Refund & Return Policy

In the unfortunate event that you have to return an item to Mixed Media Art Supplies, please read this page carefully to ensure your return is handled correctly and promptly.

QUICK QUESTIONS

The item I ordered was damaged in transit.

Accidents do happen from time to time and if your item was damaged between leaving the Mixed Media Art Supplies dispatch warehouse and arriving at your delivery address, you will receive a full refund, replacement or credit – the choice is yours if the courier company used confirms that the item was indeed damaged whilst in their care.

The courier company will collect the damaged parcel from your address, along with the original packaging, and once the damage has been verified your return will be processed. This process can take up to two weeks.

Please note that for your claim to be accepted it is important to provide the relevant courier company with all of the original packaging as you received it. If your parcel was damaged as described above, first thing to do is contact our Customer Support Team to report the incident.

Please do not dispose of the packaging – even and ESPECIALLY if it is damaged.  The courier company will not process your claim if you have disposed of the original packaging.

We will promptly arrange a pickup of the damaged items (including the packaging) that suits your schedule.  If you cannot be at the designated place at the time of pick up, please arrange with someone trustworthy to assist you.

The item I ordered arrived faulty or didn’t work as intended.

If the item being returned is faulty, Mixed Media Art Supplies will meet our obligation to provide a suitable remedy under the New Zealand Consumer Guarantees Act.

First thing to do is email our Customer Care Team or use our online contact form HERE.  Please provide us with the following information in order for our team to assist you:

  • Your Name
  • Order number
  • Date of purchase
  • SKU number of product
  • Description of fault

One of our Customer Care Team members will be in contact with you within 24 hrs to resolve your matter as painless as possible.  Items should be returned after arrangements have been made with a team member of Mixed Media Art Supplies.  Do remember to include as much information as possible to prevent misunderstandings.

The item will be send off to the supplier/manufacturer for testing.  If we confirm that the item was damaged/faulty before leaving the Mixed Media Art Supplies dispatch warehouse, or was faulty out of the box, your item will be repaired or replaced by Mixed Media Art Supplies free of charge.  A refund may also be offered in some circumstances.

The item I received is not the item I ordered.

If your receive a product from Mixed Media Art Supplies and it is significantly different in size, shape or color than described on Mixed Media Art Supplies, contact our Customer Care Team immediately.

To speed up the process and eliminate any misunderstandings, please provide us with the following:

  • Your name
  • Your order number
  • Clear color photos of the item received.

Provided the item is unopened and in the same condition as what we shipped it, we will replace the item or provide a full refund at our discretion. To receive your replacement or refund you must return the unopened original item to the Mixed Media Art Supplies dispatch warehouse.

You will be provided with a no-cost return-addressed courier satchel (or similar) to post the item back to the Mixed Media Art Supplies warehouse.  We will process your refund or replacement within 5 – 8 days of receiving the wrong item.

The item I ordered did not arrive at all.

If your item did not arrive within a reasonable time, the first thing to do is request a “track and trace” on your item from the Courier Post web site.

Go to the Courier Post web site HERE.

Alternatively you can call Courier Post on 0800 COURIER (0800 268 743) for assistance. (To shorten the wait, press 2 twice.)

If the “track and trace” on your order indicates that your item has been delivered, but you’re unable to find it, we will start an investigation with Courier Post on your behalf.

Please provide us with the following details in order for us to assist you:

  • Your Name
  • Order number
  • Date of purchase
  • SKU number of product
  • Delivery address

Regrettably, neither Mixed Media Art Supplies nor Courier Post are able to refund or replace items that have been lost, damaged or stolen after being delivered to your property.  We will however go the extra mile to try and recover the lost item.

I’ve changed my mind and no longer want the item I ordered.

If you’ve just placed an order and change your mind before the items have been shipped, we can process your refund within 1 working day on all products purchased.  The same method of payment in reverse will apply and you will see the refund in 5 – 8 working days with the reference “Mixed Media Art Supplies refund.”

Change of mind returns can be processed as long as the item is unopened, not used at all and in a re-sellable condition.  (If a product is packaged in a blister pack and you have opened it, it is not in a re-sellable condition.)

We are happy to exchange items bought on Mixed Media Art Supplies within 14 days.  The shipping for the return will be at the cost of the buyer.  Once we have the item in hand we will have our Returns Team assess the item and if the item is still in its original packaging and all intact, you will receive an account credit to spend on Mixed Media Art Supplies in the form of a gift voucher.

I’ve had my item for a while, but it no longer works as described.

We will assist where possible with the repair or replacement of faulty items. Where appropriate, we are also happy to work with our suppliers on your behalf.

Mixed Media Art Supplies is fully committed to protecting your rights under the Consumer Guarantees Act.