Cancellation Rights
The Buyer may cancel an order only under the following circumstances:
    (a) If the Seller has failed to deliver the Goods within 28 days of the order confirmation date, excluding any delays caused by the Buyer.
    (b) If the Goods are faulty or damaged, and the issue is reported at the earliest opportunity. All claims for faulty or damaged Goods must be made within 7 days of delivery, to ensure we can work with our courier provider on any potential claims.

Non-Delivery
If the Buyer has not received the Goods, they must notify the Seller within 7 days of the expected delivery date. This timeframe aligns with our courier provider’s claims policy, and failure to report within this window may affect our ability to resolve the issue.

Upon receiving timely notice, the Seller reserves the right to attempt redelivery in the first instance. If redelivery is not possible within a reasonable timeframe, the Seller will refund all amounts paid by the Buyer in relation to the undelivered Goods, including any applicable delivery charges.

Customised or Personalised Goods
Except in cases where the Goods are faulty or do not meet the guarantees under the Consumer Guarantees Act 1993, the Buyer has no right to cancel orders for Goods that are made to order, personalised, or produced according to the Buyer’s specifications.

The vast majority of our products are made-to-order and customised. For this reason, refunds are not available for change-of-mind, incorrect file supply, or customer errors once production has begun.

However, this does not affect your rights under the Consumer Guarantees Act 1993 if the Goods are faulty or not supplied as agreed.

Faulty or Damaged Goods
If Goods are found to be faulty or damaged, the Buyer must notify the Seller within 7 days of receipt and return the items unused and in their original packaging. Upon receipt and assessment, the Seller will offer a remedy in accordance with the Consumer Guarantees Act 1993. This may include a replacement, refund, or store credit, depending on the nature of the fault.

Refund Method
Refunds, where applicable, will be processed via the original method of payment unless otherwise agreed. The Seller is not required to offer cash refunds where not legally obligated but will comply with the CGA for eligible claims.

Incorrect Artwork and Prepress Charges
Where the Buyer fails to supply correct, print-ready artwork, the Seller reserves the right to charge a reasonable fee to cover time and resources spent on prepress work, file correction, or correspondence. If an order is cancelled due to the Buyer’s inability to provide suitable artwork, any refund or credit issued will be at the Seller’s discretion and may be reduced to reflect the prepress work already undertaken.

Administrative and Cancellation Fees
Where an order is cancelled by the Buyer for reasons not caused by the Seller, including change of mind or inability to supply usable artwork, the Seller reserves the right to deduct a reasonable fee from any refund. This may include time spent on communication, quoting, file handling, job setup, and the administration of the refund itself.

A minimum cancellation fee of 10% of the total order value may apply. This amount may be higher depending on how far the order has progressed through our workflow and will be determined fairly based on time and costs incurred up to the point of cancellation.

Notice of Cancellation
All cancellations must be submitted in writing via email to greta@cottonstory.co.nz

Consumer Rights
Nothing in these Terms and Conditions is intended to limit or exclude the Buyer’s rights under the Consumer Guarantees Act 1993. Where the Buyer is purchasing Goods for personal, domestic, or household use, statutory guarantees apply.