Our commitment to fair, transparent policies for all Claristone clients.
Claristone is committed to complete customer satisfaction. If you are not satisfied with any aspect of our service, please contact us at hello@claristone.co.nz or call +64 21 817 484 and we will work promptly to resolve the issue.
If you are dissatisfied with work delivered, please contact us within 7 days of delivery. We will make every reasonable effort to remedy the issue through additional work or, where a remedy is not possible, a partial or full refund at our discretion. Refunds for services are assessed case by case - we aim to always find a fair resolution.
Physical products (such as printed materials or licensed software delivered on physical media) must be returned in an unused condition in their original packaging within 7 days of purchase to be eligible for a refund. Return shipping costs are the responsibility of the customer. Restocking fees may apply.
To cancel a subscription or ongoing service, please provide 30 days' written notice by email to hello@claristone.co.nz. Your service will continue until the end of the current paid period. No refund is available for unused subscription time. One-off setup fees and project deposits are non-refundable once work has commenced.
For website design and development projects, a deposit (typically 50%) is required before work begins. This deposit is non-refundable once the project is underway, as it covers time and resources already committed. If you wish to cancel a project mid-way, you will be invoiced for work completed to that point at our standard hourly rate.
For digital services (website design, SEO, etc.), delivery timeframes will be outlined in your project brief or service agreement. We aim to meet all agreed deadlines and will notify you promptly if any factor outside our control causes a delay.
For any physical products ordered through Claristone, in-stock items are typically packaged and dispatched the next business day. Delivery times depend on your location and the carrier. Please contact us with your order reference if you have any queries about delivery.
To request a refund or cancel your service:
These policies are to be read in conjunction with our Terms and Conditions. In the event of any conflict, our Terms and Conditions take precedence.
For New Zealand consumer rights information, please visit consumerprotection.govt.nz.
We genuinely care about every client's experience. If something hasn't gone the way you expected, please reach out - we'll do everything we can to make it right.
Last updated: January 2026