Bespoke & Custom Jewellery Terms and Conditions

At Ativa Jewellery, every bespoke commission is a personal and collaborative process. Each piece is thoughtfully designed and individually crafted with care, attention to detail and a commitment to quality.

To ensure a clear and enjoyable experience, the following terms outline the process of commissioning a bespoke piece, from initial consultation through to completion and delivery.

These terms will be provided to clients before confirming their commission. By accepting a commission quotation or agreement and paying the required deposit, clients acknowledge and agree to the applicable terms.

1. Bespoke & Custom Commissions

Bespoke and custom jewellery refers to pieces individually designed, modified, sourced or handcrafted to a client's specifications.

This may include engagement rings, wedding bands, gemstone jewellery, personalised pieces, remodelling and modifications to existing Ativa designs.

Each commission is considered individually, with design details, materials, pricing and estimated completion times discussed and agreed upon before work begins.

2. Quotations & Estimates

All quotations and estimates are provided in New Zealand dollars (NZD), inclusive of GST unless otherwise stated.

Unless otherwise specified, quotations and estimates are valid for seven (7) days from the date of issue. After this period, prices may be subject to revision due to changes in precious metal prices, gemstone availability, supplier pricing or currency exchange rates.

A fixed quotation represents the agreed price for the specified design and scope of work, subject to any subsequently approved changes.

Where an estimated price is provided, the final amount may vary depending on confirmed specifications, ring size, material requirements and any agreed design changes.

Any proposed increase above an agreed quotation or estimated maximum price must be discussed with the client and approved before the additional costs are incurred.

Where a commission has been provided with an estimated maximum price, any reduction in the final cost will be reflected in the final invoice where applicable.

Once a quotation has been accepted and the required deposit received, the agreed pricing arrangements will apply unless a variation is subsequently agreed upon in writing.

3. Deposits & Payment

A deposit of 50% of the agreed or estimated commission value is generally required to confirm a bespoke commission and secure the necessary materials, diamonds or gemstones.

The deposit amount and payment schedule will be specified in the individual commission invoice or agreement.

Payment of the deposit confirms the client's commitment to the agreed commission and authorises Ativa Jewellery to commence the agreed work, including ordering materials, sourcing gemstones and undertaking design or manufacturing work.

Unless otherwise agreed, materials will not be ordered and manufacturing will not commence until the required deposit has been received.

The remaining balance is payable upon completion and before the finished piece is released, collected or dispatched, unless otherwise agreed in writing.

Additional payments or alternative arrangements may be agreed upon for certain commissions.

All completed jewellery remains the property of Ativa Jewellery until payment has been received in full, subject to applicable law.

4. Diamonds & Gemstones

Diamonds and gemstones may be individually sourced through Ativa Jewellery's trusted trade suppliers.

All stones presented to clients remain subject to availability until an order has been confirmed with the supplier.

Where a particular diamond or gemstone has been selected, a deposit may be required before it can be secured.

Natural gemstones can exhibit individual characteristics, including variations in colour, clarity, inclusions and appearance. These characteristics are part of their natural formation and will be discussed where relevant.

Diamond grading reports and gemstone certifications will be provided where applicable and as specified in the individual commission agreement.

Photographs, videos and digital representations are intended to provide an accurate indication of a gemstone's appearance. However, slight differences may occur due to lighting, screen settings and viewing conditions.

If a selected stone becomes unavailable before it is secured, Ativa Jewellery will discuss suitable alternatives with the client. If no suitable alternative is agreed upon and the commission cannot proceed, any payments received will be refunded to the extent required by applicable law.

Once a gemstone has been specifically purchased for an agreed commission, any subsequent request to cancel will be considered in accordance with Section 6.

5. Design Approval & Changes

Before manufacturing begins, clients will be provided with the relevant design details and specifications for approval.

Depending on the commission, these may include sketches, digital renderings, reference images, gemstone details, dimensions and material specifications.

Clients are responsible for carefully reviewing and confirming the agreed design, including ring size, metal type, gemstone selection and other relevant details.

Once a design has been approved and manufacturing has commenced, changes may not always be possible.

Any requested modifications will be assessed individually. Where changes are possible, additional design, material or labour costs may apply.

Substantial changes to approved designs, additional prototypes or revisions outside the originally agreed scope may incur additional charges. These will be communicated to the client and must be approved before the additional work proceeds.

Significant design changes may also affect the estimated completion timeframe.

6. Cancellations & Refunds

Bespoke and custom jewellery commissions are individually undertaken to a client's specifications and may involve the sourcing of diamonds, gemstones, precious metals and other materials specifically for their piece.

Once a commission has been confirmed and the required deposit received, the order is considered a binding commitment. Cancellations or refunds for a change of mind are not generally accepted.

We understand that circumstances can change, and requests to cancel a commission may be considered on a case-by-case basis at Ativa Jewellery's discretion.

Where a cancellation is agreed upon, Ativa Jewellery reserves the right to retain reasonable costs already incurred or committed, including individually sourced materials, design and development work, manufacturing, labour and other directly related expenses, taking into account any costs reasonably recoverable.

Where the deposit exceeds these reasonable costs, any remaining balance will be refunded to the client.

Where reasonable committed costs exceed the deposit paid, any further amount payable will depend on the individual commission agreement and applicable law.

If a cancellation is not agreed upon, the original commission agreement remains in effect, subject to applicable law.

Nothing in this policy limits or excludes a client's rights under the Consumer Guarantees Act 1993 or any other applicable New Zealand legislation.

7. Production Timeframes

Bespoke jewellery is individually handcrafted, and production times vary according to the complexity of the design, availability of materials and current workshop schedule.

