Refund policy
Returns, Refunds & Cancellations
At Cherivoa Portraits, every portrait is created specifically for you from the photograph you provide. Because our products are personalised and made to order, they are handled differently from standard retail products.
Artwork approval
For physical portrait orders, we will send you a digital proof of your artwork before it is sent to production.
Please carefully review the likeness, colours, markings and overall artwork. If there is a genuine likeness or detail that needs correcting, let us know before approving your proof.
Nothing is sent to physical production until you have explicitly approved the artwork.
Once you approve your artwork, you are confirming that you are happy for that artwork to be used for production.
Change of mind
Because Cherivoa portraits are personalised and created specifically for each customer, we do not offer returns, exchanges or refunds simply because you change your mind after artwork creation has begun.
This does not affect any rights you may have under the New Zealand Consumer Guarantees Act or other applicable consumer law.
Cancellations
If you need to cancel your order, please contact us as soon as possible at hello@cherivoa.com.
If we have not yet begun creating your personalised artwork, we will normally be able to cancel the order and provide a refund.
Once work on your personalised artwork has begun, cancellation and refund requests will be considered based on the work already completed.
Once you have approved your artwork and a physical portrait has entered production, the order cannot normally be cancelled for change-of-mind reasons.
Digital portrait orders
Because digital portraits are personalised products created specifically for you, change-of-mind refunds are not available once artwork creation has begun.
If there is a genuine problem with the supplied digital artwork, please contact us and we will work with you to resolve it in accordance with your rights under applicable New Zealand consumer law.
Damaged, defective or incorrect physical products
If your portrait arrives damaged, defective, incorrectly produced, or does not match the product you ordered, please contact us at hello@cherivoa.com as soon as reasonably possible.
Please include:
- your order number;
- a description of the problem; and
- clear photographs showing the issue where applicable.
We will assess the issue and, where appropriate, arrange a remedy such as a replacement, repair or refund in accordance with the New Zealand Consumer Guarantees Act.
Where a verified production or fulfilment error has occurred, Cherivoa will not require you to bear the cost of correcting that error.
Colour and print variation
Colours may appear slightly different between screens and printed products because displays, materials and printing processes reproduce colour differently. Small normal production variations are not necessarily defects.
However, this does not limit your rights where a product fails to meet the guarantees required by New Zealand law.
Consumer guarantees
Nothing in this policy is intended to exclude, restrict or modify 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 law.
Products supplied by businesses in New Zealand must meet statutory guarantees including acceptable quality, fitness for purpose and matching their description, and customers may be entitled to appropriate remedies where those guarantees are not met.
Contact us
If something is not right with your Cherivoa order, please contact us first so we have the opportunity to help.
Email: hello@cherivoa.com
Website: cherivoa.com
Cherivoa Portraits Limited
New Zealand