Refunds and Returns Policy

Effective date: 22 July 2026

This Refunds and Returns Policy applies to products and services purchased from Print Depot through our website, email, telephone, approved quotations, Google Shopping, Google Merchant Center, and other sales channels.

Most Print Depot products are custom printed, personalised, manufactured, cut, finished, or sourced specifically for each customer. For this reason, our products generally cannot be returned or resold when a customer changes their mind.

Nothing in this policy excludes, restricts, or modifies any rights or remedies that cannot legally be excluded under New Zealand law.

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Return and Refund Summary

1. Consumer Rights

Where products or services are purchased for personal, domestic, or household use, customers may have rights under the Consumer Guarantees Act 1993, the Fair Trading Act 1986, and other applicable New Zealand legislation.

If a product or service does not meet an applicable legal guarantee, Print Depot will provide an appropriate remedy as required by law. Depending on the nature and seriousness of the issue, this may include:

• Correcting or completing the work.
• Reprinting the affected products.
• Replacing the affected products.
• Providing an appropriate account credit.
• Issuing a refund where required by law.

Print Depot is entitled to inspect and investigate a reported issue before determining the appropriate remedy.

2. No Change-of-Mind Returns

Print Depot does not provide refunds, returns, exchanges, or account credits where:

• The customer has changed their mind.
• The customer no longer requires the products.
• The customer ordered the wrong product, size, quantity, material, finish, orientation, or specification.
• The customer supplied incorrect measurements, artwork, content, or information.
• The customer approved a proof containing an error.
• The customer found a cheaper product or service elsewhere.
• An event, promotion, campaign, launch, meeting, or business requirement was changed or cancelled.
• The products were correctly produced according to the approved order.

This does not affect any rights or remedies that cannot legally be excluded under New Zealand law.

3. Custom and Personalised Products

Custom-printed, personalised, made-to-order, cut-to-size, fabricated, finished, or specially sourced products cannot normally be returned or resold.

Once production has started, these products are non-cancellable and non-refundable unless:

• Print Depot made a production error.
• The products are materially different from the approved artwork, proof, or order.
• The products are damaged or defective.
• The products fail to meet an applicable legal guarantee.
• Print Depot agrees otherwise in writing.

4. Order Cancellations

Cancellation requests must be submitted in writing to info@printdepot.co.nz.

Before Design or Production Begins

Print Depot may approve a cancellation and refund the amount paid, less any reasonable and non-recoverable costs already incurred.

These costs may include:

• Payment processing fees.
• Administration costs.
• Artwork checking or preparation.
• File setup and imposition.
• Design work.
• Stock or material ordering.
• Supplier or outsourcing charges.

After Design, Artwork Preparation, or Proofing Begins

The customer must pay for all work completed and all costs incurred up to the date the cancellation is accepted.

After Proof Approval or Production Begins

The order cannot be cancelled or refunded after proof approval or after production has begun.

This includes orders that have been:

• Printed or imposed.
• Plated or processed.
• Laminated or coated.
• Cut, creased, folded, perforated, or bound.
• Fabricated or installed.
• Packed or dispatched.
• Outsourced or submitted to a supplier.
• Placed into the production schedule.

Submitting a cancellation request does not mean the cancellation has been accepted. A cancellation is effective only when confirmed by Print Depot in writing.

5. Customer-Supplied Artwork

Customers are responsible for ensuring that all supplied artwork is complete, accurate, legally authorised, and suitable for production.

The customer is responsible for checking:

• Spelling, grammar, names, addresses, and contact information.
• Dates, prices, quantities, offers, and promotional information.
• Dimensions, orientation, page order, and layout.
• Bleed, crop marks, margins, and safe areas.
• Image quality and resolution.
• Fonts, transparencies, effects, and linked images.
• Colours, colour profiles, and colour settings.
• Barcodes, QR codes, numbering, and variable data.
• Copyright, trademarks, licences, and permissions.
• That the artwork supplied is the correct and final version.

Unless Print Depot has specifically agreed in writing to provide proofreading, copy checking, technical artwork repair, or design services, Print Depot is not responsible for errors contained in customer-supplied files.

Files supplied or marked as print-ready may be produced without a separate proof.

6. Proof Approval

Where a proof is provided, production will not normally begin until the customer approves the proof.

Approval may be provided through:

• Email confirmation.
• Website or electronic approval.
• A signed proof.
• Payment following receipt of the proof.
• Another written instruction to proceed.

By approving a proof, the customer confirms that:

• All content is correct.
• All dimensions and specifications are correct.
• The artwork is approved for production.
• Print Depot may rely on the approval.
• The customer accepts responsibility for errors visible or reasonably identifiable in the approved proof.

A reprint, replacement, credit, or refund will not be provided for an error appearing in an approved proof unless the finished product materially differs from the approved proof because of an error made by Print Depot.

Changes requested after proof approval may be treated as a new order and may incur additional design, setup, stock, material, and production charges.

7. Colour Reproduction

Colours displayed on phones, tablets, computer monitors, and emailed PDF proofs may differ from printed colours.

