Refund policy

We want you to be happy with what you buy from us. If something is not right, talk to us — email shop@camerahousenz.com or call 04 566 2267 and we will sort it out.

Your rights under New Zealand law

Nothing in this policy affects your rights under the Consumer Guarantees Act 1993. If something we sell you is faulty, not as described, or does not do what it is supposed to do, you are entitled to a remedy under that Act — and that applies to everything we sell, including the items listed below as non-returnable.

What follows sets out when we will accept a return for other reasons, such as changing your mind.

Changed your mind

You have 30 days from receiving your order to ask for a return. To be eligible, the item must be in the same condition you received it, unused, and in its original packaging. You will also need your receipt or proof of purchase.

To start a return, contact us at shop@camerahousenz.com before sending anything back — items sent to us without arranging a return first cannot be accepted. Returns go to 77 Queens Drive, Lower Hutt.

Film

Film is a consumable, and once it has left the shop we have no way of knowing how it has been kept. Film is sensitive to heat, humidity, light and X-rays, and even a short spell in a hot car can affect the results. Because we cannot tell whether a problem came from the film itself or from conditions after purchase, we do not accept returns or exchanges on 35mm, 110, 120 or any other film format once sold.

This does not apply to film that is faulty or damaged. If a film arrives with a crushed canister or torn packaging, or is clearly defective straight out of the box, tell us as soon as you notice and we will put it right. We do need to look at it before it has been loaded or exposed, so please get in touch before shooting it.

Developed film, prints and scans

Once your film has been developed the work cannot be undone, so completed developing, printing and scanning is not refundable simply because you have changed your mind. If the work itself is faulty, we will redo it — see the film developing section of our Terms of Service for how we handle that.

Custom framing

Custom framing is cut and assembled to your specification and cannot be resold, so once work has begun it cannot be cancelled or refunded unless the finished work is faulty. We confirm the details with you before starting.

Passport and visa photos

Printed passport and visa photos are made for you at the time, and digital photos and codes are delivered immediately, so neither can be returned once supplied.

If a photo we supplied is rejected because of something we got wrong, bring the rejection notice back to us and we will retake and reissue it at no charge.

Darkroom hire

Please give us as much notice as you can if you need to change or cancel a darkroom booking. Sessions that have already been used are not refundable.

Second-hand equipment

Second-hand cameras and lenses are sold in the condition described on the product page, and they are usually one-offs. Your Consumer Guarantees Act rights still apply, taking into account the age and price of the item. If a second-hand item is not as described, contact us and we will make it right.

Damaged, faulty or wrong items

Please check your order when it arrives. If anything is damaged, missing, faulty or not what you ordered, email shop@camerahousenz.com with your order number and a photo, and we will assess it and put it right.

Refunds

Once we have received and checked a return, we will let you know whether it has been approved. Approved refunds go back to your original payment method, usually within ten working days. How long your bank or card provider then takes is up to them.

If more than fifteen working days have passed since we approved your refund and you have not seen it, get in touch at shop@camerahousenz.com.

Getting hold of us

Camera House
77 Queens Drive, Lower Hutt, Wellington
shop@camerahousenz.com
04 566 2267