Terms & Conditions

Terms & Conditions​

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Last updated: January 2026

Welcome to Torwood Workshop (“we”, “our”, “us”). These Terms and Conditions (“Terms”) govern your use of our website [www.torwood.co.nz] (“Site”) and purchases of our furniture and other woodworking products (“Products”). By accessing or using our Site and placing an order, you agree to be bound by these Terms.

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1. General Information

Torwood is a woodworking business specialising in custom furniture and small-batch wood products. Our products are made using natural materials and may vary in color, grain, and texture. Each piece is unique. 

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2. Ordering and Payment

• Orders can be placed through our website or by contacting us directly.

• Prices are listed in NZD and include any applicable taxes.

• We accept payment via PAYMENT METHODS.

• Full payment is required at the time of ordering unless otherwise agreed, such as when paying an initial deposit for a custom order.

• We reserve the right to reject or cancel any order before dispatch for any reason, including but not limited to price errors or stock unavailability.

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3. Custom Orders

• Custom orders are made to your agreed specifications and are non-refundable.

• An initial deposit is payable following a 'first draft' design consultation and prior to materials being ordered. Final payment is required once a final design is agreed upon and prior to starting production.

• Lead times for custom pieces may vary depending on complexity and materials, this will be discussed in detail during the design process.

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4. Delivery and Shipping

• We deliver across New Zealand

• Shipping costs are calculated at checkout unless otherwise stated.

• We aim to dispatch ready-made items within 2 business days. 

• Delivery times are estimates only and may vary due to factors beyond our control.

• Please inspect your order upon delivery and contact us within 2 days if any damage or defect is found.

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5. Returns and Refunds

• Standard (non-custom) products may be returned within 14 days of receipt in their original condition.

• You must notify us before returning an item. Return shipping is the buyer’s responsibility unless the product is faulty.

• Refunds will be processed using the original payment method within 5 days of receiving the returned item.

• Custom orders cannot be returned or refunded. Any defects in custom products will be examined with a view to repair where possible. 

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6. Product Variations

All our furniture is handcrafted from natural materials. Variations in wood grain, knots, and finish are part of the unique character of each piece and are not considered defects. The phrase 'wood moves' is well known to woodworkers and is true for every single item made from wood. Changes in temperature and humidity cause wood to shrink and expand, which can, over time, cause cracks to appear or alter the shape of a piece. Care is taken during the design process to allow for natural wood movement, however, it is impossible to avoid completely. Any excessive movement resulting in significant problems with the function or appearance of an item will be considered for repair within 2 years of purchase. We are always open to examining products after warranty and offer affordable repairs.

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7. Warranties

We guarantee our workmanship for 2 years from the date of purchase. This warranty does not cover normal wear and tear, misuse, or damage caused by improper care or assembly. We will always attempt to repair any defective items where possible, rather than replacing, and reserve the right to refuse replacement if repair is more appropriate.

 

8. Sensible Use & Safety

Our woodworking products (including chairs, shelves, tables, and similar items) must be used in a sensible and responsible manner to avoid injury.

Products must only be used for their intended purpose and placed on a stable, level surface. They must not be stood on, climbed on, overloaded beyond reasonable or stated weight limits, or modified in any way. Regular checks for damage or loosened fixings are recommended, and damaged products should not be used.

Users are responsible for ensuring products are suitable for their environment and are used safely. Children should be supervised at all times.

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To the maximum extent permitted under New Zealand law, we are not liable for injury, loss, or damage resulting from misuse, neglect, overloading, unauthorised modification, or use outside the product’s intended purpose.

Nothing in these terms limits or excludes any rights you may have under the Consumer Guarantees Act 1993 or other applicable New Zealand legislation.

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9. Intellectual Property

All images, designs, logos, and text on our Site are the intellectual property of Torwood. You may not use, reproduce, or distribute them without our written consent.

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10. Limitation of Liability

To the maximum extent permitted by law, Torwood shall not be liable for any indirect, incidental, or consequential loss arising from the use of our products or website.

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11. Privacy

Personal information submitted via the contact form is used only for communication regarding custom orders. Your details are not entered into any bases or shared elsewhere. You will receive no ads or spam from us!​

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12 Questions?

If you have any questions about these Terms, please get in touch.