Screens display colours using RGB light, while printed products generally use CMYK inks, toners, specialised inks, or other production processes.

Colour may also vary because of:

• Paper or material type.
• Paper brightness or texture.
• Coating, lamination, or finishing.
• Different printers or production methods.
• Ink, toner, paper, or material batches.
• Artwork colour profiles and settings.
• Environmental and production conditions.
• Natural manufacturing variations.

Reasonable colour variation between a digital screen proof and the finished product, or between separate production runs, is not considered a defect.

Where exact brand colour matching is essential, the customer must request a physical printed proof, colour target, Pantone colour match, or specialised colour-matching service before production.

Additional charges and production time may apply.

8. Manufacturing Tolerances

Printing, cutting, folding, binding, laminating, fabrication, and other finishing processes are subject to reasonable commercial manufacturing tolerances.

Unless a different tolerance has been expressly agreed in writing, minor variations may occur in:

• Trimming and finished dimensions.
• Image or text positioning.
• Front-to-back registration.
• Folding, scoring, and perforation placement.
• Lamination and coating alignment.
• Binding and page position.
• Colour and print density.
• Material thickness, texture, and appearance.
• The final quantity supplied.

Minor variations that do not materially affect the ordinary use or overall appearance of the products are not considered defects.

Where exceptionally precise dimensions, quantities, colours, registration, or finishing are required, those requirements must be disclosed and accepted by Print Depot in writing before the order is placed.

9. Reporting Damaged, Defective, or Incorrect Orders

Customers should inspect all products as soon as they are delivered or collected.

Please report:

• Courier damage or missing parcels within 48 hours of delivery.
• Printing, manufacturing, quantity, or finishing concerns within 7 calendar days of delivery.

Claims must be submitted to info@printdepot.co.nz and should include:

• The order or invoice number.
• A clear description of the issue.
• Photographs or video showing the affected products.
• Photographs of the parcel and packaging where delivery damage occurred.
• The quantity of products affected.
• Any other information reasonably requested by Print Depot.

These notification periods help Print Depot investigate claims promptly. They do not remove any legal rights that cannot legally be limited.

The customer must retain the affected products, packaging, and courier labels until the claim has been investigated.

Products must not be discarded, altered, installed, distributed, resold, or returned without written instructions from Print Depot.

Using, distributing, installing, altering, or reselling products after discovering an apparent issue may affect the available remedy, except where this would be inconsistent with applicable law.

10. Return Authorisation

Products must not be returned without prior written authorisation from Print Depot.

If a physical return is required, Print Depot will provide:

• Written return authorisation.
• The correct return delivery address.
• Packaging instructions where applicable.
• Information about the approved return method.
• Confirmation of who is responsible for the return shipping cost.

Unauthorised returns may be refused or returned to the sender.

Print Depot is not responsible for unauthorised return shipping costs, premium courier services, or additional costs not approved by us in writing before the products were returned.

11. Assessment of Claims

Before accepting a claim, Print Depot may request:

• Photographs or video.
• Physical samples.
• Return of some or all of the affected products.
• Access to the original artwork, data, or files.
• The approved proof.
• Delivery documentation.
• Other information reasonably required to investigate the claim.

Where a claim is accepted, Print Depot will provide the remedy required by applicable law or, for business orders, the remedy available under the agreed business terms.

12. Reprints, Replacements, Credits, and Refunds

Where Print Depot accepts responsibility for an issue that can reasonably be corrected, Print Depot may first choose to:

• Correct or complete the work.
• Reprint the affected quantity.
• Replace the affected products.
• Provide an appropriate account credit.

A cash refund will not normally be issued where the issue can be corrected within a reasonable time, unless a refund is required by law.

A remedy applies only to the products or services materially affected by the accepted claim.

Products that comply with the approved artwork, proof, and order specifications remain payable and are not eligible for refund.

Where only part of an order is affected, any remedy will normally apply only to the affected portion of the order.

13. Refund Processing

Approved refunds will normally be initiated within 5 working days after Print Depot confirms the refund in writing.

Refunds will normally be issued to the original payment method.

The time required for the funds to appear in the customer’s account depends on the customer’s bank, card issuer, or payment provider and is outside Print Depot’s control.

Design, artwork, setup, file preparation, payment processing, freight, courier, installation, and other service charges are not refundable where those services were correctly completed or the relevant costs were properly incurred.

14. Return Shipping Costs

Where Print Depot confirms that a product is damaged, defective, incorrectly produced, or does not meet an applicable legal guarantee, Print Depot will arrange or reimburse reasonable, pre-approved return shipping costs where a physical return is required.

No restocking fee applies to an approved return involving damaged, defective, or incorrectly produced products.

The customer is responsible for return shipping and handling costs for:

• Unauthorised returns.
• Change-of-mind returns accepted voluntarily by Print Depot.
• Products ordered incorrectly by the customer.
• Returns arising from incorrect artwork, information, measurements, or specifications supplied by the customer.

The customer must ensure that returned products are securely packaged to prevent additional damage during transportation.

15. Delivery and Production Deadlines

Production and delivery dates are estimates unless Print Depot has expressly agreed in writing that a particular date is guaranteed.

