Returns & Damaged Orders Policy

Editable draft — please have this document reviewed against the Consumer Guarantees Act 1993 and Fair Trading Act 1986 before publishing. Last updated: [date].

1. Your consumer rights

Nothing in this policy limits or excludes your rights under the Consumer Guarantees Act 1993, the Fair Trading Act 1986, or any other New Zealand law that cannot be excluded by agreement. HIBAH remains responsible where a product is faulty, damaged in transit, or does not match the order you approved.

2. If your order arrives damaged

Please contact us promptly — ideally within [number of days, e.g. 7] days of receiving your order — if your artwork arrives damaged. To help us resolve this quickly, please provide:

• Photographs of the outer parcel
• Photographs of the internal packaging
• Photographs of the shipping label
• Photographs of the damage to the artwork itself

Once reviewed, we will offer a repair, replacement or refund as appropriate.

3. Change-of-mind returns — standard (non-personalised) artwork

We want you to love your HIBAH piece. For standard Signature and Limited Edition artwork purchased without personalisation, please contact us within [number of days, e.g. 14] days of receiving your order if you wish to discuss a change-of-mind return. Artwork must be unused, undamaged and in its original packaging. Return shipping costs for change-of-mind returns are [customer's / HIBAH's] responsibility.

4. Personalised and bespoke orders

Because personalised and bespoke artwork is made specifically to your approved wording, names, dates and specifications, these items cannot normally be returned for a change of mind once you have approved your proof and production has begun. This does not affect your rights if the finished piece is faulty, damaged, or does not match the proof you approved.

5. Limited editions

Limited-edition pieces are released in a fixed quantity and, once sold out, will not be reproduced. Standard change-of-mind terms above apply where the piece was not personalised.

6. How to request a return or report an issue

Please contact us via our Contact page or at [contact email placeholder], including your order number and the details above.

7. Final policy wording

This is a draft policy prepared for review. Final wording, timeframes and responsibility for return shipping costs should be confirmed by HIBAH and reviewed against current New Zealand consumer law before this policy is published.