Our Policies

*Cut-off time for an order – is 12:00pm from Monday to Friday
*Pick-up option/Click and Collect


OUR POLICIES

Customers are required to be present to receive an order. 

DELIVERY & LIABILITY POLICY 

Deliveries will, subject to these terms and conditions, be made to the Delivery Point on the Delivery Date. You will receive a tracking link via email, once order is confirmed. Please be aware we do not process orders on Saturday, Sunday, or on holidays.

If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email or telephone.


We only deliver within Auckland region.
We don’t deliver to rural addresses or P.O. Boxes.


North Auckland: Long Bay

West Auckland: Ranui and Titirangi

East Auckland: Flatbush and Howick

South Auckland: Manukau




COURIER SERVICES

We have no liability to you for delay in the delivery of any item. Our delivery targets are a guide only – we do not guarantee delivery within these targets.  Please note, occasionally adverse weather conditions will affect the operations of our courier services or inter island air freight. Delivery times quoted are subject to third party acts such as courier delays and weather. 

DELIVERY DAYS

North Auckland:
Tuesday & Saturday
West Auckland:
Tuesday & Saturday
Central Auckland:
Tuesday, Wednesday & Saturday
South Auckland:
Wednesday & Sunday
East Auckland:
Wednesday & Sunday


*Courier option for Hot Chocolate
Our courier services are provided by New Zealand Post which operates Monday, Tuesday, Wednesday, Thursday, Friday, and Saturday (delivery depending on your location).

TRACKING

You will receive an email on the morning of your delivery day with a link to live track the delivery.



ACCEPTANCE INSPECTION OF THE GOODS

For frozen products or mixed orders, you will need to be onsite to accept the delivery. If you are not there, we will take the frozen products or mixed orders back with us and will contact you to arrange a redelivery date. Kohu Road Ltd. shall be entitled to assume that any person accepting delivery of the Products is either the Customer or someone that is authorised to do so on behalf of the Customer.


The delivery will then be rescheduled for the next available delivery window, and charges may apply for the redelivery.

All dry goods will be left at the door unless otherwise specified.

Upon receipt of the goods, the customer shall examine them for defects without undue delay.

Notification of any obvious defects/damage shall be given without undue delay, but no later than within 3 days of receipt of the goods. Notification of hidden defects/damage shall be given within 5 days of their discovery. Such notification of defects must be in writing and shall precisely specify the type and extent of the defect/damage.


CANCELLING DELIVERIES

If you are unable to be at home or cannot accept a delivery on your scheduled delivery day, we require notice of cancellation by 12pm the day of delivery. The delivery will then be rescheduled for the next available delivery window. We cannot guarantee a refund or re-delivery if notice is provided after 12pm or zero notice is given.

 

RETURN POLICY

RETURNS 

All purchases are covered by the Consumer Guarantees Act 1993 which guarantees that any goods purchased for personal use may be returned to us if they are considered faulty, for repair, replacement or refund of the purchase price, within a reasonable period of time after receipt, as defined by the Act.
To complete your return, we require a receipt or proof of purchase.


REFUND OR REPLACEMENT 

- Product damaged during transit 
- Product not received due to error on our end
- Wrong order received

We shall not accept returns for change of mind or if you make a wrong decision unless due to our negligence or incorrect information supplied by Ourselves.

If you have a problem with your product, please email hello@kohuroad.co.nz with your order number and a photo of the product as it was received. Once we have inspected, we will send you an email to notify you of the approval or rejection of your refund.

If your return is approved, we will initiate a refund to your credit card (or original method of payment).You will receive the credit within a certain amount of days, depending on your card issuer's policies.Please note that the cost of return shipping will be deducted from your refund.


LATE OR MISSING REFUNDS (IF APPLICABLE)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at hello@kohuroad.co.nz

ALLERGEN-FREE PRODUCTS

Subject to law, Kohu Road Ltd. will not be liable for any costs, fees, claims, damages, charges whatsoever, including medical and dental costs, if a customer has any adverse reaction (including dental damage) to a product sold by Kohu Road Ltd., directly or any other method.

 

TERMS & CONDITIONS

OVERVIEW
This website is operated by Kohu Road Ltd. Throughout the site, the terms “we”, “us” and “our” refer to Kohu Road Ltd.

Kohu Road Ltd. offers this website, including all information, tools, and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here.


By visiting our site and purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including those additional terms and conditions and policies referenced herein and/or available by hyperlink. 

Please read these Terms of Service carefully before accessing or using our website. If these Terms of Service are considered an offer, acceptance is expressly limited to these Terms of Service.

Any new Service, features or tools which are added to the current store shall also be part of the Terms of Service subject to existing contractual arrangements. You can review the most current version of the Terms of Service at any time on this page. We reserve the right to update, change or replace any part of these Terms of Service by posting updates and/or changes to our website. 


Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.