Customers should allow sufficient time for:

• Artwork preparation.
• Proofing and approval.
• Corrections and revisions.
• Production and finishing.
• Courier and freight delivery.
• Unexpected delays.

To the maximum extent permitted by law, Print Depot is not responsible for delays or failures caused by circumstances beyond our reasonable control, including:

• Courier or freight delays.
• Lost or misdirected parcels.
• Supplier delays or material shortages.
• Equipment failure.
• Power, internet, software, or system outages.
• Severe weather or natural disasters.
• Fire, flood, earthquake, or civil emergency.
• Strikes or transport disruption.
• Government restrictions.
• Customer delays in supplying information or approving proofs.
• Incorrect or incomplete delivery information supplied by the customer.

Print Depot is not responsible for losses arising solely because products were required for an event, launch, promotion, campaign, tender, meeting, opening, or deadline, unless responsibility for that deadline was specifically accepted by Print Depot in writing.

Where a parcel appears damaged on delivery, the customer should photograph the packaging before opening it and retain all packaging while the claim is investigated.

16. Customer-Supplied Materials

Where a customer supplies paper, stock, garments, signs, products, devices, or other materials for printing, installation, or processing, those materials are supplied at the customer’s risk.

Print Depot will take reasonable care but does not guarantee that customer-supplied materials will be suitable for the requested process.

Unless otherwise agreed in writing, Print Depot is not responsible for replacing customer-supplied materials damaged because of:

• An inherent defect.
• Material incompatibility.
• An unknown or undisclosed condition.
• Ordinary setup or production risk.
• Circumstances outside Print Depot’s reasonable control.

Customers should supply additional materials to allow for setup, testing, and reasonable production spoilage.

17. Excluded Claims

Subject to applicable law, Print Depot is not responsible for issues caused by:

• Incorrect, incomplete, corrupted, or low-quality customer artwork.
• Content approved by the customer.
• Customer-requested specifications or production methods.
• Incorrect measurements supplied by the customer.
• Misuse, poor storage, moisture, sunlight, weather exposure, or unsuitable installation.
• Modifications made after delivery.
• Normal wear and tear.
• Failure to follow product, storage, or installation instructions.
• Variations falling within reasonable manufacturing tolerances.
• Products being used for an undisclosed or unsuitable purpose.
• Acts or omissions of the customer, courier, installer, contractor, or another third party.

18. Business-to-Business Orders

This section applies where a customer acquires products or services from Print Depot in trade and for business purposes.

The customer confirms that it is acquiring the products or services in trade and agrees that, to the maximum extent permitted by law:

1. The Consumer Guarantees Act 1993 does not apply to the order.
2. The parties contract out of the Consumer Guarantees Act 1993.
3. The parties agree that the exclusion is fair and reasonable.
4. Any warranties, conditions, or remedies implied by law are excluded to the extent they may legally be excluded.
5. The customer has relied on its own judgement regarding the suitability of the products or services, except for written representations expressly included in an accepted quotation or order confirmation.

Nothing in this section permits either party to contract out of legislation where contracting out is not legally permitted.

19. Limitation of Liability for Business Customers

For an order acquired in trade, and to the maximum extent permitted by law, Print Depot’s total aggregate liability arising from or connected with an order will not exceed the amount paid by the customer for the specific products or services giving rise to the claim.

Print Depot will not be liable to a business customer for indirect, special, incidental, or consequential loss, including:

• Loss of profit, revenue, business, or opportunity.
• Loss of anticipated savings.
• Loss of data.
• Loss of goodwill or reputation.
• Advertising or campaign costs.
• Event, venue, accommodation, or staffing costs.
• Installation or removal costs.
• Third-party penalties or claims.
• Costs arising from missed deadlines.

Where Print Depot accepts a valid business claim, our liability may, at our option, be satisfied by:

• Correcting the work.
• Replacing or reprinting the affected products.
• Issuing an account credit.
• Refunding the amount paid for the affected portion of the order.

This limitation does not apply to fraud, wilful misconduct, or any liability that cannot legally be excluded or limited.

20. Account Credits

Any account credit voluntarily offered by Print Depot:

• Is not redeemable for cash.
• May be applied only to future purchases.
• Cannot be transferred without written approval.
• May be subject to a reasonable expiry period stated when the credit is issued.

This section does not apply where a cash refund is legally required.

21. Policy Changes

Print Depot may update this policy from time to time.

The policy applying to an order will generally be the version published or provided when the order was accepted, unless a change is required by law or agreed by the parties.

22. Contact Print Depot

To request a cancellation, report a problem, obtain return authorisation, or discuss a refund or replacement, contact:

Print Depot

• Address: East Tāmaki, Auckland, New Zealand
• Phone: 09 300 3216
• Email: info@printdepot.co.nz
• Website: https://printdepot.co.nz/

23. Related Policies

Please also review:

• Privacy Policy
• Terms and Conditions
• Refunds and Returns Policy
• Shipping and Delivery Policy
• Payment Policy
• Cookie Policy

Please include your order number, invoice number, a clear description of the issue, and supporting photographs or video.