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Refund Policy

Last Updated: 20th of August 2025
 

1. Legal Rights Under New Zealand Law

Under the Consumer Guarantees Act (CGA), if a product or service you’ve purchased from us is faulty, doesn’t match its description, isn't fit for purpose, or fails to meet an agreed-upon sample, you’re entitled to a remedy—be that a repair, replacement, or refund.


For services (like framing), CGA requires that they be carried out with reasonable care and skill. If not, remedies apply accordingly.


You’re not legally entitled to a refund if you simply change your mind—but we may offer a goodwill-based resolution for such cases.

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2. When You're Eligible for a Remedy

You may request a remedy if:

  • The product is faulty, broken, or unsafe.

  • The item doesn’t match its description, sample, or is not fit for the intended purpose.

  • A framing service was performed below the standard of care or quality.

 

For substantial problems (e.g., unsafe, significantly not as described, unfixable within a reasonable time), you're entitled to choose between repair, replacement, or a refund—at no cost to you.

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3. How to Request a Refund, Repair, or Replacement

Please contact us with the following details:

  • Proof of purchase (receipt, invoice, bank statement, or order confirmation).LegalVision New ZealandSprintlaw NZ

  • A description of the issue and, if possible, photos.

  • Preferred remedy (repair, replacement, or refund).

 

Send your request to:
Rivercity Picture Framers
196 Victoria Avenue, Whanganui 4500, New Zealand
Email: rivercitypictureframers@gmail.com
Phone: 06 345 3313

 

We'll investigate promptly and keep you informed of the next steps.

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4. Timeliness

While the CGA doesn’t specify rigid timeframes, we suggest submitting your request within 30 days of receiving your product or service to help us assess and resolve the issue efficiently.

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5. How We Provide Remedies

  • Repair: We'll fix the issue within a reasonable timeframe. If repair isn’t viable, we may offer a replacement or refund.

  • Replacement: You can choose a new item or equivalent service at no extra cost.

  • Refund: If a refund is appropriate, it will be processed using the original payment method and for the amount paid.

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6. What If You Changed Your Mind?

We understand that needs change—if you simply change your mind, we're happy to discuss options like store credit or exchanges, subject to our discretion and within reason. These are goodwill gestures and not required under the law.

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7. Returns Process & Costs

You’ll typically need to return items in their original packaging. For larger or bulky items, we may arrange to collect them—especially if the return is due to a legitimate fault.


If no fault is found following inspection, reasonable return costs may apply, which we will clearly communicate in advance.

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8. Goods Returned with No Fault Found

If a returned item is found to be in good condition without any issues, we may charge you for inspection and return costs—based on transparency and fairness.

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9. Display and Accessibility

We strive to make this policy visible and easy to understand—on our website, at the point of sale, and in any service-related documentation.

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10. Complaints Handling

If you'd like to raise a concern or escalate your request, we take all feedback seriously and will aim to resolve issues fairly and with respect. Complaints may also be raised with the Commerce Commission if needed.

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