Refund policy

Last updated: June 2026

At Sketcher’s Book Bindery, each book is crafted with care and attention to detail. Because of the custom and handmade nature of our products, we do not accept returns or provide refunds for change of mind. However, you are protected under the New Zealand Consumer Guarantees Act 1993 (CGA), which ensures that you are entitled to a remedy if your item is faulty.

1. Change of Mind

Outside of the EU - We do not accept returns, refunds, or exchanges for change of mind, accidental ordering, or if you simply reconsider your purchase.

EU Customers — Right of Withdrawal If you are located in the European Union, you may have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason.

Please note: The right of withdrawal does not apply to commissions. As these books are custom and handmade to order, they may be exempt from this right. We recommend contacting us at info@sketchersbookbindery.com if you have questions about your specific order.

If the right of withdrawal does apply to your order, you must notify us within 14 days of receiving your item. You will then have a further 14 days to return the item. Return shipping costs are your responsibility unless otherwise agreed. Refunds will be issued within 14 days of us receiving the returned item.

 

2. Damaged or Faulty Items

Please inspect your order as soon as it arrives and contact us within 14 days at info@sketchersbookbindery.com if:

  • The item is defective,
  • Has been damaged in transit, or
  • You received the wrong item.

If the issue qualifies under the CGA, you are entitled to a remedy. Depending on the nature of the problem, this may be:

  • A repair (for minor issues), or
  • Your choice of a replacement or refund (for major faults).

3. Conditions for Returns (Faulty Items Only)

To be eligible for a return under the CGA:

  • You must provide proof of purchase (receipt or order confirmation).
  • The issue must relate to a genuine fault in the product, not damage caused after delivery (e.g., wear and tear, misuse, or storage conditions outside your care).
  • Items must be returned within 14 days of receiving your order.

4. Exclusions

We do not accept returns or refunds for:

  • Change of mind,
  • Sale items, "seconds" books, or gift cards,
  • Damage occurring after delivery due to mishandling, accidents, or storage conditions outside your care.

5. Process

  • Email us at info@sketchersbookbindery.com with your order number and a clear description of the issue. Photo evidence of all major or minor faults is mandatory before a return can be approved.
  • If your return is approved, we will provide instructions for return shipping.
  • Once we receive and inspect the book, we will notify you of the outcome and process the remedy (repair, replacement, or refund).

Refunds (if approved) will be issued back to your original payment method. Please allow up to 10 business days for your bank or card provider to process the transaction.

6. Questions

If you have any questions about this policy or whether your item qualifies for a return, please contact us at info@sketchersbookbindery.com.