Terms of Service

Welcome to TimberTrayCraft. These Terms of Service govern the relationship between KASTARA ENTERPRISES LIMITED and you, the customer, regarding your purchase of wooden tableware and trays via our website www.timbertraycraft.com. By accessing our website or purchasing our items, you agree to be bound by these provisions.

1. COMPANY DETAILS
   This website is operated by KASTARA ENTERPRISES LIMITED, a corporation formally registered and organised under the laws of New Zealand.

Company Name: KASTARA ENTERPRISES LIMITED

Registration No.: 9374151 / 9429053149237

Registered Office Address: 57 Commerce St, Kaitaia, Far North 0410, New Zealand

Contact Email: serving@timbertraycraft.com

Contact Phone: +64 94084320

2. PRICING AND VALUE ADDED TAX (VAT)
   All prices displayed on our website for European customers are structured on a Delivered Duty Paid basis. The final price at checkout includes relevant import VAT, customs clearings, and administrative handling fees applicable to shipments entering Europe from New Zealand. Customers will not be requested to pay supplemental local import fees upon physical handover.
3. ORDER PROCESSING AND SHIPPING LOGISTICS
   We operate formal commercial distribution from New Zealand to consumers located within Europe.

Logistics Networks: Orders are dispatched using express priority networks managed by established international carriers, specifically DHL, FedEx, and UPS.

Handling Timeframe: Orders are verified and handed over to the courier network within 1 to 3 business days following successful payment capture.

Estimated Delivery Window: Standard transit requires approximately 5 to 10 business days from the formal date of dispatch.

Automated Tracking System: Customers will receive electronic notifications sent directly to the email address submitted at checkout. These notices occur during critical operational stages: initial order dispatch, arrival at the primary carrier logistics facility, and when the package enters local delivery distribution.

Transit Extended Investigations: If a shipment remains undelivered beyond the standard stated timeframe, we will initiate an official investigation with the designated carrier. Following the formal confirmation from the courier, we will process either a complete financial reimbursement or initiate a replacement shipment depending on the logistical assessment.

4. TRANSFER OF RISK AND LEGAL OWNERSHIP
   In strict accordance with the European Union Consumer Rights Directive, the operational risk of damage, degradation, or loss of merchandise remains with KASTARA ENTERPRISES LIMITED throughout transit. Responsibility and risk transfer to the consumer only at the moment you, or a designated third party acting on your behalf, acquire physical possession of the items. Legal ownership transfers concurrently with the successful physical delivery of the paid goods.
5. STATUTORY RIGHT OF WITHDRAWAL (14-DAY POLICY)
   Consumers residing within the European Union and European Economic Area possess a statutory legal right to cancel their purchase agreement without stating a specific cause.

Duration of Right: This period expires exactly 14 days from the specific calendar date on which you, or your designated recipient, receive physical possession of the purchased goods.

Notification of Withdrawal: To execute this right, you must issue an unequivocal written notification to our customer service channel at serving@timbertraycraft.com within the designated 14-day window.

Refund Management: Upon receiving timely notice of your decision to cancel the purchase, we will reverse the full financial transaction received from you. This refund will be executed within 14 days from receipt of your cancellation notification, utilising the exact original financial channel used to complete the purchase.

6. DEFECTIVE, IMPERFECT, OR DAMAGED MERCHANDISE
   We maintain rigorous standards regarding the items dispatched from our facilities. If an item arrives in a damaged or imperfect state, specific legislative protections apply:

Reporting Protocol: You must contact our support staff via email at serving@timbertraycraft.com within a reasonable period following receipt, detailing the specific issues discovered.

Evidentiary Review: To validate the issue, you must provide clear photographic verification showing the reported damage or material imperfection.

Resolution Strategy: Once the photographic evidence is reviewed and confirmed by our team, we will immediately arrange for either a complete financial reimbursement or dispatch a new replacement item. The consumer is not required to engage in the physical return of the damaged items, provided satisfactory photographic proof has been submitted.

7. LIMITATION OF LIABILITY
   KASTARA ENTERPRISES LIMITED fulfills obligations under these Terms using professional competence and care. We accept liability for verifiable losses resulting directly from a material breach of our explicit contractual obligations or documented commercial negligence. We do not accept liability for indirect, incidental, or secondary consequences arising from external logistics delays that lie outside our direct control systems.
8. GOVERNING LAW AND RESOLUTION OF DISPUTES
   These Terms are governed by the laws of New Zealand, alongside mandatory statutory protections and consumer rights regulations valid within the European consumer market. Any unresolved commercial disagreements arising directly from transactions under these Terms will be managed under the non-exclusive jurisdiction of the courts of New Zealand, without limiting your legal entitlement to seek resolution within your local European jurisdiction.