Engraving Terms & Conditions

1. Eligible products and when to order

Engraving is available on selected products purchased from LOUIS & MAX and must be requested at the time of purchase. Select engraving at online checkout or arrange it with our team when you purchase in store or at an engraving event.

We do not engrave customer-supplied items, products purchased elsewhere or products previously purchased from LOUIS & MAX.

2. Check your personalisation before ordering

Please check all spelling, capitalisation, dates, punctuation, spacing, line breaks and design selections before placing your order. We do not provide proofs. We engrave using the details you submit at checkout or on your in-store order form.

If the engraving matches the details you supplied and those details contained an error, a replacement may be available at an additional cost. If we make an engraving error, please contact us so we can put it right in line with section 8.

3. Placement, alignment and finish

Engraving placement depends on the product type and is at the discretion of LOUIS & MAX. We select the engraving area based on the product’s shape, size and surface.

On frank green products, we engrave on the back, leaving the frank green logo front and centre.

We align each item by hand and take reasonable care to centre the design within the selected engraving area. Slight variations in centring or alignment can occur, including between matching items.

Engraving permanently marks the surface. The colour, contrast and texture of the mark can vary with the product’s material, coating and finish. Example photos are a guide to the finished appearance. If we need to make a material change to the design you requested, we’ll contact you before engraving.

4. Custom artwork, logos and symbols

Custom artwork, logos and symbols outside our standard range require approval from LOUIS & MAX before you place your order. Please get in touch through our Contact Us page with your design and the product you’d like engraved. We’ll confirm whether the design is suitable for the product and available engraving area. For standard emojis and symbols, choose from the options shown when ordering.

Please supply artwork you own or have permission to reproduce. By submitting artwork, you confirm you have the necessary permission and authorise us to use it to fulfil your order.

We may ask for a clearer file or suggest simplifying small details so the design stays legible at the finished size. We may decline designs that are unsuitable for the product or equipment, appear to infringe someone else’s rights, or contain unlawful, hateful or threatening material. If we can’t complete a paid engraving order as agreed, we’ll offer an alternative for your approval or refund the engraving charge. If the product is still unengraved, you can choose to keep it or cancel that item for a refund.

5. Pricing and promotions

The engraving price will be shown at checkout, confirmed in store or set out in your quote. If your request involves additional work or charges, we’ll confirm the cost before proceeding.

Promotions apply to the eligible products, dates and ordering channels stated in the offer. Promotional engraving must be requested at the time of purchase.

6. Turnaround, collection and delivery

Turnaround depends on the product, design and order volume. If you need your order by a specific date, please check with us before ordering so we can confirm what’s possible.

If we’re unable to meet an agreed timeframe, we’ll contact you as soon as reasonably possible to explain the delay and discuss your options. For collection orders, please wait for confirmation that your order is ready. For courier orders, allow delivery time in addition to engraving turnaround.

7. Changes, cancellations and change-of-mind returns

Contact us as soon as possible if you need to change or cancel your engraving. We can make changes before engraving starts if we can accommodate the revised request. We’ll confirm any change to the price or turnaround before proceeding.

If you cancel before engraving starts, we’ll refund any engraving charge. Our usual returns policy and your rights under New Zealand law apply if you also want to return or cancel the unengraved product.

Once engraving starts, you can no longer change the design or cancel the personalised item for a change of mind. Engraved products cannot be returned for a change of mind, including for a refund, exchange or store credit.Your rights for faults and engraving errors are set out below.

8. Faults, engraving errors and your rights

Please contact us if your item arrives damaged, has a fault or the engraving differs from what was agreed. Include your order number or proof of purchase, a description of the issue and photos if available so we can assess it promptly.

We’ll provide any remedy you’re entitled to under New Zealand law. Depending on the issue, this may include correcting the engraving, replacing the item, refunding you or providing compensation where applicable.

Nothing in these terms limits your rights under the Consumer Guarantees Act 1993, the Fair Trading Act 1986 or any other applicable New Zealand law. These rights also apply to personalised products and engraving supplied as part of a promotion.

9. Your personal information

We use your contact details, engraving instructions and submitted files to prepare and fulfil your order and help with any follow-up. We’ll ask your permission before using a photo of your personalised item in our marketing. We handle personal information in line with our Privacy Policy and the Privacy Act 2020.

For engraving enquiries, order changes or help with a completed order, email hello@louisandmax.co.nz.