Refund policy

We want you to be completely happy with your artwork. Every piece is handled with care, and we aim to ensure your order arrives safely and as expected. This policy is written in accordance with the Consumer Guarantees Act 1993 and the Fair Trading Act 1986 of New Zealand.

Change Of Mind

Because our artworks include limited edition prints and one-off original paintings, we are generally unable to accept returns or offer refunds due to a change of mind. However, if you're genuinely unhappy with your order, please reach out to us within 3 working days of receiving it – we will review your request on a case-by-case basis and do our best to find a fair solution.

If a discretionary return is approved:

  • The item must be returned within 14 days of purchase

  • It must be in original, unused condition with all original packaging intact

  • A valid proof of purchase is required

  • Return shipping costs are the customer’s responsibility

  • If accepted, a store credit or exchange will be issued (refunds are not typically offered)

We are unable to offer returns or refunds on:

  • Commissioned artworks

  • Custom orders

  • Sale items

Damaged Or Faulty

If your item arrives damaged or faulty, please contact us at hello@kirstynixon.co.nz within 3 working days of receiving your order. Include your order number, a description of the issue, and clear photos of the damage (including packaging).

Depending on the situation, we may offer a:

  • Repair

  • Replacement (if available)

  • Store credit

  • Or refund, if a suitable resolution is not possible

In line with the Consumer Guarantees Act, we reserve the right to attempt a repair or replacement before a refund is issued.

Damage In Transit

If your artwork was damaged during delivery:

  • Please notify us within 48 hours of delivery

  • Keep the original packaging as it may be required for a claim

  • We will handle the courier claim process and ensure a fair outcome

Return Instructions

If you are returning an item:

  1. Contact us first at hello@kirstynixon.co.nz for return approval

  2. Once approved, carefully repackage the item using the original packaging

  3. Ship it back using a tracked courier service – we are not responsible for items lost or damaged in return transit

Commissions & Custom Orders

Due to their personalised nature, commissions and custom artworks are non-refundable and cannot be exchanged. We work closely with clients throughout the process to ensure you're happy with the result.

Questions?

We’re always happy to help. For questions about this policy or your specific order, contact us at hello@kirstynixon.co.nz

To learn more about your rights as a customer in New Zealand, please visit:
www.consumerprotection.govt.nz