An estimated completion timeframe will be provided when the commission is confirmed.

These timeframes are estimates unless a specific completion date has been expressly agreed.

While every effort is made to complete commissions within the expected timeframe, occasional delays may arise due to supplier availability, gemstone sourcing, manufacturing requirements or circumstances outside our reasonable control.

Should a significant delay occur, Ativa Jewellery will communicate this to the client as soon as reasonably possible and discuss the available options.

Where a specific date is essential, clients are encouraged to advise Ativa Jewellery before confirming their commission.

Nothing in this section limits the client's rights where goods or services are not supplied within the timeframe required by applicable consumer law.

8. Handcrafted Nature & Design Variations

Every Ativa piece is individually crafted, and subtle variations may occur as part of the handmaking process.

Minor differences in dimensions, surface finish or appearance may exist between the completed piece and preliminary sketches, renderings or reference images.

These variations do not affect the agreed essential design characteristics, quality or workmanship of the finished jewellery.

Any material changes to the approved design will be discussed with the client before proceeding.

9. Ring Sizing & Adjustments

Clients are encouraged to confirm their ring size before manufacturing begins.

Where a ring size is uncertain, Ativa Jewellery can provide guidance on determining an appropriate size.

Complimentary resizing may be included with certain bespoke commissions, particularly engagement rings, where expressly stated in the individual commission agreement.

Resizing is subject to the design, construction, gemstones and practical limitations of the finished piece.

Certain designs, including full eternity rings or intricate stone-set bands, may not be suitable for conventional resizing.

Any resizing or adjustments not included in the original commission will be assessed individually and may incur additional charges.

Where a ring cannot reasonably be resized, alternative options and any associated costs will be discussed with the client.

These provisions do not limit any statutory remedy available where a piece has not been supplied in accordance with the agreed specifications or applicable consumer guarantees.

10. Customer-Supplied Gemstones & Materials

Ativa Jewellery may, at its discretion, accept gemstones, precious metals or existing jewellery supplied by a client for use in a bespoke commission, remodelling or repair.

Clients are responsible for disclosing any known damage, previous repairs, treatments or other relevant information about supplied materials.

Existing gemstones may contain natural inclusions, internal fractures, previous damage or other characteristics that are not immediately visible.

Certain gemstones and materials may be particularly vulnerable during removal, resetting, resizing, heating, polishing or other jewellery-making processes.

Ativa Jewellery will exercise reasonable care and skill when handling client-supplied materials. However, clients acknowledge that some procedures carry inherent risks that cannot always be eliminated.

Where significant risks are identified, these will be discussed before proceeding. Ativa Jewellery may decline work where the risk of damage is considered unacceptable.

Responsibility for any damage or loss will be assessed according to the circumstances, the agreed scope of work and applicable law. Ativa Jewellery does not exclude liability for a failure to exercise reasonable care and skill.

Clients may be advised to obtain an independent valuation or appropriate insurance for particularly valuable or irreplaceable items before work commences.

11. Completion, Collection & Delivery

Once a bespoke piece has been completed, the client will be notified and provided with the final invoice, where applicable.

Full payment must be received before the finished jewellery is released or dispatched, unless otherwise agreed.

Collection, personal delivery or courier arrangements will be confirmed with the client.

Where jewellery is dispatched, Ativa Jewellery will arrange an appropriate delivery service, with insurance or additional security measures where agreed and available.

Any additional delivery charges will be communicated to the client before dispatch.

Clients are responsible for providing accurate delivery information and advising of any special delivery requirements.

Where Ativa Jewellery arranges delivery, it remains responsible for meeting its applicable legal delivery obligations.

If completed jewellery remains uncollected or unpaid, Ativa Jewellery will make reasonable efforts to contact the client and arrange collection or payment.

Any further action concerning uncollected jewellery, outstanding payments or reasonable storage costs will be subject to prior notice, the individual agreement and applicable law.

12. Valuations & Certification

For selected higher-value commissions, Ativa Jewellery may arrange an independent jewellery valuation upon completion.

Where an independent valuation is included, this will be confirmed as part of the individual commission agreement.

Independent valuations are prepared by a third-party valuer and represent that valuer's professional assessment at the time of valuation.

A valuation amount may differ from the original purchase price and should not be interpreted as a guaranteed resale value.

Relevant diamond grading reports, gemstone documentation and certificates of authenticity will be supplied where specified.

13. Quality, Care & After-Sales Service

Ativa Jewellery takes pride in the quality and craftsmanship of every bespoke piece.

Jewellery should be handled and cared for appropriately, particularly pieces featuring delicate settings, fine bands or gemstones requiring special care.

Normal wear and tear, accidental damage, misuse and damage resulting from unauthorised alterations or repairs are not generally covered by complimentary maintenance services.

Where offered, complimentary cleaning, polishing and setting inspections are intended to help maintain the condition and longevity of the piece.

Clients are encouraged to have gemstone settings and jewellery components inspected regularly, particularly for pieces worn daily.

Any additional maintenance, repairs or restoration work will be assessed individually.

Ativa Jewellery will address manufacturing defects and other issues in accordance with its obligations under the Consumer Guarantees Act 1993.

14. Intellectual Property & Design Rights

Unless otherwise agreed in writing, original designs, drawings, sketches, digital renderings, CAD files, prototypes and other creative work developed by Ativa Jewellery remain its intellectual property to the extent permitted by law.

Commissioning or purchasing a bespoke piece does not automatically transfer ownership of the underlying intellectual property or grant exclusive rights to the design.

Ativa Jewellery reserves the right t