Acceptance or Rejection of an order

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We, Cosana Ltd, reserve the right to accept or reject an order for any reason. Including if the requested product is not available or these is an error in the price, or the product description posted on the site or in an order.

We reserve the right to cancel an order for any reason whatsoever. There will be no charge where we cancel or reject and order, unless you have breached these Terms and Conditions. If we cancel or reject an order, we will endeavour to notify you at the time you place an order or within 7 (seven) days after you submit and order. We may at our discretion suspend or terminate the ability for any customer to order through the website for any reason whatsoever.

If we refuse an order on or prior to delivery but after our relevant weekly order cut-off, a full refund, less and discounts, will be made within 10 (ten) business days.

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Resale

You are not permitted to purchase any items for resale to a third party or for trade purposes (our trading partners excluded) If we have a concern with the quantity of the item/s you have ordered, we will endeavour to contact you when you place an order or within 7 (seven) days after you submit and order. We reserve the right to cancel or reject and order if we believe you are purchasing with the intent for resale.

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Subscription Management

If Cosana ltd offers a subscription service. We will deliver until you tell us not to. You can choose to adjust, skip or remove (indefinitely) at any time before your cut off date. There is no minimum term, you will not be charged a cancellation fee. You can re-subscribe at any time following your cancellation, but we reserve the right not to permit re-subscription. We reserve the right to terminate your subscription at our reasonable discretion at any time and without giving any reasons for our decision. If you wish to cancel an order after the order cut-off for the upcoming delivery week, we have no obligation to cancel your order and/or refund you any money.

When you place an order for a subscription product, you enter into an agreement to receive the product on an ongoing basis. You will be charged for your initial order when confirming your subscription. Subsequent recurring orders will be charged following the relevant weekly order cut-off, without further authorization from you, unless you have cancelled or otherwise modified your subscription or delivery preferences as outlined in these Terms and Conditions.  

By subscribing to the services, you are agreeing to receive our product on a recurring basis for an indefinite period until cancelled by you or us as set out in these Terms and Conditions. The subscription amount and billing interval are set out on the checkout page, confirmation correspondence, and the customer login area of the website.

The cut off day and time for all subscription adjustments (skipping, un-skipping, altering flavours, address or payment change or cancelling) is on the Sunday 24:00 hours (midnight) the week before the relevant delivery date.

If your delivery date falls on a public holiday, we may need to deliver to you on a different day. If that happens, we will let you know in advance.

Please take care when placing your order. We accept no liability or responsibility for incorrectly placed orders. Nor do we accept liability or responsibility for delivery details which are incorrectly supplied, or which you fail to supply.

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Payment

Payment for all products must be by credit or debit card, for pick up eftpos will be available, or any other payment method listed on the online checkout page of the website. We do not accept any other forms of payment.

Orders will be charged to your nominated payment method(s), by nominating or adding alternative payment method, you expressly consent to Cosana charging your alternative payment method in accordance with the Terms and Conditions if your primary payment method is no longer available, is declined or cannot be charged, without prior notice to you.

It is your responsibility to ensure your accepted payment method(s) details are valid and up to date, as well as ensuring that sufficient funds are available at the time of payment processing.

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Storage of Collected Payment Information

Cosana does not collect or store payment information. All payment information is collected and stored by the applicable third-party in order to be processed as required. We never permanently store complete debit/credit card details.

All online debit/credit card transactions performed on this website are through secured payment gateways. We currently use Stripe payment gateway for our online payment transactions.

Complete debit/credit card details cannot be viewed by Stationgrill or any outside party.

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Failed Payments

If your credit/debit card is declined or payment otherwise fails to be processed for an order for any reason, Cosana may contact you to make alternative payment arrangements and/or, in this discretion, chose not to accept and deliver the relevant order.

If your payment has been unsuccessful, Stationgrill reserve the right to re-attempt payment on all nominated payment method(s).  

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Price

From time to time we may need to revise the price of products. For any price variations, we will provide notice by email no less than 14 days prior to the changes taking effect. After such time, we will apply the revised pricing to your existing payment details. You do not need to do anything to accept the change of price. You are under no obligation to accept the price revision and may suspend or terminate your account before products are delivered under the new pricing plan.

The current prices of the products and our delivery charges will be as quoted on the website, as updated periodically.

Product prices and delivery charged include taxes including GST where applicable.

