Refund and Returns Policy
Please always select carefully prior to purchase
Bare in mind that each item on this store is made to order, and we do not operate a retail store where I can restock the print.
My aim here is to reduce costs to both you, and the environment. As returns and re-prints make this harder, my hope is that you are careful with your choice.
The Process
I have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, and in its original packaging. If you purchased clothing it must be unworn, unused, and with tags. You’ll also need the receipt or proof of purchase (if you've checkout as a guest, without an account on the store).
To start a return, you can contact me at james@jameshancox.nz, or use our self service system via your store account.
If your return request is accepted, I’ll send you further instructions on how and where to send your package.
There is a shipping cost to you for returns, but I will waive this in special circumstances.
Items sent back to me without first requesting a return will not be accepted and I can not guarantee it will be returned to you.
You can always contact me for any return question at james@jameshancox.nz.
Damages and issues
Please inspect your order upon reception and contact me immediately if the item is defective, damaged or if you receive the wrong item, so that I can evaluate the issue and make it right.
Exceptions / non-returnable items
Unfortunately, I cannot accept returns on sale items, gift cards, or due to a "change of heart".
You can always get in touch if you have questions or concerns about your specific item, as I will do all I can to assist and find a resolution.
Exchanges
Photographic prints are made to order. The fastest way to ensure you get what you want is to initiate a return process, return the item you have if the return is accepted, and make a separate purchase for the new item.
Refunds
I will notify you once I’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method.
Please remember it can take some time for your bank or credit card company to process and post the refund too.
If the return is outside the return window, I may not be able to refund you as most banks/card issuers also have this same time window.