Returns & refunds

Last updated 24 September 2026

Returns

Your rights under New Zealand's Consumer Guarantees Act and Fair Trading Act are not excluded by this policy. If artwork is faulty, damaged in delivery, not as described or otherwise fails an applicable consumer guarantee, contact team@artbyemmarose.com or message us from your order. We will arrange an appropriate remedy, which may include repair, replacement or refund depending on the circumstances and your legal rights. Please contact us before sending artwork back so we can arrange the return address and safe transport. We cover reasonable return costs where required for a valid consumer-guarantee claim. Photographs and packaging are helpful for assessing transit damage but are not a condition that removes your statutory rights. We do not offer automatic change-of-mind returns. Contact us before dispatch if you wish to cancel or discuss an exception. The separate right to cancel when an after-purchase delivery arrangement cannot be agreed is described in our delivery policy. Agreed or legally required refunds are made through the original payment method. Your payment provider determines when the credit appears.

Damaged, faulty or incorrectly described artwork

If there is a problem with your artwork, contact us so we can assess it and arrange a remedy appropriate to the circumstances. Nothing in this policy limits your applicable statutory rights, including rights to repair, replacement or refund under the Consumer Guarantees Act.

Change of mind

Contact us to discuss a change-of-mind request. This is separate from your rights when artwork is faulty or does not match its description.

Refunds

When a refund is agreed or required, it is processed through the original payment method. Your payment provider determines when the refunded amount appears in your account.

Contact

For orders, policy questions or privacy requests, email team@artbyemmarose.com. Include your order reference where relevant.