 

Billing Errors

It is possible that an error may be present on an invoice or on our website. If you become aware of this, please let us know.

If you are overcharged for any box ordered, Cosana will refund you the necessary adjustment amount to reflect the correct amount that should have been invoiced. We will refund you at your option by either crediting your credit/debit card, or alternatively by crediting your account balance in your online account. Any credit applied to your account in non-transferable and cannot be exchanged or refunded for cash.

If you are undercharged, we will let you know and you will have to pay the amount owing.

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Product Availability

Cosana will make every effort to fulfil orders placed with the website. However, subject to any rights you have under the CGA, we will not be liable to any person if we are unable, or decline, to supply product for any reason whatsoever, other than to refund the amounts paid in respect of the product.

We reserve the right to limit quantities able to be order by customers; or limit quantities able to be delivered to customers. If a customer’s order is reduced in accordance with this clause, the price payable by you for that order will be adjusted or you may be refunded. We reserve the right to alter recipes or ingredients due to product quality or stock availability.

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Product Quality

In establishing that a product was damaged or spoiled on delivery to you, we may require photographic evidence and/or a sample of the damaged or spoiled product.

If Cosana agrees that a product was delivered to you in a damaged or spoiled condition, Cosana will, subject to any rights you have under the CGA, either credit the value of the relevant product to you or (if we can) send a replacement product to you by courier; or provide you with a refund.

We will credit or refund you by either crediting the credit or debit card that was used to place the order or, alternatively, crediting your account balance in your online account. Any credit applied to your account is non-transferable and cannot be exchanged or refunded for cash.

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Heating

Reheat times are indicative only and individual customer results may vary.

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Nutritional Information/Allergens

All our nutrition information provided is an approximation. This is based off purchased ingredients and volumes combined with the most common household ingredient brands, using recipe volumes. All information is calculated as accurately as possible. We are not able to customise individual pies based on preference, dietary, cultural or religious requirements.

Allergens are declared on products; however, all products are made in the same facility and may contain traces. You must take care and have all responsibility for checking the ingredients.

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Delivery

This website is only intended for use by people residing in urban New Zealand addresses. We do not accept orders from individuals outside those areas. Customers must provide a valid email address and debit/credit card for all orders accepted online. We do not accept orders by phone. We cannot currently deliver to addresses deemed rural by Post Haste in South Island, and New Zealand Courier in the North Island.

As part of the Cosana ordering and registration process, you will be immediately advised if we are able to deliver to your address. Specific delivery locations are accepted based on the suburb and postcode of the delivery address and so it is important that you provide us with your correct address information. If you do not, then we may not be able to deliver to you. Please take care when specifying your delivery address as refunds will not be given if you enter an address incorrectly.

Cosana may from time to time change the areas to which it delivers. We do not guarantee that delivery to your area will always be available or that every possible delivery date or delivery timeframe will be offered to you based on your requested delivery address.

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Change of Address

Changes to address details and/or delivery instructions must be communicated via the methods and by the cut-offs outlined in these Terms and Conditions. If your address change is no longer considered urban by our courier partners, Cosana reserves the right to cancel your order.

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Liability

Deliveries will, subject to these Terms and Conditions, be made to the delivery address on the delivery date. Cosana shall be entitled to assume that any person accepting delivery of the products is either the customer or someone that is authorised to do so on behalf of the customer.

You must ensure that your delivery address is easily accessible to Stationgrills' delivery person, and that it is safe for our delivery person to enter your premises in order to complete the delivery. If, in our delivery person's reasonable opinion, the delivery address is not easily accessible, or it is unsafe to deliver the products, your order may be canceled. We reserve the right to charge you an additional fee in respect of Stationgrills costs incurred in relation to any deliveries repeated in accordance with this clause.

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Authority to leave

In the situation where it is safe to complete delivery but there is no person present at the delivery address at the time of delivery, or you or any other person fails or refuses to take delivery of the box, the box will be left at the delivery address and be deemed to have been delivered at that point in time. If you do not provide a specific place for delivery, we will leave the products at your front door.

