Refund Policy

Last updated: 6 September 2026

At Rachel Stevens Photography, I take great care to make sure your artwork arrives safely and is produced to a high standard.

Because many of my artworks are printed and/or made specifically for your order, there are a few important things to know about returns and refunds.

Nothing in this policy limits or excludes your rights under the New Zealand Consumer Guarantees Act 1993, Fair Trading Act 1986, or any other applicable law.

1. Change-of-Mind Purchases

If you change your mind after purchasing an artwork, a refund or exchange is not automatically available.

This is because many of my products are produced specifically to order, including framed prints, canvases and certain photographic artworks.

If your order has not yet entered production, please contact me as soon as possible. I will do my best to accommodate a cancellation where I reasonably can.

Once a made-to-order product has entered production, cancellation may not be possible.

This does not affect your rights where a product is faulty, damaged, incorrectly supplied or otherwise fails to meet the guarantees required by New Zealand law.

2. Faulty, Damaged or Incorrect Products

If your artwork arrives:

  • damaged;

  • defective;

  • materially different from what you ordered;

  • the wrong size, product or finish; or

  • otherwise fails to meet the guarantees required by New Zealand consumer law, please contact me as soon as possible.

Depending on the circumstances, I may arrange a:

  • repair;

  • replacement;

  • refund; or

  • other appropriate remedy.

The appropriate remedy will depend on the nature and seriousness of the problem and your rights under the Consumer Guarantees Act.

3. Damage During Delivery

I package artworks carefully to minimise the risk of damage during transit.

If your order arrives damaged, please contact me as soon as reasonably possible.

To help me assess the damage and make a claim with the courier or production provider, please provide:

  • your order number;

  • photographs of the damaged artwork;

  • photographs of the packaging, including any visible damage; and

  • a brief description of what has happened.

Please keep the original packaging until the matter has been resolved, as the courier or production provider may require it.

I will work with you to determine the appropriate solution.

4. Incorrect or Missing Items

If you receive an item that is different from what you ordered, or something is missing from your order, please contact me as soon as possible.

I will investigate the issue and, where appropriate, arrange for the correct item to be supplied or provide another appropriate remedy.

5. Made-to-Order and Custom Products

Many Rachel Stevens Photography products are produced specifically following an order.

This includes products such as:

  • framed prints;

  • unframed prints produced to a selected size;

  • framed canvas;

  • unframed canvas;

  • limited edition artworks;

  • customised presentation options; and

  • other products that are made or finished specifically for your order.

Because these products may be made specifically for you, they may not be able to be cancelled or returned simply because you have changed your mind once production has commenced.

However, this does not affect your rights under the Consumer Guarantees Act if the product is faulty, damaged, incorrectly supplied or otherwise does not meet the required consumer guarantees.

6. Photographic Colour and Appearance

I make every effort to ensure that the colours shown on the website accurately represent the finished artwork.

However, colours can appear differently depending on your monitor, phone, tablet, computer, screen settings and lighting conditions.

There may also be subtle differences between a digital image displayed on screen and a physical photographic print, canvas, acrylic or metal artwork.

These normal variations are not necessarily a fault with the product.

If you believe the artwork you have received is materially different from the product you ordered, please contact me so I can assess the issue.

7. Prints and Artwork Sizes

Photographic prints are produced using professional printing processes and may be trimmed or finished as necessary for the selected presentation.

Where a print is supplied with a border, mount or mat, the final visible image area may differ from the dimensions of the paper or artwork itself.

Product dimensions shown on the website refer to the advertised product size unless otherwise stated.

If you have any questions about sizing before placing an order, please contact me. I'm always happy to help make sure you order the right size for your space.

8. Limited Edition Artwork

Limited edition artworks are produced in restricted quantities as stated in the individual product description.

If a limited edition artwork is faulty or damaged, I will work with you to provide the appropriate remedy under applicable New Zealand law.

Where a replacement is required, I will make reasonable efforts to provide an artwork from the same edition where one is available.

9. Return Shipping

Where a product is being returned because it is faulty, damaged, incorrectly supplied or otherwise covered by your consumer rights, I will discuss the appropriate return arrangements with you.

Where a return is agreed solely as a goodwill gesture for a change-of-mind request, you may be responsible for return shipping and other reasonable costs associated with the return.

Any such arrangement will be confirmed with you before you return the product.

10. Refunds

Where a refund is approved, the refund will generally be made using the original payment method.

The time it takes for a refund to appear in your account may depend on your bank or payment provider.

If a refund is required under the Consumer Guarantees Act, it will be provided in accordance with the requirements of that Act.

11. Sale and Promotional Items

Unless otherwise stated, sale and promotional products remain covered by the same consumer guarantees as products sold at full price.

A discount or promotional price does not remove your rights if a product is faulty, damaged, incorrectly supplied or otherwise fails to meet the guarantees required by law.

12. Gifts

If you have received a Rachel Stevens Photography product as a gift and there is a problem with the product, please contact me where possible with the original order details.

Any remedy will be handled in accordance with applicable New Zealand consumer law.

Change-of-mind exchanges for gifts are subject to the same conditions applying to the original purchase.

13. How to Contact Me

If you have a problem with your order, please don't hesitate to get in touch.

I'd much rather hear from you and have the opportunity to sort things out than have you sitting there staring angrily at a slightly wonky frame.

Please contact:

Rachel Stevens Photography

Email: hello@rachel-stevens.com

When contacting me about an order, please include your order number and, where relevant, photographs of the product and packaging.

I will assess the issue and work with you to find an appropriate solution.

14. Your Rights Under New Zealand Law

This policy is intended to operate alongside, and not instead of, your rights under New Zealand law.

The Consumer Guarantees Act 1993 provides consumers with certain guarantees when purchasing goods and services from businesses in New Zealand.

Where those guarantees apply, nothing in this policy limits or excludes them.

If there is any inconsistency between this policy and a mandatory right or remedy available to you under New Zealand law, the applicable law will prevail.