Terms and Conditions
Laing & Co Last updated: 11/09/2026
These Terms and Conditions (“Terms”) govern your use of laingandco.nz (the “Site”) and any purchase or service booking made through it, from Laing & Co (“we”, “us”, “our”), based in New Plymouth, New Zealand.
By using the Site, placing an order, or dropping off an item for engraving, mounting or refurbishment, you agree to these Terms. Please read them carefully. If you do not agree to these Terms, please do not use the Site or our services.
Nothing in these Terms limits any rights you have under New Zealand law that cannot be excluded, including under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986.
1. Who we are
Laing & Co
Postal Address PO BOX 70 New Plymouth 4340
Phone 027 2733 539
Email [email protected]
2. Our products and services
Laing & Co offers:
Custom jewellery and watch engraving, personalisation and repair-related services.
Academic, sports and activity medals, ribbons and related engraving, available for purchase through our online shop.
Replica and refurbished service medals, including miniature and full medal groups, medal mounting, refurbishment and replacement ribbons.
Some items can be purchased directly through our online shop and paid for at checkout. Others — particularly custom engraving, medal mounting and refurbishment — require you to drop an item off at one of our New Plymouth drop-off points, or to enquire with us first so we can confirm pricing, timeframes and requirements before any work begins. We will always make clear on the Site or during your enquiry which category a particular product or service falls into.
3. Orders and acceptance
When you place an order through our online shop, you are making an offer to purchase. We will send you an order confirmation by email, but this confirms only that we have received your order — it does not guarantee acceptance. We may decline or cancel an order at our discretion, for example if:
- a product is out of stock or no longer available;
- there is an error in the price or description of a product on the Site;
- we suspect fraud or unauthorised use of a payment method; or
- we’re unable to verify or fulfil the personalisation/engraving details supplied.
If we cancel an order after payment has been taken, we will refund you in full using your original payment method.
For enquiry-based services (engraving, mounting, refurbishment), no contract exists until we have confirmed the scope of work, pricing and timeframe with you in writing (including by email) and, where applicable, received any deposit required.
4. Pricing and payment
All prices on the Site are displayed in New Zealand dollars (NZD) and, unless stated otherwise, include GST at the applicable rate.
We take reasonable care to ensure prices and product information on the Site are accurate, but errors may occasionally occur. If we discover a pricing error on an order you’ve placed, we will contact you before proceeding, and you may choose to confirm the order at the correct price or cancel it for a full refund.
Payments made through our online shop are processed securely by Stripe. We do not store your full card details. By making a payment, you agree to Stripe’s applicable terms in addition to ours.
For custom or enquiry-based services, we may require a deposit before work begins, with the balance payable on completion or collection. Any deposit requirements will be confirmed with you before you commit to the service.
5. Custom and personalised items
Many of our products and services involve personalisation — for example, custom engraving text, names, dates, or specific medal and ribbon configurations. It is your responsibility to check that all personalisation details, spelling, names and dates you provide are correct before confirming your order or dropping off an item. We are not responsible for errors in personalisation that result from incorrect information you supplied, and additional charges may apply to correct such errors.
Because custom-made and personalised goods are made specifically to your specifications, the right to cancel for change of mind (see clause 7) does not apply to these items once production or engraving has begun, except where the goods are faulty or do not match what was agreed, in which case your rights under the Consumer Guarantees Act 1993 continue to apply in full.
6. Delivery and collection
Where a product is shipped, we will arrange delivery using a courier or postal service to the address you provide at checkout. Estimated delivery timeframes are provided as a guide only and are not guaranteed, as they can be affected by courier delays outside our control. Risk in physical goods passes to you on delivery; however, our obligations under the Consumer Guarantees Act 1993 continue to apply regardless of delivery.
Shipping NZ Post Courier service, prices as previously advised $10.00 flat rate, signature + $3.00, Rural + $6.00
Local pick up by arrangement
Where a service requires you to bring an item to us, we will confirm the relevant New Plymouth drop-off point(s) and any collection arrangements with you directly. Please ensure someone is available to collect items within a reasonable time of being notified they are ready; we may charge a reasonable storage fee for items not collected within 60 days of notification, and, after reasonable attempts to contact you, may deal with uncollected items as permitted by New Zealand law (including under the Contract and Commercial Law Act 2017, which sets out how businesses may deal with uncollected goods).
