Terms & Conditions

Product availability

We will make every effort to have stock available to meet our orders. If however a product is not available, then we will let you know / replace the item / refund you the purchase amount. The Hidden Gem may change the range of products available at any time.

Payment

All prices are in New Zealand Dollars. We currently accept credit and debit card payments via Stripe, our payment gateway. Your personal and financial details are securely encrypted to ensure your money and information stays safer when you pay online. Plus, your financial information is never shared. We never see or store your credit card details when you place an order with us. Our checkout process is also secured by HTTPS / TSL encryption.

We also accept direct bank deposit/transfer. Just select this option at the checkout stage. Please note that if the customer adds their funds to the wrong bank account and the correct number was provided by The Hidden Gem, then The Hidden Gem won’t be responsible for correcting the payment mistake. 

Please also note that goods won’t be dispatched until such time as the funds have been received by The Hidden Gem.

Cancellations and/or refunds

Orders can be cancelled if the goods have not been dispatched at the time the cancellation request is made. Please use our contact page if you wish to cancel your order, quoting your name, email address and order number. If the order has already been shipped, a cancellation may not be possible.

Refunds

We expect that you will be completely satisfied with any goods you receive from The Hidden Gem. However, in the unlikely event that a product does not meet your expectations please contact us immediately to arrange a solution. We accept responsibility for properly packaging and addressing the goods as instructed. If your order is mislaid or you receive goods that have been damaged in transit, please contact us immediately and we will work to rectify any such issues promptly. Please Note: If you send us the wrong address information and your package is lost we will endeavour to sort it out but ultimately we cannot replace or refund under these circumstances.

Damaged Goods

We accept responsibility for properly packaging and addressing the goods as instructed. If your order is mislaid or you receive goods that have been damaged in transit, please contact us immediately [within 10 days] and we will work to rectify any such issues promptly.

Communications

By purchasing from this website, you consent to receive the electronic communications (email) from The Hidden Gem. These communications will include: account status updates; order status updates and shipping status. Please note that we will not send you any promotional and marketing materials.

Disclaimer

Please note that The Hidden Gem is not liable if the shipping address is incorrect at the time of checkout. If shipping overseas from New Zealand, please note that you may be subject to import duties and taxes, which are levied once a shipment reaches your country. In addition, your order may be subject to customs and clearance charges, which The Hidden Gem will not be responsible for. These charges may vary and are outside of our control.

The Hidden Gem abides by the New Zealand Consumer Guarantees Act 1993.

The information on this website is provided “as is” and for general information only. The Hidden Gem has provided this information for the benefit of users in good faith and with reasonable care. However, errors and omissions in this website and the information on it may occur from time to time and The Hidden Gem does not guarantee that the website will always operate or be error free.

Accordingly, to the maximum extent permitted by law, The Hidden Gem does not accept any liability for the use of or inability to use this site, or for any loss or damage which may directly or indirectly result from any opinion, information, advice, representation or omission contained on this web site.