Refund policy

We want you to be happy with your purchase. If there is a problem with your order, please contact us at hello@jjcreativestudio.co.nz as soon as possible so we can help.

Faulty, damaged or incorrect items

All products are made and checked with care before being sent. Our products are hand made and printed so there might be slight variations from the images shown on the product page. If your order arrives damaged, faulty, defective or is not what you ordered, please contact us with the details of the issue and photos where applicable.

Where required under the New Zealand Consumer Guarantees Act, we will provide an appropriate remedy, which may include repair, replacement or refund.

If an item is confirmed to be faulty or damaged in transit, we will cover reasonable return postage costs where applicable.

Change of mind

Because our products are often made to order or customised, we do not generally accept returns or provide refunds for change-of-mind purchases. If you have changed your mind, please contact us and we will consider your request on a case-by-case basis.

Customised or personalised orders

Customised or personalised products cannot generally be refunded due to a change of mind. This does not affect your rights under the Consumer Guarantees Act if the product is damaged, faulty or does not match what was agreed.

Refunds

Where a refund is approved, we will process it to the original payment method. Processing times may vary depending on your bank or payment provider. 

Delivery damage

Please contact us as soon as reasonably possible if your parcel arrives damaged. We may ask for photographs of the packaging and product so we can assess the issue and work with the courier where necessary.

 

If your goods don't reach you in perfect condition, please notify us as soon as it is convenient. If the error is ours, the return postage is at our cost too, but please advise of the problem first so that we may decide how best to deal with it. We will replace or reimburse you for unsatisfactory goods.

You should expect to receive your refund within two weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days). You can expect your order to arrive quickly and in great condition.
We accept full responsibility for losses or breakages in transit within New Zealand.