Returns Policy

Last updated: 14 September 2026

We want you to be completely happy with your purchase from Rachel Mataira. This Returns & Refunds Policy explains your rights and our processes. It operates alongside, and does not exclude, your statutory rights under the New Zealand Consumer Guarantees Act 1993 (CGA) and the Fair Trading Act 1986.

1. Your rights under the Consumer Guarantees Act 1993

If you purchase goods from us as a consumer, those goods come with guarantees that cannot be excluded. In particular, our goods must:

  • Be of acceptable quality;
  • Be fit for any purpose you have told us about;
  • Match the description and any sample shown;
  • Be delivered in a reasonable time.

If goods fail to meet a guarantee, you may be entitled to a repair, replacement or refund, and in some cases compensation for loss. Where the failure is of a substantial nature, you have the right to choose between rejecting the goods (for a refund or replacement) or keeping the goods and claiming compensation for the drop in value.

2. Damaged or faulty items

Please inspect your order on arrival. If your item arrives damaged or faulty, contact us within 7 days of delivery at hello@rachelmataira.com with:

  • Your order number;
  • A description of the issue;
  • Clear photos of the product and packaging.

We will arrange for a repair, replacement or refund as appropriate under the CGA. We cover the cost of return shipping for faulty or damaged items.

3. Change of mind

Because every print and framed piece is made to order specifically for you, we do not offer refunds, exchanges or store credit for a change of mind. This does not affect your rights for faulty or misdescribed goods under the CGA, set out above.

4. Custom and commissioned work

Custom-sized prints, framed pieces and commissioned artworks are non-refundable for change of mind. Your rights under the CGA for faulty or misdescribed goods are unaffected.

5. How to return an item

Do not return any item without contacting us first. Once we have agreed a return under section 2 above, please:

  • Repack the artwork carefully using the original packaging where possible;
  • Send it via a tracked courier service to the return address we provide;
  • Keep your tracking number until we confirm receipt.

Refunds, where applicable, will be processed to the original payment method within 10 business days of receiving the returned item.

6. Misdescribed items

Under the Fair Trading Act 1986, if a product description is materially misleading, you are entitled to a remedy. Please contact us with details and we will resolve it promptly.

7. Contact

For all return enquiries, please email hello@rachelmataira.com. If you are not satisfied with our response, you may seek further help from Consumer Protection (www.consumerprotection.govt.nz) or the Disputes Tribunal.