7. Returns, refunds and your consumer rights
Your rights under New Zealand law. Nothing in this section limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986. If a product or service we provide fails to meet a guarantee under the Consumer Guarantees Act — for example, if it is not of acceptable quality, not fit for purpose, or does not match its description — you are entitled to a repair, replacement or refund, depending on whether the failure is minor or significant, at no cost to you. This applies regardless of anything else stated in these Terms.
Change of mind. For standard, non-personalised products purchased through our online shop, we’re happy to offer a change-of-mind return within Return shipping costs for change-of-mind returns are your responsibility unless we advise otherwise. Change-of-mind returns do not apply to custom, personalised or engraved items (see clause 5), unless the item is faulty.
Faulty, damaged or incorrect items. If a product arrives faulty, damaged in transit, or different from what you ordered, please contact us as soon as possible with photos and your order details. Depending on the circumstances, we will arrange a repair, replacement or refund in line with the Consumer Guarantees Act 1993, at no cost to you.
How refunds are processed. Approved refunds will be made to your original payment method via Stripe, generally within 5–10 business days of the return or resolution being confirmed.
Services (engraving, mounting, refurbishment). If a completed service does not match what was agreed, or has been carried out with a lack of reasonable care and skill, you’re entitled to have the issue remedied under the Consumer Guarantees Act 1993 — this may include having the work corrected, or a refund of some or all of the price, depending on the nature of the issue. Please raise any concerns with us as soon as possible so we can put things right.
Customer-supplied items. Where you provide us with your own item for engraving, mounting or refurbishment (for example, an existing medal, jewellery piece or watch), we will take reasonable care while it is in our possession, but we do not accept liability for pre-existing damage, wear or defects present in the item before it was given to us. We recommend you make sure any item of significant sentimental or monetary value is adequately insured while in transit to and from us.
8. Product descriptions and images
We make reasonable efforts to ensure product descriptions, images, sizing and pricing information on the Site are accurate. However, due to factors such as screen display variations, handcrafted or engraved details, and natural variation in materials (particularly with medals, ribbons and antique or vintage-style replica items), actual products may vary slightly from images shown. This does not affect your rights under the Consumer Guarantees Act 1993 where a product is not fit for purpose or not as described in a material way.
9. Replica service medals
Our replica service medals are reproductions and are clearly sold and described as replicas, not as original issue service medals. It is your responsibility to check any relevant rules, regulations or conventions (for example, around wearing service medals) that may apply to your intended use, particularly for ceremonial or official purposes. We are not responsible for how replica medals are subsequently used or represented by a customer.
10. Intellectual property
All content on the Site — including text, images, logos, graphics and design — is owned by or licensed to Laing & Co and is protected by New Zealand and international intellectual property laws. You may not reproduce, distribute or use this content for commercial purposes without our prior written consent.
11. Acceptable use
You agree not to use the Site for any unlawful purpose, to attempt to gain unauthorised access to our systems, or to interfere with the proper functioning of the Site. We may suspend or restrict access to the Site for anyone who breaches these Terms.
12. Limitation of liability
To the maximum extent permitted by law, and subject always to your rights under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986 (which cannot be excluded), Laing & Co’s liability to you arising from your use of the Site or purchase of products or services is limited to the amount you paid for the relevant product or service. We are not liable for any indirect, incidental or consequential loss, including loss of sentimental value in relation to customer-supplied items, except where such loss arises from our negligence or breach of a non-excludable guarantee.
If you are acquiring products or services for the purposes of a business (as defined under the Consumer Guarantees Act 1993), you agree that the Act does not apply to that supply, to the extent permitted by law.
13. Privacy
Our collection and use of your personal information is set out in our Privacy Policy , which forms part of these Terms.
14. Changes to these Terms
We may update these Terms from time to time to reflect changes in our products, services, or legal obligations. The version posted on the Site at the time of your order will apply to that order. We encourage you to review these Terms periodically.
15. Governing law
These Terms are governed by the laws of New Zealand, and any dispute arising from them will be subject to the non-exclusive jurisdiction of the New Zealand courts. If you have a complaint about a product or service that we’re unable to resolve directly, you may also be able to raise it with Disputes Tribunal New Zealand or the Commerce Commission, depending on the nature of the issue.
16. Contact us
If you have any questions about these Terms, or need to raise an issue with an order or service, please contact us:
Laing & Co
Postal Address PO BOX 70 New Plymouth 4340
Phone 027 2733 539
Email [email protected]