Refund & Cancellation Policy
Last updated:
Whenua Printing is a trading name of DEEP EARTH COLLECTIVE LIMITED (“we”, “us” or “our”).
Our printed products are custom-made to your approved artwork and order
specifications.
As these products are personalised, they generally cannot be resold
or used by another customer.
1. Artwork and Order Approval
Before production, we require your written approval of the final artwork and order specifications by email or message.
Please carefully check all details, including spelling, names, contact information, images, layout, dimensions, quantity, materials and finishes.
Your approval authorises us to begin production and commit costs to your order immediately.
2. No Change-of-Mind Refunds After Approval
Once you have approved the final artwork and order specifications, we do not accept cancellations, refunds or exchanges simply because you change your mind, no longer need the products, or wish to change the approved design or specifications.
Where we have correctly printed content that you supplied and approved, and exercised reasonable care and skill, reprints required solely because of errors in that content will be chargeable.
Changes requested after approval cannot be guaranteed. Any additional charges must be agreed before we proceed.
These restrictions do not apply to defects, errors or other failures for which we are responsible.
3. Cancellation Requests Before Approval
Please contact us as soon as possible if you wish to cancel before approving your artwork.
If cancellation is agreed, we may deduct reasonable charges for work already completed and non-recoverable costs incurred for your order, provided those charges were disclosed and agreed beforehand. Any remaining balance will be refunded.
If we agree to stop an order after approval, any cancellation charges will reflect work completed and reasonable, non-recoverable costs already committed to your order.
4. Faulty, Damaged or Incorrect Products
If your order arrives damaged, has a printing defect, or does not match the approved artwork or agreed specifications, please contact us as soon as reasonably possible.
Please provide your order reference, a description of the issue and photographs where available. Where possible, retain the affected products and packaging for assessment.
We will provide the remedy required by applicable law, which may include repair, reprinting, replacement or a refund at no cost to you. Where the law gives you a choice of remedy, that choice remains yours.
5. Refund Payments
Where a refund is due, it will be returned through the original payment method unless otherwise agreed.
6. Your Legal Rights and Contact Details
Nothing in this policy excludes, restricts or modifies your rights under the New Zealand Consumer Guarantees Act 1993, the Fair Trading Act 1986 or other applicable laws.
For cancellation requests or concerns about your order, please reply to your order email or use the contact details on our website.