Willa Black Prints - Aotearoa New Zealand
Returns & Privacy Policy
How returns and refunds work for prints and framed prints, and how we look after your personal information.
Last updated: June 2026
01Returns & Refunds
Print Only Orders
As all prints are made to order, we do not guarantee refunds for change of mind on print only orders. At our discretion, we may consider a refund on a case-by-case basis for unframed prints returned unused and in original condition within 14 days of delivery, subject to a 5% restocking fee to cover payment processing and handling costs. This is offered as a goodwill gesture and is not guaranteed in every case. Items must be returned to the Willa Black Prints studio in Auckland, New Zealand (address supplied on request), and return shipping costs are the responsibility of the customer.
To avoid disappointment, we strongly encourage all buyers to use our Upload a Room tool, or order a sample print, before placing a full order. This is the best way to check size, colour, and finish before committing to a purchase.
Framed Prints
As all framed prints are custom made to order - cut, mounted, and assembled to your selected size and frame colour - we are unable to accept returns or issue refunds for change of mind once an order has entered production.
This does not apply if an item arrives damaged in transit, or if the quality does not reflect what is described on our website - see Faulty, Damaged or Incorrect Orders below.
To help you choose with confidence before a framed print is made, we also recommend using our Upload a Room tool to see how a piece will look in your space.
02Faulty, Damaged or Incorrect Orders
If your order arrives damaged, faulty, or significantly different from how it was described on our website, you are entitled to a remedy under the Consumer Guarantees Act 1993 - this may include a repair, replacement, or full refund, regardless of whether the item is a print only or framed print.
Please check your order within 2 business days of receiving it. If there is a problem, photograph both the item and its packaging, and email the details to info@willablack.com with your order number. We will respond within 3 business days to arrange a refund, replacement, or store credit, including any associated shipping costs. Claims made after 2 business days will be considered at our discretion.
03Privacy Policy & Security
We collect personal information for the purpose of fulfilling your order and processing your payment. This includes your name, billing address, shipping address, phone number, and email address. We do not share this information or make your details available to any third parties.
If you provide us with credit card details, they remain private and confidential and are never disclosed to any third parties.
From time to time we may send you product information, including special offers, by mail or email. If at any time you wish to be removed from our customer list, you need only ask - email info@willablack.com and we will action this promptly.
Willa Black Prints is a New Zealand art print business based in Tāmaki Makaurau Auckland, Aotearoa. Print-only refunds for change of mind are considered on a case-by-case basis, subject to a 5% restocking fee; custom framed prints are made to order and are not eligible for change-of-mind returns. Buyers are encouraged to use the Upload a Room tool or order a sample print before purchasing. Consumer rights under the Consumer Guarantees Act 1993 are upheld for faulty, damaged, or incorrectly described goods. Customer information is kept private and never shared with third parties. willablack.com