⋒ GENERAL REFUNDS AND RETURNS
Please be aware I do not accept returns on personalised art orders unless faulty, so please choose carefully. This is due to the customised nature of these items. Once you have approved your art proof your order cannot be cancelled or refunded.
For general non-customised orders, I'm happy to arrange an exchange in return for a credit note. Items must be packaged appropriately to avoid damage in transit and must arrive back to me, damage-free, in their original condition. Once the item has arrived safely, a credit note will be provided for use within 12 months of issue. Return shipping for change of mind purchases will be at the expense of the customer.
⋒ FAULTY ITEMS
I do my upmost to ensure each item is carefully packaged for shipment and contained within a sturdy box for extra protection. However if you have a genuine issue with a faulty item please contact me via email (julia@pastelrain.co.nz) within 7 days of receiving your order with photos, so I can rectify the issue for you.
If a return is agreed upon, please package your item(s) in the original box and packaging (to ensure nothing is further damaged during its return). You will be refunded in full and provided with a return shipping label.
⋒ DAMAGES ON ARRIVAL
If your order arrives damaged, please contact me immediately so I can rectify the issue. Please keep all original packaging. Photograph your item both before you open it and also show the condition of the item itself on arrival - as this will be used to provide a resolution.
⋒ LOST IN TRANSIT
If your order doesn't arrive within the stated timeframe and there is no influencing situation at hand e.g. Covid outbreak or holiday period, please get in touch so I can contact the carrier.
All orders are shipped with tracking and emailed upon dispatch. This should help in knowing where your parcel is along the way.
⋒ No refunds or exchanges will be given on any sale or clearance items so please choose carefully. All sale and clearance purchases are final.
⋒ No refunds will be given on custom made orders once the order has been started or completed. Once the custom order has been started it cannot be exchanged, refunded or returned.
⋒ COVID-19 If you purchase a product and we move to alert level 3 or 4 & I cannot send your package, I will send it as soon as I can. Refunds will not be given.
Please be aware that I endeavor to conform to both the Consumer Guarantees Act 1993 and the Fair Trading Act 1986 at all times.
For any questions please feel free to reach out to me at julia@pastelrain.co.nz