Terms & Conditions
Terms & Conditions
These Terms & Conditions apply to purchases from Redbox Photo & Frame, including custom framing, printing, ready-made products and other goods or services supplied through our website or Christchurch studio.
1. Orders
By placing an order, you confirm that the information, measurements, image files and product selections you provide are accurate.
An order is accepted when payment has been received and the order has been accepted for production or supply.
If information is incomplete, specifications are unclear or we identify an issue that may affect production, we may contact you before proceeding.
2. Custom-Made Products
Many of our frames, prints and other products are manufactured specifically to the dimensions, image or specifications selected by the customer.
We are not required to provide a refund or exchange simply because you change your mind.
Where a custom-made product has been manufactured correctly according to the measurements and specifications supplied by you, we are not normally required to refund or remake the product free of charge if those measurements or specifications were incorrect.
If a customer-supplied error is identified, contact us. Where practical, we may be able to alter or remake the product, but additional charges may apply.
Nothing in this section affects your rights where Redbox Photo & Frame has supplied faulty goods or services that do not comply with New Zealand consumer law.
3. Customer-Supplied Measurements
Where you provide measurements for custom framing, you are responsible for ensuring those measurements are correct.
Measurements should be provided in millimetres and should represent the actual dimensions of the artwork or item being framed unless our ordering system states otherwise.
We recommend checking all measurements carefully before submitting an order.
If we manufacture a frame correctly to the measurements supplied and the artwork subsequently does not fit because the measurements were incorrect, this will ordinarily be treated as a customer-supplied error rather than a manufacturing defect.
4. Uploaded Images, Colour and Print Quality
Where Redbox Photo & Frame prints a customer-supplied image, we use professional judgement in relation to colour, tonality, contrast, sharpening and overall print interpretation.
The achievable print result is influenced by the quality of the source file, including its resolution, dimensions, compression, colour profile, exposure, sharpness and other image characteristics.
Images displayed on phones, tablets and computer monitors can also differ from the finished print because screens vary in brightness, colour calibration and display technology.
Redbox Photo & Frame retains professional discretion to make reasonable image adjustments that we consider appropriate to achieve the best practical print result from the file supplied.
If we identify an obvious limitation in a file that may materially affect the finished print, we may contact you before production. If you elect to proceed after being advised of those limitations, the achievable result may remain affected by the source image.
Our printing services will nevertheless be carried out with reasonable care and skill as required by the Consumer Guarantees Act 1993.
5. Customer Responsibility for Images and Artwork
By uploading or supplying an image or artwork to Redbox Photo & Frame, you confirm that you own the material or have the necessary permission or rights to reproduce it.
You authorise us to reproduce and process the material only as reasonably necessary to complete your order.
You are responsible for any copyright or other intellectual-property issues arising from material you supply.
6. Pricing and Payment
Unless otherwise stated, prices displayed on our New Zealand website are in New Zealand dollars and include GST.
Payment is generally required before production begins unless other arrangements have been agreed with an approved commercial or trade customer.
Shipping charges are displayed during the online ordering or checkout process where applicable.
We reserve the right to correct genuine pricing, calculation or website errors. If such an error affects an order already placed, we will contact you before proceeding.
7. Production Timeframes
Production times vary depending on the product, materials selected, complexity of the job, availability of materials and our current workload.
Any stated production or delivery timeframe is an estimate unless we have expressly agreed to a specific deadline.
Where no specific timeframe has been agreed, services must still be completed within a reasonable time under the Consumer Guarantees Act.
If you require an order for a specific event or deadline, please contact us before ordering.
8. Shipping and Collection
We ship orders throughout New Zealand where practical.
Shipping charges are calculated during checkout based on the order and delivery destination.
Larger, unusually fragile or oversized orders may require a separate freight arrangement or quotation.
Local collection from our Christchurch studio is available by arrangement. We will advise you when your order is ready.
9. Delivery and Damaged Orders
We take reasonable care to package framed and printed products appropriately for delivery.
If an order arrives damaged, contact us as soon as reasonably possible and provide photographs of the damaged product and packaging.
Please retain the packaging until the issue has been assessed, as it may be required for a courier or freight claim.
Where the product has been damaged in delivery or otherwise fails to meet the guarantees required by New Zealand consumer law, we will provide an appropriate remedy in accordance with our legal obligations.
Goods supplied to consumers must, among other things, be of acceptable quality and be delivered in acceptable condition.
10. Returns and 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.
This is particularly relevant to custom-made and personalised products manufactured specifically for your order.
However, this policy does not limit any rights you have under the Consumer Guarantees Act 1993 where goods or services fail to meet the statutory guarantees.
11. Faulty Goods and Services
Our goods and services are supplied in accordance with the Consumer Guarantees Act 1993 where that Act applies.
Goods must meet the applicable statutory guarantees, including acceptable quality, fitness for purpose and matching their description.
Services must be carried out with reasonable care and skill and be fit for the agreed purpose.
If there is a problem, we are entitled to assess the issue before determining the appropriate remedy. Depending on the circumstances and seriousness of the failure, remedies may include repair, replacement, re-performance of a service, refund or other compensation required by law.
12. Colour, Timber and Material Variations
The appearance of frame mouldings, matboards, artwork and printed images may vary slightly from photographs or previews displayed online.
Natural timber mouldings may display variations in grain, texture, colour and tone. These natural variations are not necessarily defects.
Screen previews are intended as a guide and cannot reproduce every material, colour or finish exactly.
Nothing in this provision allows us to supply a product that materially differs from its description or otherwise fails to meet applicable consumer guarantees. Businesses must not mislead customers about the characteristics or quality of goods or services.
13. Website Preview and Online Framing Tools
Any online visualisation, framing preview or image mock-up is intended to assist with product selection.
Because screen size, colour calibration, image cropping and display settings vary between devices, previews should be regarded as a reasonable representation rather than an exact colour-calibrated proof of the finished product.
The written dimensions and product specifications confirmed in your order remain the primary manufacturing specifications.
14. Commercial and Trade Customers
Where goods or services are acquired for business purposes, different legal arrangements may apply.
The Consumer Guarantees Act can only be contracted out of in qualifying business-to-business transactions where the statutory requirements are met, including that the agreement is in writing and that contracting out is fair and reasonable.
Any different terms applying to an approved commercial or trade account will be agreed separately.
15. Events Outside Our Reasonable Control
We are not responsible for delays or inability to perform an obligation where this results from events outside our reasonable control, such as significant transport disruption, natural disasters, supplier interruptions or other unforeseen events.
Where such circumstances affect an order, we will communicate with you and take reasonable steps to minimise the impact.
This does not exclude any rights or remedies that cannot lawfully be excluded.
16. Privacy
Personal information supplied to Redbox Photo & Frame is handled in accordance with our Privacy Policy and applicable New Zealand privacy law.
17. Changes to These Terms
We may update these Terms & Conditions from time to time.
The terms applying to an order will generally be those published on our website at the time the order is placed, subject to any rights that cannot be altered under New Zealand law.
18. Contact
If you have questions about an order, these Terms & Conditions or a product you have received, please contact Redbox Photo & Frame using the contact details provided on our website.