Once delivered, you are responsible for the contents of the box. We accept no liability or responsibility for any product once the product has been delivered to you.  Our pies are packaged in thermal packaging which is designed to keep items chilled for the duration of the delivery. Please be aware that, depending on the season and temperature at the time of delivery, we recommend unpacking your items as soon as possible to maintain freshness. Advance planning may be required by you to ensure proper storage of your pies prior to consumption. In the situation where you, as the customer, have provided written delivery instructions via the “Account Details - Delivery Instructions” section of the website, we will endeavour to deliver the box in accordance with these instructions. Where sensitive information is provided e.g., gate entrance codes, we endeavour to keep this information safe and only disclose it to those who require it for delivery purposes.

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Delivery Times

Cosana always aims to deliver on time but may from time to time be delayed.

If Cosana becomes aware that the delivery of your order is likely to be substantially delayed, Stationgrill will contact you (via phone, text, email or your online account) to arrange an alternative delivery timeframe. If that timeframe is unacceptable to you, you may decline to accept the order and Cosana will either refund you or credit you with the cost of that box. We will credit you by either crediting the credit or debit card that was used to place the order, or alternatively crediting your account balance in your online account. Any credit applied to your account is non-transferable and cannot be exchanged or refunded for cash.

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Incorrectly or Undelivered Products

If any product or box delivered does not correspond with a product or box ordered, you can keep the incorrectly-delivered product or box, in which case no adjustment will be made to the payment due from you for the order containing the incorrect product or box; or in the case of an incorrectly delivered product, reject the incorrectly-delivered product, in which case, Cosana will refund the value of the product that was originally ordered; or in the case of an incorrectly delivered box, Cosana will either replace that box within a reasonable time (if we can) or refund the value of the box that was originally ordered.

We will refund you by either crediting the credit or debit card that was used to place the order, or alternatively crediting your account balance in your online account. Any credit applied to your account is non-transferable and cannot be exchanged or refunded for cash.

If you choose to reject an incorrectly delivered box in accordance with clause above, Stationgrill reserves the right to collect the incorrectly delivered box from you. If you are unable, or refuse, to deliver up the box when requested, or deliver the box in a different state (e.g., with some products missing or partially consumed) than the state in which it was delivered to you, 

Cosana reserves the right to charge you for part or all of that box.

Nothing in this clause affects your rights under the CGA.

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Refunds

Our Products come with guarantees that cannot be excluded under the New Zealand Consumer Guarantees Act 1993 (the CGA). If you consider that any products sent to you are damaged, or defective or fail to comply with any guarantees in the CGA, you can notify us, and we will examine the received digital or physical evidence of the defective product and will notify you of the outcome via email within 14 days. If your refund is approved, we will process the refund within 14 days of the day we confirmed to you via email that you were entitled to a refund.

If you seek a refund for any other reason, please contact us via email info@cosana.co.nz and we will consider each request at our reasonable discretion. We will notify you of the outcome of your refund request via email within 14 days. If your refund is approved, we will process the refund within 14 days of the day we confirmed to you via email that you were entitled to a refund.

We will usually refund any money received from you using the same method originally used by you to pay for your purchase.

Please take care when specifying your delivery address as refunds will not be provided for if you enter an address incorrectly.

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Gift Vouchers

Cosana Club gift vouchers can only be purchased and redeemed online via the website.

If paid for, the voucher is deemed to have been sold at the time of payment for it. These Terms and Conditions will become applicable as between us and the holder of the Voucher (Holder) when the Holder redeems the Voucher by applying for a Service to commence.

Gift vouchers can be partially redeemed. The un-used balance is non-refundable and will be credited to your account.

A Voucher may only be used once by its Holder and may not be copied, reproduced, distributed, resold or published either directly or indirectly in any form or stored in a data retrieval system without our prior written approval.

We reserve the right to withdraw or cancel any Voucher (other than a paid up-front gift card) for any reason at any time.

Vouchers purchased online are only redeemable for Stationgrill purchases online.

Vouchers may only be redeemed through the website and not through any other website or method of communication. To use your Voucher, you will be required to enter its unique code at the online checkout and use of such code will be deemed to confirm your agreement to these Terms and Conditions and any special conditions attached to the Voucher.

Voucher credit that is not loaded onto a Cosana account after 12 months will expire. A gift voucher cannot be reloaded, and unused balances at the expiry date will not be refunded.

Gift vouchers will not be refunded or replaced. Vouchers cannot be redeemed for cash or credited to a bank account.

Gift vouchers may be purchased online from anywhere in the world, but we can only deliver boxes and products to addresses within New Zealand that we service (so you need to be certain that your intended recipient is within an area that we service when purchasing a Cosana gift voucher).​​