Refund policy

At STIL LAB, we stand by everything that leaves our shop and aim for 100% customer satisfaction.

If you are unhappy with your order, please contact us at info@stillab.co.nz within 7 working days of receiving your order. Please include your order number and, where relevant, photographs of the issue so we can promptly assess and resolve it.

Damaged or faulty orders
If your order arrives damaged, faulty, or does not match what you ordered, please contact us as soon as possible. We may request photographs of the packaging and product to help us assess the issue. Where appropriate, we will arrange a replacement, reprint, repair, or refund.

Incorrect orders
If we have made an error with your order, please contact us within 7 working days of receiving it and we will work with you to put it right.

Change of mind
Because our fine art prints, framed prints, and other printed products are made specifically to order, we generally cannot accept returns or refunds for change-of-mind purchases. This does not affect your rights under the Consumer Guarantees Act 1993.

Colour and image appearance
We take great care to produce prints accurately using professional equipment, papers and colour-managed workflows. However, differences between screens, devices, lighting conditions and printed materials can mean that a print may not appear exactly the same as it does on a digital display.

Refund process
If a refund is approved, we will process it to the original payment method where possible. Refund processing times may vary depending on your payment provider or bank.

If you have any concerns about your order, please contact us at info@stillab.co.nz. We are always happy to help.