SECTION 1 - ONLINE STORE TERMS

(a) You affirm that you are either more than 18 years of age, or possess legal parental or guardian consent, and are fully able and competent to enter into the terms, conditions, obligations, affirmations, representations, and warranties set forth in these Terms & Conditions

(b) You may not use our products for any illegal or unauthorised purpose, nor may you, in the use of the Service, violate any laws (including but not limited to copyright laws). 

(c) You must not transmit any worms or viruses or any code of a destructive nature.


SECTION 2 - GENERAL CONDITIONS

(a) Subject to compliance with the law, we reserve the right to refuse service to anyone for any reason at any time. 

(b) You understand that your content (not including credit card information), may be transferred unencrypted and involve (i) transmissions over various networks; and (ii) changes to conform and adapt to technical requirements of connecting networks or devices. Credit card information is always encrypted during transfer over networks.

(c) You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of the Service, use of the Service, or access to the Service or any contact on the website through which the service is provided, without express written permission by us.

(d) The headings used in this agreement are included for convenience only and will not limit or otherwise affect these Terms.

SECTION 3 - ACCURACY, COMPLETENESS AND TIMELINESS OF INFORMATION

(a) This site may contain certain historical information. Historical information, necessarily, is not current and is provided for your reference only.  

(b) We reserve the right to modify the contents of this site at any time.

 

SECTION 4 - MODIFICATIONS TO THE SERVICE AND PRICES

(a) Subject to complying with existing obligations, we reserve the right at any time to modify or discontinue the Service (or any part or content thereof) without notice at any time.

SECTION 5 - PRODUCTS OR SERVICES (if applicable)

(a) Certain products or services may be available exclusively online through the website. These products or services may have limited quantities.

(b) We have made every effort to display as accurately as possible the colours and images of our products that appear at the store. We cannot guarantee that your computer monitor's display of any colour will be accurate.

(c) Subject to legal requirements:

(i) We reserve the right, but are not obligated, to limit the sales of our products or Services to any person, geographic region, or jurisdiction. We may exercise this right on a case-by-case basis.

(ii) We reserve the right to limit the quantities of any products or services that we offer.

(iii) We reserve the right to discontinue any product at any time.

(iv) We reserve the right to refuse any order you place with us.

(v) We may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. In the event that we make a change to an order, we will attempt to notify you by contacting the e‑mail and/or billing address/phone number provided at the time the order was made.

(vi) We reserve the right to limit or prohibit orders that, in our sole judgement, appear to be placed by dealers, re-sellers or distributors.

 

SECTION 6 - ACCURACY OF BILLING AND ACCOUNT INFORMATION  

(a) You agree to provide current, complete, and accurate purchase and account information for all purchases made at our store. You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.

(b) Please refer to our Returns Policy.


SECTION 7 - OPTIONAL TOOLS

(a) We may provide you with access to third-party tools over which we neither monitor nor have any control nor input.  You acknowledge and agree that we provide access to such tools ”as is” and “as available” without any warranties, representations or conditions of any kind and without any endorsement. We shall have no liability whatsoever arising from or relating to your use of optional third-party tools. Any use by you of optional tools offered through the site is entirely at your own risk and discretion and you should ensure that you are familiar with and approve of the terms on which tools are provided by the relevant third-party provider(s).

(b) We may also, in the future, offer new services and/or features through the website (including, the release of new tools and resources). Such new features and/or services shall also be subject to these Terms of Service.

 

SECTION 8 - THIRD-PARTY LINKS

(a) Certain content, products and services available via our Service may include materials from third-parties. Third-party links on this site may direct you to third-party websites that are not affiliated with us. We are not responsible for examining or evaluating the content or accuracy and we do not warrant and will not have any liability or responsibility for any third-party materials or websites, or for any other materials, products, or services of third-parties. We are not liable for any harm or damages related to any third-party websites. Please review carefully the third-party's policies and practices and make sure you understand them before you engage in any transaction. 

(b) Complaints, claims, concerns, or questions regarding third-party products should be directed to the third-party.

 

SECTION 9 - USER COMMENTS, FEEDBACK AND OTHER SUBMISSIONS

(a) If, at our request, you send certain specific submissions (for example contest entries) or without a request from us you send creative ideas, suggestions, proposals, plans, or other materials, whether online, by email, by postal mail, or otherwise (collectively, 'comments'), you agree that we may, at any time, without restriction, edit, copy, publish, distribute, translate and otherwise use in any medium any comments that you forward to us. We are and shall be under no obligation (i) to maintain any comments in confidence; (ii) to pay compensation for any comments; or (iii) to respond to any comments.
We may, but have no obligation to, monitor, edit or remove content that we determine in our sole discretion are offensive, threatening, libellous, defamatory, pornographic, obscene or otherwise violates any party’s intellectual property or these Terms of Service. 

(b) You agree that your comments will not violate any right of any third-party, including copyright, trademark, privacy, personality or other personal or proprietary right. You further agree that your comments will not contain libellous or otherwise unlawful, abusive or obscene material, or contain any computer virus or other malware that could in any way affect the operation of the Service or any related website. You may not use a false e‑mail address, pretend to be someone other than yourself, or otherwise mislead us or third-parties as to the origin of any comments. You are solely responsible for any comments you make and their accuracy. We take no responsibility and assume no liability for any comments posted by you or any third-party.

