Refund and Returns Policy

Refunds and Returns

Last updated: 25 October 2026

Your rights come first

Nothing in this policy limits, excludes or reduces any right or remedy you have under the consumer law of the country where you live. That includes:

  • the Consumer Guarantees Act 1993 and the Fair Trading Act 1986 in New Zealand
  • the Australian Consumer Law in Australia
  • the Consumer Rights Act 2015 in the United Kingdom
  • the consumer protection law of your EU or EEA member state, including the legal guarantee that goods must be as described, fit for purpose and of satisfactory quality

Those rights apply automatically and cannot be excluded by anything we write here. Where this policy gives you more than the law requires, we will honour what this policy says.

If something is wrong

Contact us at james@jameshancox.nz with your order number and a photograph of the problem. We will reply within 3 business days.

Depending on the problem and on your local consumer law, you are entitled to a remedy that may include a repair, a replacement or a refund, and in some cases compensation for additional loss. Where the law says the choice is yours, it is yours. We will not argue with you about a genuine fault, and we will not charge you for the cost of putting it right.

Return shipping for a fault: if the item is faulty, damaged in transit, or not as described, we pay the return shipping and no restocking fee applies. Contact us first and we will send you a prepaid label or reimburse your postage.

What counts as a problem:

  • the print arrives damaged, creased, marked or badly packaged
  • the wrong item, size, format or paper was sent
  • the print is materially different from its description
  • the print is not of acceptable quality, does not last a reasonable time, or is not fit for the purpose we described

There is no time limit on your statutory rights. If a fault appears later, contact us anyway.

Your 14-day right to change your mind (European Union and United Kingdom)

If you live in the European Union, the EEA or the United Kingdom, you have a legal right to cancel your order within 14 days without giving any reason.

The cancellation period

  • It starts on the day you, or someone you nominated, physically receive the goods.
  • It ends 14 days after that day.
  • To cancel in time, you only need to send your cancellation before the period expires.

How to cancel

The fastest way is your customer account. Sign in at jameshancox.com/account and cancel there. We acknowledge your cancellation by email straight away, and the refund starts automatically. You can email james@jameshancox.nz instead if you prefer, or use the cancellation form at the end of this policy. You do not have to use the form. Sending us a clear statement that you are cancelling is enough.

What happens next

  • We refund all payments we received from you, including the standard delivery cost, without undue delay and in any case within 14 days of the day we are told you are cancelling.
  • We use the same payment method you used, unless you agree otherwise. You will not be charged any fee for the refund.
  • We may withhold the refund until we have received the goods back, or until you show us you have sent them, whichever is earlier.
  • You must send the goods back without undue delay, and in any case within 14 days of telling us you are cancelling. You bear the direct cost of returning the goods.
  • You are only liable for any diminished value of the goods caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. You may handle and inspect a print as you would in a shop. You do not have to return it in its original packaging, but please pack it so it arrives undamaged.

Our 30-day policy is more generous. We offer 30 days rather than 14, and we do not require a reason. Where our policy gives you more than this statutory right, our policy applies. The statutory right is described here so you know exactly what you are entitled to.

Goods excluded by law. The 14-day right does not apply to goods made to your specifications or clearly personalised. We do not rely on that exclusion for our catalogue prints, because our prints are offered in standard sizes, formats and papers rather than made to your individual specification. If you commission bespoke work from us, we will tell you in writing before you order whether the right applies.

South Korea: your 7-day right to cancel

If you live in South Korea, the Act on the Consumer Protection in Electronic Commerce gives you a right to cancel within 7 days of receiving the goods (or of receiving the written contract information, if that arrives later). You do not need to give a reason.

  • Return shipping is at your cost for a change of mind.
  • No restocking fee and no cancellation penalty apply to this right. Korean law does not permit us to charge a penalty or damages on a statutory cancellation, so the 15% restocking fee described in our 30-day policy does not apply to a Korean statutory cancellation.
  • Where the goods are damaged, not as described or otherwise not as agreed, we bear the cost of return and you may also claim a refund, exchange or repair.
  • We refund within 3 business days of the goods being returned to us, as Korean law requires, and we pay delay compensation if we are late.

Please send us your personal customs clearance code (개인통관고유부호) after ordering so your parcel can clear Korean customs. Full details, in Korean and English, are on our Ordering from Korea page.

Our 30-day change of mind policy

In addition to your statutory rights, and including for customers outside the EU and UK, we offer a change of mind return.

  • Window: 30 days from the day your order is delivered.
  • Where: anywhere we ship to, worldwide.
  • What: any item, including sale items.
  • Condition: the print must be unused, unmarked, unframed and unhung. Please return it packed so it arrives undamaged.
  • Return shipping: the customer provides return shipping. Return postage is at your own cost and is not refunded.
  • Restocking fee: a 15% restocking fee applies to change of mind returns. It is calculated on the price you paid for the item and is deducted from your refund. The fee applies only to a change of mind. It does not apply where the item is faulty or we sent the wrong thing, and it does not apply to a cancellation under the EU and UK 14-day right described above, where the law does not allow us to charge it.
  • Refund: we refund the purchase price to your original payment method, less the restocking fee, once the item arrives back and we have checked its condition. We process refunds within 7 days of receipt. Your bank may take a further few days to show it.
  • Original shipping cost: not refunded, except where the law requires it.

Exchanges. If you would like a different size or print instead of a refund, contact us within the same 30 days and we will arrange an exchange. The item must meet the same condition requirement. You pay the shipping in both directions, and the 15% restocking fee does not apply to a straight exchange of equal value. If the replacement costs more, you pay the difference.

This 30-day policy does not apply to commissioned or personalised work, because that work is made to your specification and cannot be resold. It does not reduce any statutory right you have in relation to that work.

How to start a return

  1. Email james@jameshancox.nz with your order number and whether the return is a fault, a

statutory cancellation or a change of mind.

  1. We will reply within 3 business days with a return address and instructions.
  2. Pack the print so it is protected in transit.
  3. Send it back, and email us the tracking number.

Please contact us before sending anything back. We may not be able to identify an unannounced parcel, and we cannot refund return shipping we did not agree to.

Orders that never arrived

If tracking shows your order was delivered but you did not receive it, contact us. If tracking shows no delivery and the carrier cannot find it, we will replace it or refund it.

Chargebacks

If you believe a charge is wrong, contact us first. We will almost always be able to fix it faster than a bank dispute. Nothing in this policy restricts your right to dispute a charge with your card issuer.

Cancellation form

If you want to cancel under the 14-day right described above, you can copy this form into an email and send it to james@jameshancox.nz. Using it is optional.

To: James Hancox - New Zealand Fine Art Prints, a trading name of Pinya Holdings Ltd,
Worcester Street, Christchurch CBD, Christchurch 8011, New Zealand, james@jameshancox.nz

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

Ordered on / received on:

Name of consumer:

Address of consumer:

Signature of consumer (only if this form is notified on paper):

Date:

Contact

james@jameshancox.nz

James Hancox - New Zealand Fine Art Prints A trading name of Pinya Holdings Ltd (NZBN 9429051294960) Worcester Street, Christchurch CBD, Christchurch 8011, New Zealand +64 27 204 1060