendment fees must be paid before work continues.
Once production starts, all payments are final and non-refundable.

Ring Sizing (Rings Only)

Customers are fully responsible for providing the correct ring size.
A third-party ring sizing tool/app is available, but Kaia Customs accepts no responsibility for its accuracy.
Wider bands (e.g., biker rings) fit tighter than slim bands – please allow for this when confirming size.
Resizing after delivery may not always be possible. If it is, additional costs and production time will apply.
Shipping fees for resizing or returns are the customer’s responsibility.

Artwork & Privacy

Customers must provide high-quality artwork for custom designs.
Kaia Customs is not responsible for errors caused by low-quality or unclear artwork.
Your artwork is kept private and secure – we never share, reproduce, or use it for other purposes.
Payment and personal details are processed through secure third-party providers (e.g., Stripe, Afterpay, Zip, POLi). We never store your card or account details.

Extra Costs & Non-Standard Requests

Design amendments: Minimum $100 after final approval.
Ring resizing or remake: Additional fees apply if incorrect size is supplied.
Special requests (e.g., 10K/14K/18K gold, diamonds, gemstones, engravings, custom packaging) are quoted separately and require full upfront payment.
Payment processing fees from third-party providers are non-refundable if an order is cancelled after work has started.

Shipping Policy

New Zealand:
- Custom rings: Free standard tracked shipping to urban addresses.
- Pendants: Shipping & packaging fees apply (shown at checkout).
- Delivery timeframe: 3–10 working days after dispatch.
International Orders: Prices vary. Please contact us for a quote before placing your order.
Fast shipping available at extra cost.
Once dispatched, Kaia Customs is not responsible for courier delays, loss, damage, or missed deliveries.

Packaging

Pendants: Premium jewellery boxing included.
Rings: Premium boxes included only with premium ring orders. All other ring orders are securely packaged but do not include premium boxes unless agreed.

Communication

You must remain contactable during production.
If we do not hear from you for 14 days, Kaia Customs may:
Proceed with the last approved design; or
Place your order on hold without refund; or
Cancel your order without refund.

Refunds & Returns

Rings: No refunds, cancellations, returns, or exchanges once production begins.
Pendants: Returns accepted only for approved manufacturing faults reported within 7 days of receiving your order.

Free Greenstone Pendant Promotion

From time to time, Kaia Customs may run a promotion where customers receive a greenstone pendant by paying only for shipping and safe packaging.

Promotion Requirements

Like and share the original Kaia Customs Facebook post.
Tag 30 close family and friends in the comments.
Once received, complete one of the following:
- Send an unboxing video via Facebook Messenger; or
- Send a photo of yourself wearing the pendant via Messenger.
Leave a review of your pendant experience on the Kaia Customs Facebook page.
Pay the shipping and safe packaging fee listed at checkout.

Failure to complete these steps allows Kaia Customs to withhold or cancel your free pendant.

Limitation of Liability

Kaia Customs’ responsibility is limited to the amount paid for your order. We are not liable for:

Indirect or extra costs you incur.
Emotional distress or lost income.
Dissatisfaction with an approved design.
Damage from resizing or alterations after delivery.
Accuracy of third-party sizing tools/apps.

If your jewellery matches the approved design and details you approved, our obligation is fulfilled.

Final Reminders

Orders take 4–7 weeks after cleared payment.
Free NZ shipping applies to custom rings only.
Pendants have shipping/packaging fees at checkout.
Fast shipping available at extra cost.
No refunds, cancellations, or changes after production begins.
Premium boxes included with premium ring orders (pendants always include premium boxing).
Notify us immediately if your address changes.
Lack of communication may result in your order being paused or cancelled.