Please read the following carefully.
By using our website, purchasing from us, making an enquiry, booking with us, attending an event, or connecting with Your PRANA, you agree to these Terms & Conditions.
We collect, use, store, and protect personal information in line with New Zealand privacy law and for reasonable business purposes, including enquiries, orders, appointments, delivery, customer support, communication, marketing where consent has been given, and business administration.
We will be operational throughout the year; however, delivery, responses, and open times will differ around the Christmas/New Year period and on public holidays. We will always endeavour to do our best for you.
We ask that you use common sense, move respectfully within our spaces, and handle our products gently and with care.
Prices and products are subject to change without notice. Please check our website for our most current offers. A surcharge may apply to contactless and credit card payments and will be no more than our cost of accepting that payment method.
Customer reviews may be used in various ways to promote Your PRANA, and any use of them will always be done in a thoughtful and respectful manner.
Product Handling
Please handle all products gently and with care. Many of our pieces are one-of-one, handmade, natural, fragile, valuable, or difficult to replace.
If a product is damaged while being handled by you, or by someone under your care or supervision, we may ask you to meet the reasonable cost of repair, replacement, or loss, depending on the circumstances.
Natural Materials, Handmade Pieces, and Product Variation
Many Your PRANA pieces are created from natural materials, including pounamu, crystals, minerals, gemstones, stone, shell, and other earth-formed or organic materials.
Natural materials may carry colour variation, inclusions, texture, internal lines, surface markings, pattern shifts, small pits, mineral deposits, and other features formed by nature.
Handmade, hand-carved, hand-finished, or one-of-one pieces may also show subtle variation in form, polish, symmetry, finish, binding, setting, or presentation.
These natural and handmade characteristics are part of the individuality of each piece and are not automatically considered faults.
We do our best to photograph, describe, and present each product accurately. Colours and details may appear differently depending on lighting, screen settings, photography conditions, and the natural character of the material.
If a particular colour, marking, size, finish, or feature is important to you, please contact us before purchasing so we can provide further photographs, video, or guidance where possible.
Nothing in this section limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.
Product Issues, Returns, and Consumer Guarantees
If you have a concern about a product you have received from Your PRANA, please contact us as soon as possible at info@yourprana.com.
We consider product concerns carefully, respectfully, and in line with New Zealand law.
Change-of-Mind Purchases
Please choose carefully. We are not required to provide a refund, replacement, exchange, or store credit if you change your mind, choose the wrong item, no longer want the product, or decide the piece is not quite right for you.
At our discretion, we may consider an exchange or store credit for eligible change-of-mind purchases where:
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You contact us within 3 days of receiving or purchasing the product.
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The product is returned within 14 days of purchase or delivery, unless otherwise agreed in writing.
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The product is unused, unworn, undamaged, with original labels attached, and returned in its original packaging or equally safe packaging.
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The product is not a sale item, custom-made item, special order, resized item, altered item, gift voucher purchase, or otherwise excluded from change-of-mind returns.
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The product is returned by tracked shipping at your cost, with tracking details provided to us.
We may ask for your contact details, proof of purchase, order details, photographs, or other information reasonably needed to assess the return.
If these requirements are not met, we may decline the exchange or store credit.
Faulty Products and Consumer Guarantees
Nothing in these Terms limits or removes your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.
If a product does not meet a consumer guarantee, we will assess the concern and provide an appropriate remedy in line with New Zealand law. Depending on the issue, this may include repair, replacement, refund, or another remedy required by law.
Where a product concern can reasonably be remedied, we may choose to repair, replace, or refund the product within a reasonable time.
Where the issue is of substantial character, you may have the right to reject the product and choose a refund or replacement, or keep the product and seek compensation for the difference in value, as provided by law.
A remedy may not be available where the issue was caused by misuse, accident, unreasonable wear, alteration, failure to follow care instructions, damage after delivery, loss, or where a known feature or disclosed characteristic was accepted at the time of purchase.
If the product needs to be returned for assessment, we will discuss the safest and most appropriate return process with you. Where New Zealand law requires us to meet reasonable return, repair, replacement, or remedy costs, we will do so.
Custom Orders, Special Orders, Commissions, and Resizing
Custom orders, special orders, commissioned pieces, sourced pieces, resized pieces, altered pieces, and made-to-order work are created, sourced, altered, or reserved specifically for you.
This may include custom jewellery, ring resizing, specially sourced stones, commissioned carvings, altered settings, personalised pieces, customer-requested changes, or work begun after consultation and approval.
Once your request is confirmed, we may begin reserving materials, sourcing stones, designing, carving, altering, resizing, communicating with suppliers, or allocating workshop time.
Because this work is customer-specific, change-of-mind cancellations, refunds, exchanges, or store credits are not automatically available once work has begun, materials have been sourced, or the piece has been altered, resized, reserved, or made for you.
Deposits, part-payments, or progress payments may be non-refundable to the extent they reasonably cover work already completed, materials sourced, supplier commitments, design time, administration, consultation, or other costs already incurred by Your PRANA.
If the project changes after confirmation, including changes to design, stone choice, sizing, labour, materials, complexity, timeline, or customer instructions, the final price or timeframe may also change. We will communicate any significant changes before proceeding where reasonably possible.
Reference images, sketches, examples, previous pieces, and inspiration photos are guides only. Natural materials and handmade processes mean the final piece may not be identical to a reference image or previous piece.
