Returns & Refunds
We want you to be happy with your print. This page explains what we can and cannot do, and how to make a claim if something has gone wrong.
| Situation | Outcome |
|---|---|
| Changed your mind | No return or refund — every print is made to order |
| Ordered the wrong size or image | No return or refund after the 24-hour cancellation window |
| Arrived damaged in transit | Replaced or refunded — photos required |
| Faulty print or framing | Replaced or refunded |
| Wrong item sent | Replaced at our cost |
| Lost in transit | Replaced or refunded |
| Cancelled within 24 hours | Full refund |
1. Change of mind
We do not accept returns, refunds or exchanges for change of mind, or for choosing the wrong image, size or frame.
Every DaysRun print is produced individually after you order — printed at Skar Image Lab and, where selected, framed by our framing partner. Nothing is held in stock, so a returned print cannot be resold.
New Zealand law does not provide a cooling-off period for online purchases, and change-of-mind returns are offered at a retailer’s discretion. Ours is set out here.
Please choose carefully. If you are unsure about size, email prints@daysrun.co.nz before ordering — we are happy to help you work out what suits your wall.
2. Cancelling an order
You may cancel your order for a full refund within 24 hours of placing it. Email prints@daysrun.co.nz with your order number.
After 24 hours your print has entered production and cannot be cancelled.
3. Damaged in transit
Please open and inspect your parcel as soon as it arrives.
Tell us within 24 hours of delivery if anything is damaged, by emailing prints@daysrun.co.nz with:
- Your order number.
- Clear photographs of the damage to the print or frame.
- Photographs of the outer packaging — including any damage to the box or tube, and the courier label.
- A photograph of the packaging as it arrived, before it was fully unpacked, if you have one.
The 24-hour window matters because courier claims are time-limited, and photographs of the packaging are usually what allows a claim to succeed. Reporting quickly is the fastest way for us to get a replacement into production for you.
Contact us as soon as you reasonably can and we will still assess your claim. Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 — see section 8.
Please keep the damaged item and all packaging until your claim is resolved — we may need it for the courier claim, and we may ask you to return it. If we ask you to return an item, we will cover the cost.
What happens next: we will respond within [FILL: 2] business days. Where a claim is accepted we will, at our option and in discussion with you, reprint and reship the item at no cost to you, or refund you in full.
4. Faulty prints or framing
If your print or frame has a manufacturing fault — an ink defect, a marked or creased surface, a misaligned mount, a faulty frame join — email prints@daysrun.co.nz with your order number and photographs.
Fine art paper is a natural material, and the following are not faults:
- slight variation in surface texture or tone across the sheet;
- minor colour difference between your screen and the printed piece;
- variation in timber grain or tone between frames;
- finished dimensions varying by a few millimetres.
Where a genuine fault is confirmed, we will replace the item or refund you.
5. Wrong item received
If we have sent the wrong image, size or frame, email prints@daysrun.co.nz with your order number and a photograph. We will arrange the correct item and cover the cost of returning the incorrect one.
6. Lost orders
If tracking shows your order as delivered but you have not received it, check with your neighbours and your local courier depot first, then email prints@daysrun.co.nz.
If an order is genuinely lost in transit, we will replace it or refund you. Please note that where you have asked for a parcel to be left without signature, or given delivery instructions to the courier, risk passes on delivery to that location.
7. Damage after delivery
We cannot replace or refund items damaged after delivery, including damage caused by handling, self-framing, moisture, direct sunlight, or unsuitable hanging. Please handle unframed prints by the edges or with clean cotton gloves, and hang framed work away from direct sun, heat and damp.
8. Your rights under the Consumer Guarantees Act
Our goods come with guarantees that cannot be excluded under the Consumer Guarantees Act 1993. Goods must be of acceptable quality, match their description, and be delivered in acceptable condition within a reasonable time.
- For a minor failure, we may choose to repair, replace or refund.
- For a failure of a substantial character — one where a reasonable consumer would not have bought the item had they known — you may choose between a refund or a replacement, and you may claim for reasonably foreseeable consequential loss.
Nothing in this policy limits those rights. If you believe we have not met them, contact us and we will work it out with you.
If you purchase for business purposes, the Consumer Guarantees Act does not apply — see clause 9 of our Terms.
9. How refunds are paid
Approved refunds are made to the original payment method, in the original currency, within [FILL: 5] business days of approval. Your bank or card provider may take a further few days to show the funds. Original shipping charges are refunded where the fault was ours.
10. Sale, discounted and gift-card purchases
Prints bought on sale or with a discount code are covered by this policy on the same terms as full-price items. Refunds are made at the price actually paid.
Gift cards are non-refundable and cannot be exchanged for cash.
11. Contact
If you are not satisfied with how we have handled a claim, you can contact Consumer Protection or the Disputes Tribunal.