Last updated: 13 January 2026
This policy applies to photography services and art/design products purchased through this website.
Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 (New Zealand).
1. Change of Mind
We do not offer refunds or exchanges for:
Change of mind
Personal preference
Deciding you no longer want the product or service
Please choose carefully before purchasing or booking.
2. Creative Services
Due to the creative and subjective nature of photography, custom illustration and design work:
We do not offer refunds because you do not like the finished imagery or they do not meet personal expectations.
By booking, you acknowledge you have reviewed our portfolio and agree to our creative style, editing, and artistic judgement.
If there is a technical failure or a failure to provide the service as agreed, your rights under the Consumer Guarantees Act apply.
3. Physical Items
If a physical item arrives damaged or faulty:
Please contact us within 7 days of receiving the item
Provide photos of the damage and your order details
We will, at our discretion:
Replace the item, or
Provide a refund if a replacement is not reasonably possible
We do not accept returns or refunds for:
Change of mind
Minor variations in colour or appearance due to screen differences
Damage caused after delivery
4. Digital Products & Downloads
All digital products are non-refundable once delivered, except where required under the Consumer Guarantees Act.
5. Consumer Guarantees Act
Under the Consumer Guarantees Act 1993, you are entitled to a remedy if goods or services fail to meet acceptable quality, are not as described, or are not fit for purpose.
Where the issue can be remedied, we may choose to repair, replace, or re-supply the service. If the failure is substantial, you may be entitled to a refund or cancellation.
6. Contact
For any refund or replacement enquiries, please contact:
Email: upthehillcreative.nz@gmail.com