Nothing in this section limits or removes your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986. If a custom, special order, commissioned, resized, altered, or made-to-order piece does not meet a consumer guarantee, we will consider the matter in line with New Zealand law.
International Orders
International orders may attract local customs taxes, import duties, clearance costs, or other overseas authority charges upon arrival in your country. All these taxes/duties are required to be paid by the purchaser and are not the responsibility of Your PRANA.
No refunds will be issued for orders where any of the above charges remain unpaid by the purchaser. Please check with your local customs office for further information on applicable duties, taxes, restrictions, and fees.
Please ensure someone will be available to receive or collect your order if you receive a card to collect/call. We cannot resend products free of charge outside of New Zealand if your order gets returned to us. Signature is required by default.
Media Use
Your PRANA may take photographs or videos for business purposes, including product photography, event documentation, education, marketing, social media, website content, and customer communication.
Where a customer, visitor, attendee, or child is clearly identifiable, we will take reasonable care to seek consent before using that image publicly, unless the image is general event or crowd footage where individual identification is incidental and use is otherwise lawful.
If you do not wish to be photographed or filmed at an event, workshop, appointment, or Your PRANA space, please let us know as early as possible.
If you believe an image of you has been used and you would like it reviewed or removed, please contact us at info@yourprana.com and we will consider the request respectfully.
Subscriptions, Events, and Appointments
Subscriptions, event tickets, appointments, workshops, programmes, and similar bookings are valid for the period, date, appointment, or booking terms stated at the time of purchase or confirmation.
All events and appointments must be paid in full before the event or appointment begins, unless a payment plan or alternative arrangement has been agreed in advance.
If you are running late, please notify us as soon as possible. Your event or appointment may still need to end at the scheduled time.
We ask for at least 24 hours’ notice if you need to cancel or reschedule an event or appointment.
Late cancellations, non-attendance, or no-shows may result in your booking being forfeited, payments being retained, or a cancellation fee applying, depending on the circumstances, the type of booking, preparation already completed, costs already incurred, and any rights that apply under New Zealand law.
Circumstances are always considered respectfully, but a refund, transfer, credit, or rescheduled booking is not guaranteed.
Nothing in this section limits or removes your rights under the Consumer Guarantees Act 1993, the Fair Trading Act 1986, or any other rights that cannot legally be excluded.
Gift Vouchers
Gift vouchers are valid for the expiry period stated on the voucher or required by New Zealand law, whichever is greater.
For eligible gift vouchers sold from 16 March 2026, the minimum expiry period is three years from the date of sale, unless an exception applies.
Gift vouchers are not redeemable for cash, are non-refundable for change of mind, and should be treated like cash. Lost or stolen vouchers may not be able to be replaced.
Any remaining balance may be used toward future purchases before the voucher expires.
Recurring Payments, Payment Plans, and Agreements
Some purchases, services, events, appointments, subscriptions, laybys, or agreed payment plans may involve recurring payments, instalments, or direct debit arrangements.
Recurring payments will only be set up where agreed and authorised by you. Any payment amounts, dates, fees, and payment terms will be confirmed as part of the relevant purchase, booking, layby, subscription, event, appointment, or agreement.
Any direct debit, payment processing, dishonour, failed payment, or administration fees that apply will be disclosed where required and passed on only where reasonable and permitted by law.
If you enter into a fixed-term agreement, payment plan, subscription, event, appointment package, retreat, layby, or other arrangement, you remain responsible for the agreed payments unless the agreement is varied, cancelled, or ended in line with the agreed terms and New Zealand law.
If you wish to change, pause, cancel, or exit an agreement early, please contact us as soon as possible. We will consider the request respectfully, taking into account the nature of the agreement, notice given, work already completed, services already provided, materials or places reserved, supplier commitments, administrative time, and any costs or losses already incurred by Your PRANA.
Refunds, transfers, credits, cancellation fees, exit amounts, or retained payments will be considered on a case-by-case basis and may depend on the type of purchase, timing of cancellation, costs already incurred, and any consumer rights that apply.
Laybys may be changed or cancelled only in line with the agreed layby terms and New Zealand law. Any cancellation charge, retained amount, or store credit arrangement will be assessed in line with the applicable layby terms and legal requirements.
Events, appointments, workshops, programmes, and retreats often involve preparation, reserved spaces, materials, venue costs, practitioner time, supplier commitments, catering, or other costs. Because of this, late cancellations, non-attendance, or early withdrawal may result in payments being retained, cancellation fees applying, or credits being unavailable, depending on the circumstances and any rights that apply under New Zealand law.
If a payment is missed or dishonoured, we may contact you to arrange payment. Access to further services, events, appointments, products, dispatch, or bookings may be paused until the account is brought up to date.
Outstanding amounts may be referred to a debt collection agency where appropriate. You may be responsible for reasonable debt collection, recovery, legal, or enforcement costs where these are permitted by law and form part of the agreed terms.
We may cancel, pause, refuse, or end an agreement, booking, event attendance, service, or payment arrangement where there is serious or repeated non-payment, unsafe conduct, unlawful behaviour, offensive or abusive behaviour, breach of these Terms, or conduct that is materially inconsistent with the safety, integrity, tikanga, ethics, or standards of Your PRANA.
Nothing in this section limits or removes your rights under the Consumer Guarantees Act 1993, the Fair Trading Act 1986, or any other rights that cannot legally be excluded.