Returns & Refunds
Redbox Photo & Frame aims to provide products and services that meet the requirements of the Consumer Guarantees Act 1993.
This policy explains how we handle returns, refunds, customer errors, damaged goods and faulty products.
Change of Mind
We are not required to provide a refund or exchange simply because you change your mind, your circumstances change, or you later decide you would prefer a different product.
Where we agree to accept a change-of-mind return, any conditions will be discussed with you before the return is accepted.
Custom-Made Products
Many of our products are made specifically to customer measurements or specifications.
If a custom frame or other made-to-order product has been manufactured correctly according to the measurements and specifications supplied by you, we are not normally required to provide a refund or free replacement if those measurements or specifications were incorrect.
New Zealand Consumer Protection specifically notes that businesses do not have to accept returns where the customer made an ordering mistake, such as mismeasuring.
If you discover an error, contact us. Where practical, we may be able to modify or remake the product, but additional costs may apply where the issue resulted from customer-supplied information.
Printing and Customer-Supplied Images
The quality of a finished print depends partly on the resolution, dimensions, sharpness, colour information and overall quality of the image supplied.
We use professional judgement when preparing images for print, including reasonable adjustments to colour, tonality, contrast and sharpening.
If an issue with the finished print results from a limitation in the customer-supplied image rather than a failure in our printing service, this would not normally be treated as a printing defect.
This does not affect your rights where our printing service fails to meet the guarantees required by the Consumer Guarantees Act.
Faulty Goods or Workmanship
If a product is faulty, incorrectly manufactured, does not match its description, or our services have not been carried out with reasonable care and skill, please contact us.
Depending on the nature and seriousness of the problem, the Consumer Guarantees Act may provide a remedy such as repair, replacement, re-performance of the service, refund or compensation.
For a minor problem that can be fixed, the retailer generally has the opportunity to remedy it within a reasonable time. More serious failures can give the consumer stronger rights, including rejecting the goods for a replacement or refund.
Damaged During Delivery
If your order arrives damaged, please contact us as soon as reasonably possible.
Please provide:
clear photographs of the damaged item, photographs of the outer and inner packaging, your order details
Please keep all packaging until we have assessed the issue, as it may be required for a courier or freight claim.
If the goods were damaged during delivery to you, we will arrange an appropriate remedy in accordance with our obligations under New Zealand law.
Incorrect Item or Redbox Error
If we manufacture or supply something incorrectly — for example, the wrong size, frame, mat, glazing or other specification compared with your confirmed order — contact us and we will assess the issue.
Where the error is ours, we will provide an appropriate remedy at no additional cost where required by law.
Returning a Faulty Product
We may need to inspect a product before confirming the appropriate remedy.
If a product is confirmed to be faulty and the Consumer Guarantees Act applies, reasonable return or delivery costs may also need to be reimbursed where appropriate.
Consumer Guarantees Act
Nothing in this Returns & Refunds Policy limits or excludes your rights under the Consumer Guarantees Act 1993 or other applicable New Zealand law.
The CGA applies to consumer goods and services supplied by New Zealand businesses, including online sales, and provides remedies where statutory guarantees are not met.
Contact Us
If you have a problem with an order, please contact Redbox Photo & Frame using the contact details on our website and provide your order number together with relevant photographs or information.