Cancellation, Refund, & Returns

This policy sets out how we bpro.co.nz (“BPro”, “we”, “us”) handle order cancellations, returns, refunds and faulty products for orders placed through bpro.co.nz.

All prices on bpro.co.nz are in New Zealand Dollars (NZD) and include GST where applicable.

1. Nature of our products

BPro is a trade printing business supplying custom-made photographic products to professional photographers and businesses. Every order — including prints, canvases, framed works, albums, and finished display products — is made to order based on the files, sizes, finishes and specifications you supply.

Because our products are custom-made for you, they fall within the exception to the right of return for “change of mind” under New Zealand consumer law.

2. Cancelling an order

You may cancel an order before production has started for a full refund. Production typically begins within a few hours of order confirmation, so cancellation requests must be sent as soon as possible after placing your order.

  • Before production starts: full refund to your original payment method.
  • After production starts: the order cannot be cancelled and is not refundable, as materials have been committed and work has begun on your custom item.
  • After dispatch: the order cannot be cancelled.

To request a cancellation, email [support@bpro.co.nz] with your order number as soon as possible.

3. Change of mind

We do not offer refunds, exchanges or credits for change of mind on custom-made products. This includes (but is not limited to) decisions about size, colour, crop, finish, frame style, paper stock, or any other specification you selected at the time of ordering.

Please review your order carefully — including proofs where supplied — before confirming.

4. Faulty, damaged or incorrect products

Your rights under the Consumer Guarantees Act 1993 are not affected by this policy where they apply to you.

If your order arrives faulty, damaged in transit, or is not what you ordered, please contact us within 7 days of delivery with:

  • Your order number
  • A clear description of the issue
  • Photographs showing the fault, damage, or incorrect item (and packaging, if damaged in transit)

We will assess the issue and, where the fault is confirmed, provide one of the following remedies at no cost to you:

  • Reprint and replacement of the affected item, or
  • Repair of the affected item where practical, or
  • Refund of the affected item where replacement or repair is not reasonably possible.

For minor faults, we will choose the appropriate remedy. For major failures under the Consumer Guarantees Act, you may choose between a replacement or a refund where the Act applies.

We may request that the faulty item be returned to us before a remedy is provided. If a return is required, we will cover reasonable return freight costs for confirmed faults.

5. Issues we are not responsible for

We are not responsible for issues arising from:

  • File quality — low-resolution, incorrectly sized, poorly colour-managed, or otherwise unsuitable files supplied by you. We print what you supply.
  • Colour expectations — monitors are not calibrated to print output. We recommend ordering a test print for colour-critical work.
  • Specifications chosen by you — incorrect sizes, finishes, crops, or other selections made at the time of ordering.
  • Delays caused by third-party couriers once goods have been dispatched, except where required under the Consumer Guarantees Act.
  • Damage caused after delivery by handling, installation, environmental conditions, or normal wear.

6. Returns process

Do not return any item without contacting us first. Unauthorised returns may not be accepted or refunded.

  1. Email [support@bpro.co.nz] with your order number and the reason for return.
  2. We will respond with a return authorisation and the return address if applicable.
  3. Pack the item securely — ideally in its original packaging — and send it to the address provided.
  4. Once received and assessed, we will process the agreed remedy.

7. Refunds

Approved refunds are processed to your original payment method within 5–10 business days of approval. Your bank or card issuer may take additional time to make the funds available in your account.

GST will be refunded proportionally with the refunded amount.

8. Trade customers

BPro primarily supplies customers acquiring goods in trade (in the course of a business). Where both parties are in trade, sections of the Consumer Guarantees Act may be contracted out of under section 43 of the Act, where fair and reasonable. Nothing in this policy is intended to limit any non-excludable rights you may have under New Zealand law.

9. Contact

For all cancellation and returns enquiries:

BPro Email: [support@bpro.co.nz]