SECTION 10 - PERSONAL INFORMATION

(a) Your submission of personal information through the store is governed by our Privacy Policy.  Please view our Privacy Policy.

SECTION 11 - ERRORS, INACCURACIES AND OMISSIONS

(a) Occasionally there may be information on our site or in the Service that contains typographical errors that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We reserve the right to correct any such errors. 

(b) If any information in any related website is inaccurate at any time without prior notice, we undertake no obligation to update, amend or clarify information on any related website. No specified update or refresh date applied in the Service or on any related website, should be taken to indicate that all information in the Service or on any related website has been modified or updated.

SECTION 12 - PROHIBITED USES

(a) In addition to other prohibitions as set forth in the Terms of Service, you are prohibited from using the site or its content:

(i) for any unlawful purpose;

(ii) to solicit others to perform or participate in any unlawful acts;

(iii) to violate any international or domestic rules, laws, or regulations;

(iv) to infringe upon or violate our intellectual property rights or the intellectual property rights of others;

(v) to harass, abuse, insult, harm, defame, slander, disparage, intimidate, or discriminate based on gender, sexual orientation, religion, ethnicity, race, age, national origin, or disability;

(vi) to submit false or misleading information;

(vii) to upload or transmit viruses or any other type of malicious code that will or may be used in any way that will affect the functionality or operation of the Service or of any related website, other websites, or the Internet;

(viii) to collect or track the personal information of others;

(ix) to spam, phish, pharm, pretext, spider, crawl, or scrape;

(x) for any obscene or immoral purpose; or

(xi) to interfere with or circumvent the security features of the Service or any related website, other websites, or the Internet.

(b) We reserve the right to terminate your use of the Service or any related website for violating any of the prohibited uses.

SECTION 13 - DISCLAIMER OF WARRANTIES; LIMITATION OF LIABILITY

(a) The guarantees and provisions of the Consumer Guarantees Act 1993 apply to goods sold and services provided by us to you. 

(b) We will use our best endeavours to deliver the goods and provide the services contracted for on the day required or on the day we indicate but cannot guarantee delivery on that day as we are dependent upon carriers and third parties for this purpose, non-working days, and circumstances beyond our control. We will, however, make deliveries of the goods and services contracted for as is reasonable in the circumstances.

(c) Subject to existing contractual obligations, you agree that from time to time we may change or remove the goods and services advertised or promoted on our website for sale or elsewhere without notice to you.

SECTION 14 - INDEMNIFICATION

(a) You agree to indemnify, defend and hold harmless Kohu Road Ltd, subsidiaries, affiliates, partners, officers, directors, agents, contractors, licensors, service providers, subcontractors, suppliers, interns and employees, harmless from any claim or demand, including reasonable legal fees, made by any third-party due to or arising out of your breach of these Terms of Service or the documents they incorporate by reference, or your violation of any law or the rights of a third-party.

SECTION 15 - SEVERABILITY

(a) In the event that any provision of these Terms of Service is determined to be unlawful, void or unenforceable, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed to be severed from these Terms of Service, such determination shall not affect the validity and enforceability of any other remaining provisions.

SECTION 16 - TERMINATION

(a) The obligations and liabilities of the parties incurred prior to the termination date shall survive the termination of this agreement for all purposes. 

(b) If in our sole judgment you fail, or we suspect that you have failed, to comply with any term or provision of these Terms of Service, we also may terminate this agreement at any time without notice and you will remain liable for all amounts due up to and including the date of termination; and/or accordingly we may deny you access to our Services (or any part thereof).

SECTION 17 - ENTIRE AGREEMENT

(a) The failure of us to exercise or enforce any right or provision of these Terms of Service shall not constitute a waiver of such right or provision. 

(b) These Terms of Service and any policies or operating rules posted by us on this site or in respect to The Service constitutes the entire agreement and understanding between you and us and govern your use of the Service, superseding any prior or contemporaneous agreements, communications and proposals, whether oral or written, between you and us (including, but not limited to, any prior versions of the Terms of Service).

(c) Any ambiguities in the interpretation of these Terms of Service shall not be construed against the drafting party.

 

SECTION 18 - GOVERNING LAW

(a) These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of New Zealand.


SECTION 19 - CHANGES TO TERMS OF SERVICE

(a) You can review the most current version of the Terms of Service at any time at this page.

(b) Subject to pre-existing contractual rights, we reserve the right, at our sole discretion, to update, change or replace any part of these Terms of Service by posting updates and changes to our website. 

SECTION 20 - CONTACT INFORMATION

(a) Questions about the Terms of Service should be sent to us at  hello@kohuroad.co.nz 

(b) Please refer to our website regarding our Returns Policy and Privacy policy and the other items set out there.