Refund policy

Last updated: August 2026

Every My Red Thread Tales book is made especially for you. Because each book is personalised and individually produced, our returns process is a little different from a standard retail product.

We want you to feel confident ordering from us, and if something isn’t right, we’ll always do our best to find a fair solution.

Before Your Book Goes to Print

Once you have submitted your personalisation details, we will create your book and send you a digital flipbook proof within 2–4 working days.

Your proof is your opportunity to review the completed book before it is printed.

Please take the time to carefully check:

  • names and spelling;

  • photographs;

  • personal messages;

  • selected verses and content;

  • relationships and personal details; and

  • the overall layout and content of the book.

If you would like something changed, let us know before approving your proof and we will make the requested corrections where reasonably possible.

By approving your proof, you confirm that you have reviewed the book and are happy for it to be sent to print.

Cancellations and Changes

If you change your mind before your book has been submitted for printing, please contact us as soon as possible.

Where production has not yet begun, we will do our best to accommodate reasonable changes or cancellation requests.

Once your approved book has been submitted for printing, it is individually produced for you and cannot usually be cancelled, returned or refunded for change of mind.

This does not affect any rights you may have under the New Zealand Consumer Guarantees Act 1993.

If We Have Made a Mistake

If the printed book does not match the digital proof you approved because of an error made by My Red Thread Tales, please contact us.

For example, this could include:

  • the wrong photograph being used;

  • an incorrect name or message being added by us;

  • approved content being omitted; or

  • the printed book differing from your approved proof because of an error in our preparation of the final file.

Where we have made the mistake, we will work with you to put it right.

Depending on the circumstances, this may include correcting and replacing the book at no additional cost to you or providing another appropriate remedy.

Printing, Binding or Delivery Problems

Our books are professionally printed and bound, but occasionally manufacturing or delivery issues can occur.

If your book arrives with a printing, binding or manufacturing defect, or has been damaged in transit, please contact us within 7 days of receiving it where possible.

Please include:

  • your order number;

  • a description of the issue; and

  • clear photographs showing the problem.

This helps us assess the issue quickly and raise it with our printing partner within their required timeframe.

Where there is a genuine manufacturing or delivery fault, we will work with you to arrange an appropriate remedy, which may include a replacement or refund depending on the circumstances.

The 7-day notification period is intended to help us resolve printing and delivery issues quickly. It does not limit any rights you may have under the Consumer Guarantees Act.

Customer-Supplied or Approved Content

Because every customer receives a digital proof before printing, we ask you to carefully review your book before approving it.

If the final printed book matches the proof you approved, we cannot usually offer a refund or free replacement for:

  • spelling or information that was supplied incorrectly;

  • photographs you later decide you would prefer to change;

  • messages, verses or selections you later wish you had chosen differently;

  • low-resolution, cropped or otherwise unsuitable customer-supplied photographs where the issue was reasonably apparent or outside our control; or

  • a general change of mind about the personalised content.

However, we know that these books are meaningful and sometimes mistakes are only noticed after printing.

Please still get in touch.

Where possible, we will try to find a fair solution and may be able to arrange a corrected replacement at a reduced cost.

Any reduced-cost replacement is offered at our discretion and will depend on the circumstances and the options available to us from our printing partner.

Colour and Image Reproduction

Printed photographs can look slightly different from images viewed on a phone or computer screen.

Differences in screen brightness, colour settings, image quality and the printing process can result in minor variations in colour, brightness or appearance.

These normal variations are not necessarily considered printing faults.

However, if you believe there is a genuine printing problem with your book, please contact us and we will review it with you.

Change of Mind

Because My Red Thread Tales books are personalised and produced specifically for each customer, we do not generally accept returns or provide refunds simply because you have changed your mind after your book has been approved and sent to print.

We will always consider requests fairly and are happy to discuss any concerns you have.

Consumer Guarantees Act

Nothing in this policy is intended to exclude, restrict or modify any rights you have under the Consumer Guarantees Act 1993 or other applicable New Zealand consumer law.

Under the Consumer Guarantees Act, products supplied to consumers must meet certain guarantees, including being of acceptable quality and matching their description.

Where those guarantees are not met, you may be entitled to a repair, replacement, refund or another remedy depending on the circumstances.

How to Contact Us

If something isn’t right with your order, please contact us as soon as you can.

Email: ashleywest@myredthreadtales.com

Please include your order number and, where relevant, photographs showing the issue.

We’ll review the problem and work with you to find an appropriate solution.