Google Shopping Return and Refund Policy

Effective date: 23 July 2026

This policy applies to products purchased from Print Depot after being advertised through Google Shopping, Google Merchant Center, Google Ads, or Google free product listings.

Most Print Depot products are custom printed, personalised, cut to size, or made specifically for each customer. These products cannot normally be resold or returned when a customer changes their mind.

Nothing in this policy limits any rights you may have under New Zealand consumer law.

Return Policy Summary

1. Change-of-Mind Returns

We do not accept returns, exchanges, or refunds because:

• You changed your mind.
• You no longer need the order.
• Your event, promotion, or project was cancelled.
• You ordered the wrong size, quantity, material, colour, or finish.
• You supplied incorrect artwork, measurements, or information.
• You approved a proof containing an error.
• You found a cheaper option elsewhere.

This applies because our products are usually produced specifically for each customer.

2. Damaged, Defective, or Incorrect Products

Please contact us if your order:

• Arrived damaged.
• Has a confirmed printing or manufacturing defect.
• Was produced incorrectly by Print Depot.
• Is materially different from your approved artwork or order.
• Does not meet an applicable guarantee under New Zealand law.

Small differences caused by normal printing and finishing processes may not be considered defects. These can include reasonable differences in colour, cutting, folding, positioning, material texture, and finishing.

3. How to Report a Problem

Email info@printdepot.co.nz and include:

• Your order or invoice number.
• A clear description of the problem.
• Photographs or video of the affected products.
• The number of products affected.
• Photographs of the packaging and courier label for delivery damage.

Please report:

• Visible courier damage within 48 hours of delivery.
• Printing, production, quantity, or finishing issues within 7 calendar days of delivery.

These timeframes help us investigate the issue quickly. They do not remove any legal rights that cannot be limited.

4. Keep the Products and Packaging

Please keep the affected products, original packaging, and courier labels until we have completed our assessment.

Do not discard, alter, install, distribute, use, or return the products before receiving instructions from Print Depot.

5. Return Authorisation

Do not send products back without contacting us first.

If a return is required, Print Depot will provide:

• Written return authorisation.
• The return address.
• Packaging instructions where required.
• The approved return method.
• Confirmation of who will pay the return shipping cost.

Unauthorised returns may be refused or returned to the sender.

6. Return Shipping Cost

If Print Depot confirms that the product is damaged, defective, or incorrectly produced because of our error, we will arrange or reimburse reasonable, pre-approved return shipping where a physical return is required.

We will not reimburse:

• Unauthorised return shipping.
• Premium or urgent courier services that were not approved.
• Return costs caused by incorrect customer artwork, measurements, or specifications.

7. Assessment

Before approving a claim, we may:

• Review photographs or video.
• Review your original artwork and approved proof.
• Request physical samples.
• Ask for some or all of the products to be returned.
• Review production, packing, and courier records.

We will determine the appropriate solution after the issue has been assessed.

8. Reprints, Replacements, and Refunds

If the problem can reasonably be corrected, Print Depot may first offer to:

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

A refund may be provided where:

• Required by New Zealand law.
• The problem cannot be corrected within a reasonable time.
• Print Depot agrees that a refund is the appropriate solution.

Any remedy will normally apply only to the affected part of the order. Products correctly produced according to the approved order remain payable.

9. Refund Processing

Approved refunds will normally be initiated within 5 working days after the refund is confirmed in writing.

Refunds will normally be issued to the original payment method.

Your bank, card issuer, or payment provider may require additional time before the refund appears in your account.

10. Non-Refundable Costs

Subject to applicable law, the following are not refundable where the work was correctly completed or the cost was properly incurred:

• Graphic design and artwork services.
• File checking, setup, or preparation.
• Custom materials and specially sourced products.
• Printing or production already completed.
• Courier or freight services already completed.
• Installation or site services already completed.

11. Order Cancellations

Cancellation requests must be made before production begins.

Once artwork preparation, proofing, stock purchasing, printing, finishing, fabrication, outsourcing, or production has started, the customer may be responsible for all work completed and costs already incurred.

Orders cannot normally be cancelled after proof approval or production has begun.

12. New Zealand Consumer Rights

Nothing in this policy excludes or limits any rights or remedies that cannot legally be excluded under the Consumer Guarantees Act 1993, the Fair Trading Act 1986, or other applicable New Zealand legislation.

13. Contact Print Depot

Print Depot
East Tāmaki, Auckland, New Zealand
Phone: 09 300 3216
Email: info@printdepot.co.nz
Website: printdepot.co.nz

Please include your order or invoice number and supporting photographs when contacting us.