Returns Policy

Thank you for purchasing from Grant Udy Photos. Because prints and custom photography products are made to order (and digital products are delivered instantly), we do not offer returns or refunds for change of mind.

Damaged, Faulty, or Incorrect Orders

We take great care in packaging and delivering your prints. However, under the New Zealand Consumer Guarantees Act (CGA), if your item arrives damaged, defective, or does not match what you ordered, we will make it right with a free replacement or a full refund.

How to Request a Remedy:

  1. Contact us at info@grantudyphotos.com within 14 days of receiving your order.

  2. Include your order number and clear photos showing the damage or issue (including the original packaging if damaged in transit).

  3. Once verified, we will arrange a replacement print at no extra cost or process a full refund to your original payment method.

Digital Downloads

Due to the instant nature of digital photo files, all digital download sales are final once delivered, unless the file is corrupt or unserviceable and cannot be re-supplied.

International Shipping & Customs Duties

For orders shipped outside New Zealand, products may be subject to import duties, value added taxes (VAT), or customs fees levied by the destination country.

  • All import duties, taxes, and handling fees are the sole responsibility of the customer.

  • We are not responsible for delays caused by local customs inspections or transit disruptions.

Delayed or Lost Packages

Because international postal routes vary, a package is not classified as "lost in transit" until 30 business days have passed from the shipment date. If your tracking shows no update after this timeframe, please contact info@grantudyphotos.com so we can file an inquiry with the carrier and issue a replacement if necessary.

EU Consumer Right of Withdrawal & Exemptions

Under the EU Consumer Rights Directive, European Union customers generally have a 14-day right to cancel a distance contract. However, the following exemptions apply to products purchased on our store:

  • Physical Prints & Framed Goods: All physical prints are custom printed to order upon purchase and are explicitly exempt from the 14-day right of withdrawal. Sales are final except in cases of damage or defect.

  • Digital Products: By purchasing a digital download, you explicitly request that delivery of the digital content begins immediately upon purchase, and you acknowledge that you forfeit your 14-day statutory right of withdrawal once downloading commences.

Governing Law

This website and all international purchases are governed by and construed in accordance with the laws of New Zealand.