Customer Information

Pricing and payment

All prices are shown in New Zealand dollars.

Mugs are $39.95 each, including delivery to addresses within New Zealand. Additional costs may apply if an order needs to be redirected because an incorrect or incomplete delivery address was supplied.

After you submit your order form, we will email you a secure invoice through Hnry. Your order is confirmed once full payment has been received.

Made-to-order products

Our mugs are printed to order. Production begins after payment has been received, so please check that you have selected the correct design and provided the correct delivery information before paying your invoice.

Product images are intended to accurately represent each design. However, colours and positioning may vary slightly between website images and the finished product because of differences in screens and the printing process.

Production and delivery

Please allow approximately 10 working days for your order to be produced before dispatch (please allow extra time for public holiday periods and Christmas).

Once dispatched, delivery times depend on the courier and destination. Rural deliveries may take longer. We will provide tracking information when it is available.

Please make sure your delivery address is complete and correct. If you notice an error, contact us as soon as possible at hello@greymattergoods.co.nz

Grey Matter Goods is responsible for ensuring your order is delivered within a reasonable timeframe and arrives in acceptable condition. If your order is significantly delayed, lost or damaged during delivery, please contact us so we can investigate and put things right.

Change-of-mind returns

Because our mugs are printed to order, we do not accept returns, exchanges or refunds if:

• you change your mind;

• you accidentally select the wrong design;

• you decide you no longer want the product;

• your circumstances change; or

• you find a similar product elsewhere for a lower price.

Please check your order carefully before paying your invoice.

This change-of-mind policy does not limit your rights under the New Zealand Consumer Guarantees Act 1993.

Faulty, damaged or incorrect products

Our products are covered by the Consumer Guarantees Act 1993. This means they must be of acceptable quality, match their description, be safe and be fit for their intended purpose.

If your mug arrives damaged, faulty, unsafe, significantly different from its description, or is not the design you ordered, please contact us as soon as reasonably possible at hello@greymattergoods.co.nz

Please include:

• your name;

• your invoice or order details;

• a description of the problem; and

• clear photographs showing the product and any damage or fault.

We will review the issue and provide an appropriate remedy in accordance with the Consumer Guarantees Act. Depending on the circumstances, this may be a replacement, refund or another suitable solution.

If a product needs to be returned because it is faulty, damaged or incorrect, we will provide return instructions and cover reasonable return-delivery costs.

We may not be able to provide a remedy where a product has been damaged through misuse, accidental damage after delivery, failure to follow the care instructions, or normal wear and tear.

Mug care

Our ceramic mugs are microwave and dishwasher safe. To help preserve the print quality, we recommend using the top shelf of the dishwasher.

Damage caused by misuse or failure to follow the product-care instructions may not be considered a product fault.

Privacy

When you place an order, we collect the personal information needed to process and deliver it. This may include your name, email address, phone number, delivery address, product selections and order-related messages.

We use this information to:

• communicate with you about your order;

• prepare and send your invoice;

• arrange production and delivery;

• provide customer support;

• resolve delivery, return or product issues; and

• meet our legal, tax and record-keeping obligations.

Your information may be shared with trusted service providers, such as Hnry, Google Forms, our product-production provider and delivery companies, but only where necessary to process your order, receive payment or deliver your purchase.

Some of these providers may store or process information outside New Zealand. We take reasonable steps to use reputable providers and protect the personal information entrusted to us.

We do not sell or rent your personal information, and we will not use it for unrelated marketing unless you have chosen to receive marketing from us.

We keep personal information only for as long as reasonably required for the purpose for which it was collected or to meet our legal obligations. We take reasonable steps to protect it from loss, misuse or unauthorised access.

Under the Privacy Act 2020, you may ask to access or correct the personal information we hold about you. To make a request or ask a privacy-related question, email hello@greymattergoods.co.nz

Questions or problems with an order

If you have a question, need to correct an order or experience a problem with a product or delivery, please contact:

Grey Matter Goods
Email: hello@greymattergoods.co.nz

We will make reasonable efforts to respond promptly and resolve the matter fairly.