Refund policy

Thank you for shopping at The Bach Studio. We take immense pride in crafting beautiful, high-quality wall art for your home. Because our products are custom-made, printed, and hand-stretched locally right here in New Zealand, we have specific guidelines regarding returns and refunds.

Please read our policy carefully before placing your order.

1. Personalized & Custom-Made Products

The vast majority of our products at The Bach Studio are custom-made or personalized based on the specific text, names, or coordinates you provide at checkout.

  • No Change-of-Mind Returns: Because these items are uniquely created for you, we cannot accept returns, exchanges, or offer refunds if you change your mind, decide you no longer want the print, or if you ordered the wrong size.

  • Customer Typo Responsibility: Please double-check all text and customization inputs before finalizing your order. We print exactly what you enter. We are not responsible for, and cannot refund or replace, items that contain spelling mistakes, typos, or incorrect details submitted by the customer.

2. Damaged, Defective, or Incorrect Items

Your satisfaction is our top priority. If your order arrives damaged during transit, has a manufacturing defect, or if we accidentally sent you the wrong item, we will happily make it right by sending a replacement at absolutely no extra cost to you.

To claim a replacement for a damaged or defective item, please follow these steps within 14 days of receiving your package:

  1. Email us at lbuiyt1@gmail.com with your Order Number in the subject line.

  2. Provide a clear photograph of the damaged or defective area of the product.

  3. Provide a photograph of the shipping packaging (especially if the box arrived visibly damaged).

Once we verify the issue, we will fast-track a brand-new replacement print from our local New Zealand fulfillment center straight to your door. Note: You do not need to ship the damaged print back to us.

3. Order Cancellations & Modifications

Because our system automatically syncs and sends orders directly to our New Zealand printing partners to ensure the fastest possible delivery times, the production process begins almost immediately.

  • If you need to cancel or modify your order (such as correcting a typo or changing a shipping address), you must contact us within 2 hours of placing your order.

  • Once an order has entered the printing and production phase, we can no longer cancel or modify it.

4. Lost or Delayed Shipments

All of our local shipments include a tracking number so you can follow your art's journey.

  • If your tracking information states that your package has been delivered, but you cannot find it, please check around your property, with neighbors, or contact the local courier service (e.g., NZ Post) directly. We cannot issue refunds for items marked as successfully delivered by the courier.

  • If your package is genuinely lost in transit (tracking has not updated for more than 15 business days), please contact us, and we will arrange a replacement shipment for you.

Contact Us

If you have any questions about our Return and Refund Policy, or if you need assistance with an order, please reach out to our team:

  • Email: hello@thebachstudio.co.nz

  • Response Time: We do our best to reply to all inquiries within 24–48 hours, Monday to Friday.