Returns Policy

Last updated: 23 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, whether your order was fulfilled from our Auckland, New Zealand studio or by our international fulfillment partner. 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, or any equivalent rights available to you under the laws of your own country or state.

1. Your Rights Under the Consumer Guarantees Act 1993

If you are a consumer purchasing from within New Zealand, your goods come with guarantees under the CGA 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. If you are purchasing from outside New Zealand, this section may not apply to you directly, but the remedies described in this policy are offered to all customers regardless of origin.

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. We cover the cost of return shipping for faulty or damaged items.

If your order was fulfilled by our international fulfillment partner, we will arrange for a replacement to be produced and shipped to you from within your own region, which is typically faster than a replacement fulfilled from New Zealand. See our Shipping Policy for current estimated timeframes. If a replacement isn't practical, we will offer you a refund instead.

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, regardless of where your order is fulfilled from. This does not affect your rights for faulty or misdescribed goods 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 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 (for New Zealand purchases) and equivalent consumer protection laws elsewhere, 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 a New Zealand customer and are not satisfied with our response, you may seek further help from Consumer Protection (www.consumerprotection.govt.nz) or the Disputes Tribunal.