Terms of Service

1. Introduction
Welcome to Avenues Cookies, a custom cookie business based in Tauranga, New Zealand, serving customers nationwide (Registration No.: TCC002398). These Terms of Service ("Terms") govern your use of our website, services, and products. By accessing our website or placing an order, you agree to be bound by these Terms.

2. Ordering and Payment
2.1. Age Requirement
You must be 18 years or older to place an order.
2.2. Pricing
Prices are listed on our website and are subject to change without notice.
2.3. Payment Methods
We accept payments by credit card, debit card, Google Pay, and Apple Pay.
2.4. Order Confirmation
Orders are confirmed when payment is successfully processed.
2.5. Payment Security
We use secure, industry-standard encryption to protect your payment information.

3. Order Accuracy and Customer Responsibility
3.1. Customer Information
You are responsible for providing accurate and complete information when placing an order, including but not limited to your name, address, phone number, and email address.
3.2. Order Details
We are not responsible for any issues arising from incorrect or incomplete information provided by you, including delays, lost or incorrect orders. We are not liable for any resulting costs or damages.

4. Consumer Guarantees Act (CGA) and Fair Trading Act (FTA)
4.1. Compliance
We comply with our obligations under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986.
4.2. Consumer Rights
Under the CGA, you have the right to a remedy if a cookie is not of acceptable quality or differs significantly from the description. Note that, as our cookies are custom-made, variations in appearance within industry standards are not grounds for a remedy.
4.3. Misleading or Deceptive Conduct
We ensure all marketing and product representations are clear, accurate, and comply with the FTA.

5. Shipping and Delivery
5.1. Processing and Shipping
Our standard processing time is 3 business days. On each product page, you select a shipping date, which is the date your order will be collected by the courier. The earliest available date is 3 business days from when you place your order, and it may be later if our production schedule is full.
5.2. Shipping Rates and Delivery Times
Shipping rates and estimated courier delivery times are listed on our website. Delivery times vary by region, and rural deliveries may take longer.
5.3. Rush Orders
If you require an earlier shipping date, meaning a processing time of less than 3 business days, you must contact us before placing your order to check availability. Rush orders are subject to our production schedule, and an additional fee may apply.
5.4. Courier Delivery
All orders are delivered by third-party couriers. Once your order has been dispatched, delivery is outside our control, and we are not responsible for courier delays or delivery issues. We will, however, assist where possible in following up with the courier company if problems occur.

6. Order Changes, Cancellations, and Refunds
6.1. Order Changes and Cancellations
Each order requires advance preparation, including reserving time in our schedule and setting up your custom design. Preparation usually begins within 24 hours of receiving the order. To request a change or cancellation, you must contact us immediately by email. Once production begins, cancellations or changes are not guaranteed. If they are approved, fees may apply to cover costs.
6.2. Refunds and Replacements
If you request a refund before production of your cookies has been completed, we may approve a partial refund. Once production has been completed, refunds are not available except where your order arrives damaged, contains an error made by us, or does not meet the standards required under New Zealand law. In such cases, we will provide an appropriate remedy, which may include a replacement, credit, or refund.
6.3. Your Legal Rights
Nothing in these Terms affects your rights under New Zealand law, including those outlined in Clause 4 (Consumer Guarantees Act and Fair Trading Act).

7. Upload Policy and Intellectual Property
7.1. Ownership and Responsibility
By uploading an image for your cookies, you confirm that you have the right to use it, whether it is your own or you have permission to use it. We are not responsible for verifying permission or ownership of your uploaded image, nor for any problems that may result from its use. You are also responsible for ensuring the correct image is uploaded.
7.2. Permissions
You give us permission to use your uploaded image to produce your cookies. We may also use photos of the finished cookies for marketing, unless you request otherwise.
7.3. Upload Standards
We reserve the right to decline any image that we consider inappropriate or offensive.

8. Website Content Ownership
8.1. Content Ownership
All content on our website, including designs, logos, text, and images, is owned by us.
8.2. Restrictions
You may not use, reproduce, modify, or distribute any of our website content without our permission.

9. Liability and Disclaimers
9.1. Allergens and Food Sensitivities
Our cookies contain allergens including wheat, gluten, milk, and egg. They may also contain traces of soy, peanuts, macadamias, pecans, or pistachios due to the nature of our production process. It is your responsibility to review the ingredient and allergen information before consumption.
9.2. Image Uploads and Visual Discrepancies
9.2.1. The colours and appearance of your uploaded image on the cookies may differ from what you see on your screen, due to variations in digital displays and our production process.
9.2.2. You are responsible for uploading the correct image. We are not liable for any issues arising from incorrect uploads.
9.3. Liability Limitation
Our liability is limited to the amount paid for the cookies and does not cover any indirect or additional losses.
9.4. Events Outside Our Control
We are not liable for delays or problems caused by events beyond our control, including courier delays.

10. Food Safety and Hygiene
10.1. Preparation Standards
We adhere to strict food safety standards in the preparation, storage, and handling of all cookies.
10.2. Ingredient Sourcing
We source all ingredients from reputable suppliers that meet food safety and quality regulations.
10.3. Allergen Information
Allergen information is provided in Clause 9.1.
10.4. Packaging, Storage, and Consumer Responsibility
Our cookies are individually sealed in food-safe bags, and all packaging materials are environmentally friendly. Once delivered, it is your responsibility to store and handle the cookies in accordance with the instructions provided in the Cookie Care section on each product page of our website. We are not liable for any quality or safety issues resulting from improper storage or handling.

11. Privacy
11.1. Privacy Compliance
We comply with the New Zealand Privacy Act 2020 and take the privacy of your personal information seriously.
11.2. Privacy Policy
For detailed information on how we handle your data, please refer to our Privacy Policy.

12. Governing Law and Amendments
12.1. Governing Law
These Terms are governed by the laws of New Zealand.
12.2. Amendments
We may update these Terms from time to time, with changes taking effect once published on our website.
12.3. Last Updated
11 September 2025.
12.4. Jurisdiction and Dispute Resolution
We are committed to resolving any disputes through mutual discussion or mediation. If a resolution cannot be reached, disputes may be referred to the Disputes Tribunal or, where applicable, the courts of New Zealand.

13. Acceptance
By placing an order or using our services, you confirm that you have read, understood, and agree to these Terms of Service. Your acceptance of these Terms is required before your order can be processed. If you do not agree with any part of these Terms, you should not place an order or use our services.