EM Prints Return & Refund Policy
We’ve put together answers to the most common questions about EM Prints and our DTF printing services.
Whether you’re curious about turnaround times, pricing, or how to prepare your artwork, you’ll find the key details here.
At EM Prints, every product is made-to-order with your chosen design. Because of this, we cannot accept returns or provide refunds for change of mind, incorrect size selection, or errors in customer-provided artwork.
However, your satisfaction is important to us, and we will always put things right if there is a problem with your order.
Order Cancellations
- Orders may only be cancelled within 24 hours of placement, provided production has not yet begun.
- Once printing has started, cancellations are not possible.
Non-Returnable Items
- Customised items due to change of mind
- Incorrect details, spelling, or low-resolution images supplied by the customer
- Minor colour or placement variations caused by the printing process or screen display differences
Eligible Returns/Refunds
We will gladly replace or refund items if:
- The product has a manufacturing defect
- There is a printing error caused by EM Prints
- The item was damaged during shipping
- An incorrect item was supplied
How to Request a Return
Contact us at in**@*********co.nz within 7 days of receiving your order.
Provide your order number and clear photos showing the issue.
Our team will confirm the next steps, which may include a replacement, refund, or other solution.
Return Shipping
- If the issue is due to EM Prints (faulty print, wrong item, or damage), we will cover return shipping costs.
- If the return is due to customer error, return shipping is the customer’s responsibility.
Refund Processing
Consumer Rights
This policy is in line with the New Zealand Consumer Guarantees Act 1993, which ensures your legal rights are protected.