returns and refunds

RETURNS AND REFUNDS POLICY

My artwork is very customised and as such I’m unable to offer refunds should you change your mind. It is, however, important to me that you’re happy with the products and services I provide, so if you feel that the product is not what you expected please email at info@kdfineart.co.nz.

For any returns to be considered:
• You must be the original purchaser of the product;
• You must make contact within 5 days of receipt of the product(s);
• You must provide the original order invoice number and email address;
• You must provide the reason for requesting a return.

Items sent back without requesting a return will not be accepted.

Where a return is provisionally accepted:
• A return shipping label will be emailed to you with instructions on where to send your package;
• An item(s) returned must be in their original packaging and original re-sellable condition;
• The return postmark is within 7 days of the acceptance of a return;
• The item(s) should be returned using a trackable carrier;
• Full acceptance of a return will be made once the returned item(s) has been received and inspected. You’ll be notified whether the refund has been approved. If approved, you will be refunded the original amount paid for the item, via your original payment method, minus any shipping and postage fees. Please note, it may take some time for your bank or credit card company to process the refund.

 

PROMOTIONS

Items already purchased are not eligible for any future promotional pricing, when this occurs. Promotional items may be returned for a credit.

When returned items have been received, a credit voucher will be issued. The credit voucher will be valid for 6 months.

For any promotion that requires you to spend a minimum amount to obtain the promotion, your order must remain above this minimum spend even after returns are processed. If you are returning items that will drop your order total below the minimum spend the promotional pricing will no longer apply and you will be charged and required to pay the balance to meet the full price for all items kept.

 

CREDIT VOUCHER

In most instances, a credit voucher will be issued for accepted returned items. The credit voucher will be valid for 6 months on future product purchases. A credit voucher is not redeemable for cash or a refund.

 

SHIPPING DAMAGE

Products are packed with care and attention, to ensure the items you purchase arrive in the best possible condition.

DAMAGED GOODS – In the unfortunate event an item(s) arrives damaged, this will be replaced as soon as possible at no additional cost to you.

To help me evaluate the damage please email info@kdfineart.co.nz within 5 days of receiving the goods, with the following:
• A list of damaged item(s);
• Photographs showing the condition of the unopened package and the damaged item(s).

Any framed items offered and sent are at the buyers own risk.

 

LOST MAIL

Every care is taken when sending items, however, occasionally mail does go missing. Most of the time, this tends to relate to delayed services as opposed to missing parcels and they eventually turn up. 

Should you be worried that your order that has not arrived, please email me at info@kdfineart.co.nz, so I can follow up on things my end.

RETURNS & REFUNDS FAQ’S

CAN I RETURN AN ITEM IF I CHANGE MY MIND?

Due to the custom nature of my artwork, I am unable to accept a return if you have changed your mind about the product.

CAN I RETURN AN ITEM IF THE PRODUCT IS NOT WHAT I EXPECTED?

I’m committed to providing quality products to my customers!

Should you feel a product is not what you expected please email info@kdfineart.co.nz within 5 days of receiving the item(s) to have a return considered.

 

CAN I GET A REFUND OR EXCHANGE IF A PRODUCT ARRIVES DAMAGED?

In the unfortunate event your item(s) arrives damaged, please contact me immediately at info@kdfineart.co.nz providing photographic evidence of the damaged packaging and product. Where verification the item(s) is defective or has been damaged in transit this will be replaced as soon as possible.

HOW LONG DOES IT TAKE TO RECEIVE MY REFUND, REPLACEMENT PRODUCT, OR CREDIT?

Refunds and credit vouchers will be processed immediately following the receipt and acceptance of the returned item(s), with confirmation by return email. Please note, it may take some time for your bank or credit card company to process the refund.

As my products are mostly made to order, a replacement product may take up to 10 days for dispatch, but I’ll keep you updated every step of the way.

 

WILL I NEED TO PAY EXTRA SHIPPING FEES ON RETURNED OR EXCHANGED ITEMS?

If you are wanting to exchange an item you will need to pay the costs associated with the return of the item, as well as the cost of shipping the exchanged item to you.

Where an item has been damaged in it’s initial transit, I will cover the redelivery costs of sending the replacement item.

 

DO YOU REFUND THE ORIGINAL SHIPPING FEE ON RETURNED ITEMS?

Sorry, I don’t offer a refund or credit for shipping and postage charges on returns or exchanges.

I am unable to take responsibility for items lost in transit while being returned without proof of postage.

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