Refund policy

Returns

Lisa is confident you will be happy with your art, number or sign.  She prides herself on the quality of her work and has over 19 years worth of super happy clients. 

As a small business, we are unable to offer returns or exchanges for change of mind purchases. Unfortunately, too many pieces have been returned in unsaleable condition, making it unsustainable for us to accept returns for this reason. However, we are committed to meeting our obligations under the New Zealand Consumer Guarantees Act. If your item arrives faulty or damaged, please contact us, and we will work with you to resolve the issue. We appreciate your understanding and support of our small business.

Cancellations - custom work

Custom items such as house numbers, address signs, and personalised designs involve dedicated design time and preparation prior to fabrication.

• If you cancel or change your mind after design work has commenced, a $50 design fee per design applies. This fee covers the time and expertise invested in designing your custom artwork, which is a non-refundable service.
• After cutting is programmed: Once your design has been finalised and scheduled for cutting, no refunds can be issued for cancellations or changes of mind, as your order has entered production.
  

By placing a custom order, you agree to these terms. This ensures fair compensation for services provided and supports the integrity of our custom design process.

Damaged Orders 

If you have received something from Lisa and it is damaged please email lisa@lisasarah.com as soon as possible.  Please keep all packaging and email photos of the damage within 5 days of receiving the item.  If the item is deemed to have been damaged in transit, the courier will collect the item and packaging from you.  Lisa will replace the item as soon as possible.  

Missing Orders 

If for some reason your order has not arrived, please contact us for a trace.

Subject to NZPost's application of the Consumer Guarantees Act 1993, claims for loss or damage must be made within the timeframes below.

NZ - 10 days (from the day of posting)

International - 20 days (from the day of posting)

If you have not contacted us within one month of your order date, we cannot offer any compensation or replacement art