Canvasland Refund & Returns Policy

Effective date: 19 June 2025

This policy explains how Canvasland Holdings Ltd (“Canvasland”, “we”, “our”, “us”) handles refunds, returns and cancellations for purchases made online or in-store. It complements your protections under the New Zealand Consumer Guarantees Act 1993 (CGA) and Fair Trading Act 1986.

1  Your statutory rights

Nothing in this policy limits or excludes any rights you have under the CGA. If a product is faulty, not as described or unfit for purpose, you are entitled to a repair, replacement or refund.

2  Product categories

3  Change-of-mind returns (Shop products)

We happily accept returns for stocked items provided all requirements below are met:

• Return window: Tell us within 14 days of delivery; goods must reach us within 21 days.
• Condition: Unused, unwashed, unaltered, in original packaging with tags attached.
• Restocking fee: None, unless the item shows signs of wear or damage.
• Return shipping: Customer pays return freight; we recommend a tracked service.
• Proof of purchase: Order number or receipt is required.

After inspection, we refund the product price (excluding outbound shipping) to your original payment method within 14 days.

4  Custom-made products

• No change-of-mind cancellations or returns once the order is confirmed (deposit paid and/or materials ordered).
• If you cancel within 24 hours of confirmation, we refund your deposit minus any direct costs already incurred (e.g. merchant fees, special-order fabric).
• Faulty custom products are covered under Section 5.

5  Faulty, damaged or incorrect goods (all products)

• Email enquiries@canvasland.co.nz within 30 days of receipt with your order number, a description of the issue and clear photos.
• We’ll reply with shipping instructions within 3 business days.
• Pack the item securely, clearly label the parcel with your name and order number, and ship it back (Canvasland covers reasonable freight on valid claims).
• Within 14 days of receiving the return we will repair, replace or refund — whichever provides the quickest fair remedy.

6  Service bookings (installations & on-site work)

7  How to return an item

• Email enquiries@canvasland.co.nz with your name, phone, order/invoice number, the item(s) you’re returning and the reason for return (plus photos if faulty).
• Wait for our shipping instructions.
• Pack goods securely, clearly label the parcel with your name and order number, and ship within 7 days.
• Keep your tracking receipt until we confirm safe arrival.
• We’ll inspect and process your remedy/refund within 14 days.

8  Refund method & timeframes

*Bank processing times can vary.

9  Contact us