Refund policy

Returns, Cancellations, Replacements, and Refunds

Happiness guaranteed! I want you to be delighted with your purchase. Please check the size, format, and other product details carefully before ordering.

Change-of-mind returns

You may request a return within 14 days after the last item in your order is delivered. After requesting a return, you must send the item back within a further 14 days.

To receive a full refund, the item must be unused and returned in pristine, resaleable condition. Please use the original packaging where possible, or package the item with equivalent protection. If an item has been handled beyond what is reasonably necessary to inspect it, or is damaged because it was inadequately packaged for its return journey, the refund may be reduced to reflect the loss in value.

You are responsible for arranging and paying for change-of-mind return shipping. I strongly recommend using a tracked and appropriately insured service, as you are responsible for the item until it reaches me.

Sale items are covered by the same return policy unless they were clearly identified as final sale and applicable law permits that exclusion. Except where required by law, change-of-mind returns are not available for gift cards or goods made to your individual specifications or clearly personalised, including commissioned artwork. This does not affect your rights if an item is faulty, damaged, or supplied incorrectly.

Cancelling an order

You can request cancellation of an order at any time before it is fulfilled. Once an order has been fulfilled, please use the return process instead. Personalised or commissioned orders might not be cancellable after work has begun.

To cancel an unfulfilled order or request a return, visit the online order portal. Sign in using the email address used for your order and the verification code sent to that address. You can also contact me at judi@artbyjlm.com.

Damaged, faulty, or incorrect items

Please inspect your order when it arrives and contact me as soon as possible if an item is defective or damaged, or if you received the wrong item. For damage that occurred in transit, please contact me within 14 days if reasonably possible and include photographs of the item and packaging. This notification request does not limit any rights you have under applicable consumer law.

If an item is damaged in transit, faulty, or supplied incorrectly, I will pay the necessary return-shipping costs and provide an appropriate replacement, repair, refund, or store credit, depending on the circumstances and your rights under applicable law.

Replacement prints will normally be made free of charge. For a numbered limited-edition print, the damaged print and its certificate of authenticity must either be returned or photographic evidence must be supplied showing that both have been fully destroyed. This ensures that the edition remains correctly numbered.

If an irreplaceable item is damaged, you may choose a refund or store credit where a replacement is not possible.

Missing or delayed deliveries

If an order appears to be missing in transit, please contact me so I can investigate. For deliveries within New Zealand, please allow up to two weeks from the shipping date before requesting a replacement or refund, unless the tracking information confirms earlier that the parcel has been lost.

International orders and high-value items are sent using tracked shipping. The exception is a personalised postage stamp sent overseas when you have requested a franked, personalised stamped envelope, which may travel by standard untracked post.

If an order is confirmed as lost, I will provide a replacement or refund as appropriate. If an irreplaceable item is lost, you may choose a refund or store credit. If an item arrives after it has been replaced or refunded, please contact me. If it needs to be returned, I will provide and pay for the return label.

Occasional carrier and customs delays are outside my direct control, but I will help investigate delayed deliveries and meet my obligations under applicable consumer law.

How to return an item

Start your return through the online order portal or contact me at judi@artbyjlm.com. Please wait for return instructions before sending the item. Items sent back without first requesting a return might not be accepted.

For a change-of-mind return, you must arrange and pay for return shipping. If the item is damaged, faulty, or incorrect, I will provide a return label or reimburse reasonable return-shipping costs where a return is required.

Refunds

I will let you know when your return has arrived and been inspected. Approved refunds will be issued to the original payment method.

For change-of-mind returns from the European Union, European Economic Area, or United Kingdom, the refund will include the price paid for the returned goods and the cost of the least expensive standard outbound delivery option offered for the order. Any additional amount paid for expedited or premium delivery is not refundable. For other change-of-mind returns, the original delivery charge is not refundable unless applicable law requires otherwise.

Where European or UK withdrawal rights apply, I will issue the refund within 14 days after you notify me that you are withdrawing from the purchase. I may withhold the refund until I receive the returned goods or evidence that they have been sent back.

For other approved returns, I will issue the refund within 10 business days after receiving and inspecting the item. Your bank or card provider may take additional time to process and display the refund.

If more than 15 business days have passed since I confirmed that a refund was issued, please contact me at judi@artbyjlm.com.

European and UK right of withdrawal

If you are entitled to a statutory right of withdrawal, you may exercise it through the online order portal, by emailing judi@artbyjlm.com, or by using the model form below. You do not have to use the model form or give a reason for withdrawing.

Model withdrawal form

To: Art by JLM, 9 Joll Street, Karori, Wellington 6012, New Zealand
Email: judi@artbyjlm.com

I hereby give notice that I withdraw from my contract for the sale of the following goods:

Goods:
Order number:
Ordered on:
Received on:
Customer’s name:
Customer’s address:
Date:

Signature of customer, only if this form is submitted on paper:

Nothing in this policy limits or excludes any rights or remedies that cannot legally be limited or excluded under applicable consumer law.