Refund policy

Cloudy Prints

Effective Date: 26/01/26

At Cloudy Prints, we take great care in creating and packaging each order. This policy outlines when refunds or returns are available.

1. Custom / Personalised Artwork

Due to the personalised nature of custom illustrations:

  • No refunds, returns, or exchanges are offered once work has commenced.

  • This includes change-of-mind or dissatisfaction with artistic style.

  • This does not affect your rights under the Consumer Guarantees Act 1993 (NZ).

2. Non-Personalised Prints

For non-personalised, ready-made prints:

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of receiving your item at printsbycb@gmail.com.

We may request photos to assess the issue.

If approved, we will offer:

  • A replacement, or

  • A refund to your original payment method at our discretion.

3. Return Conditions

Returned items must:

  • Be unused and in original condition

  • Be returned using the instructions provided after approval

Items returned without prior approval will not be accepted.

4. Return Shipping

  • Return shipping costs are the responsibility of the customer

  • Unless the item is confirmed as faulty, damaged, or incorrect

5. Non-Returnable Items

The following items are not eligible for return or refund:

  • Custom or personalised artwork

  • Digital files

  • Gift cards

  • Sale items (unless faulty)

6. Refund Processing

Once your return is received and inspected:

  • Approved refunds will be processed within 10 business days

  • Please allow additional time for your bank or card provider to process the refund

If more than 15 business days have passed since approval, please contact us.

7. Contact

For all refund or return enquiries:
📧 printsbycb@gmail.com