Return and Refund Policy
Last updated: February 2026
At Auckland Birthday Photography, your satisfaction means the world to us. We pour genuine care into every shoot and every product we deliver. Please read this policy carefully so you know exactly what to expect when it comes to refunds and returns.
Printed Products
Prints · Canvases · Albums
We take great pride in the quality of our printed products. Each item is custom-made specifically for you, which means we are unable to accept returns or issue refunds simply due to a change of mind.
We will replace or refund a printed product if:
- The item arrives damaged or defective due to a manufacturing fault.
- The item received is materially different from what was ordered (e.g. wrong size, incorrect image).
- The item is lost in transit and cannot be located.
To be eligible, you must notify us within 7 days of receiving your order and provide photographic evidence of the damage or issue where applicable.
Digital Photo Frame 10.1"
Our 10.1" Digital Photo Frame is a physical product and is covered by a separate return and warranty process from our custom print items.
Change of mind: If you change your mind, you may return the frame within 14 days of delivery, provided it is unused, in its original packaging, and in resaleable condition. Return shipping costs are the responsibility of the buyer.
Faulty or damaged on arrival: If your frame arrives damaged or develops a fault within 30 days of delivery, we will arrange a replacement or full refund at no cost to you. Please contact us within that window and include photos of the issue.
Warranty: The 10.1" Digital Photo Frame carries a 12-month warranty against manufacturing defects under normal use. Damage caused by misuse, accidental damage, or unauthorised modification is not covered. If a warranty claim is approved, we will repair or replace the unit at our discretion.
How to Request a Return or Refund
To get the process started, simply email us at hello@aucklandbirthdayphotography.co.nz with:
- Your full name and order or booking reference number.
- A brief description of the issue.
- Photos of any damaged or incorrect items (where applicable).
We aim to respond to all enquiries within 2 business days. If a replacement or refund is approved, it will be processed within 5–10 business days.
Photography Sessions & Cancellations
Booking deposits are non-refundable. If you need to reschedule your session, please give us at least 48 hours' notice and we will do our best to accommodate a new date at no extra charge. Cancellations made with less than 48 hours' notice may forfeit the booking deposit. Please refer to our Terms & Conditions for full details.
Your Consumer Rights
Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986 (New Zealand). If a product or service fails to meet a consumer guarantee, you are entitled to a remedy regardless of our policy above.