Refunds & Returns Policy

Last updated: 30 September 2025

Every artwork and print is created and packed with care. We want you to feel confident when ordering, so here’s how we handle things if something goes wrong.

Refunds & Returns at a Glance


Originals
  • Every original artwork is carefully packaged for safe transit.
  • If your piece arrives damaged, please contact us within 6 days of delivery with clear photos of the packaging and the artwork.
  • We’ll work with you to find the best solution – which may be a repair, replacement (if possible), or a refund.
  • Once delivered safely, we can’t cover damage or changes that happen afterwards (e.g. during hanging, moving, or environmental conditions).
Prints
  • Every print is checked with care before shipping or collection.
  • If your print arrives damaged or incorrect, we’ll replace it free of charge – just contact us within 6 days with clear photos of the packaging and the print.
  • Please open and check your package on arrival. Courier claims can’t be processed after 6 days.
  • If you choose non-signature delivery, we can’t cover lost items once tracking shows as delivered.
  • Once safely delivered or collected, we can’t cover damage from framing, mounting, or handling.

1. General Policy

  • Because our artworks and prints are made to order or one of a kind, all sales are final. We don’t offer refunds or exchanges for change of mind.
  • Refunds or replacements are only available in the case of damage in transit, incorrect orders, or lost shipments, as detailed below.
  • This policy sits alongside your rights under the New Zealand Consumer Guarantees Act 1993 (for NZ customers) and similar laws elsewhere.

2. Original Paintings and Sculptures

  • Damage in Transit: If your original artwork arrives damaged, you must notify us within 6 days of delivery. Please provide clear photographs of both the packaging and the artwork.
  • We will work with you to arrange a suitable solution, which may include repair, replacement (where possible), or refund.
  • Claims outside this timeframe cannot be accepted.
  • After Delivery: Once delivered safely, risk passes to the purchaser. We are not responsible for any damage, deterioration, or loss occurring after delivery.

3. Art Prints

  • All prints are carefully produced and inspected before dispatch.
  • Incorrect Orders: If you receive the wrong print, please contact us straight away. We will organise a collection if needed and ensure the correct order is dispatched promptly.
  • Lost or Damaged Orders: Lost or damaged print orders will be replaced free of charge, provided you contact us within 6 days of delivery.
  • Please inspect your package as soon as it arrives. If damage has occurred, take photographs of both the packaging and the print and send them to us immediately.
  • We cannot process courier damage claims made after 6 days from delivery.
  • This guarantee is void if you select a non-signature required shipping service.
  • After Delivery: Once a print has been delivered safely, we are not responsible for any damage or issues arising from framing, mounting, or handling by third parties.

4. Returns Procedure

If you think your order qualifies for a replacement, repair, or refund:

  • Contact us at info@christiannicolson.co.nz within 6 days of delivery.
  • Provide your order number, photographs of the item and packaging, and a description of the issue.
  • We’ll assess your claim and confirm the next steps.
  • If a return is required, we’ll provide instructions. Please don’t return items without contacting us first.

5. Non-Returnable Items

  • Change of mind purchases.
  • Items damaged after safe delivery (including framing, hanging, or environmental conditions).
  • Items purchased via non-signature courier services where delivery is recorded.
  • Digital products (if applicable).

6. International Orders

  • Customers outside New Zealand are responsible for any customs duties, import taxes, or local fees in their country.
  • We are not responsible for delays caused by customs clearance.
  • The same 6-day timeframe applies to reporting damaged, incorrect, or missing orders.

7. Contact Us

We want you to enjoy your artwork. If there’s an issue, please reach out:
Email: info@christiannicolson.co.nz