Order information

Cancellations and refunds

Custom products and change-of-mind cancellation

This change-of-mind cancellation rule applies only to custom products. Orders can be cancelled for a full refund after successful checkout and before design work begins.

Once the initial design proof has been delivered, the design fee is non-refundable.

The remaining amount may be refunded and will generally equal 50% of the total order value.

Damaged delivery, faulty print, wrong item and approved-proof mismatch

If an item is damaged in delivery, faulty, the wrong item, or materially different from the approved proof, please contact us so we can assess the issue. This is not a change-of-mind cancellation.

Evidence and contact

Please provide your order details and reasonable evidence of the issue, such as photographs of the item, packaging or approved proof where relevant. We will consider the information and may ask reasonable follow-up questions.

Remedies and return shipping

Depending on the circumstances, an appropriate remedy may be a repair, reprint, replacement or refund. If an item is faulty or incorrect and a return is reasonably required, R&R Gallery will meet reasonable return shipping costs.

Refund processing and statutory rights

We will process an approved refund using the appropriate payment method. The time it takes to appear depends on the payment provider and bank.

Nothing in this page limits your rights for a faulty, damaged, wrong item or approved-proof mismatch, or any statutory remedy under the New Zealand Consumer Guarantees Act or Australian Consumer Law.