Terms and Conditions
Last Updated: 19 December 2025
Governing Law: New Zealand
Welcome to our website. By accessing, browsing, or placing an order with Lume, you agree to the following Terms of Use and our Privacy Policy. These terms comply with New Zealand consumer law, including the Consumer Guarantees Act 1993 (CGA) and the Fair Trading Act 1986 (FTA).
If you do not agree to these Terms, please refrain from using this site.
1. Products, Orders & Accuracy
1.1 Product Descriptions (FTA Compliance)
We take care to ensure that all product descriptions, artwork imagery, pricing, and information on this website are accurate and up to date. Under the FTA, we guarantee that our products will match the descriptions and specifications listed.
We reserve the right to correct any errors, inaccuracies, or omissions at any time without prior notice.
1.2 Made-to-Order Production
Most items offered on this website are made-to-order. This means production begins specifically for you once your order is confirmed, including printing, framing, and finishing.
1.3 Order Acceptance & Amendments
All orders are subject to acceptance. Because our production process is customised, orders cannot typically be cancelled or amended once production has commenced.
We reserve the right to decline or cancel any order where necessary.
2. Production & Delivery
All artwork is produced by specialist New Zealand printing and framing partners.
2.1 Estimated Production Timeframes
The following timeframes are estimates only and may vary based on volume, materials, or seasonal demand:
If we expect delays outside of a reasonable timeframe, you will be notified with the option to cancel for a full refund, in accordance with the FTA.
2.2 Shipping & Delivery
- • Shipping Time: 2–15 business days nationwide (rural addresses may require longer, as well as international shipping).
- • Tracking: All parcels include tracking.
- • Packaging: Prints and framed works are securely packed using professional protective materials.
- • Multiple Parcels: Orders may arrive in multiple shipments depending on size and fragility.
Once your order has been dispatched, you will receive tracking details to monitor delivery.
3. Returns, Claims & Consumer Rights
We comply with all obligations under the Consumer Guarantees Act 1993.
3.1 Faulty or Damaged Goods
If your item arrives damaged or faulty, please email us at hello@wearelume.co.nz within 24 hours of delivery and include clear photos of:
- The item
- Internal and external packaging
- The shipping label
Once assessed, we will repair, replace, or refund the item at no cost to you. We cover all return shipping for damaged or faulty goods.
3.2 Change of Mind
The CGA does not require refunds or exchanges for change of mind. Our policy is:
Custom-Made Items
Non-refundable, non-exchangeable. Applies to all custom crops, frames, sizes, and personalised orders. Faulty items are still covered.
Standard-Sized Items
Returnable. Must be returned within 7 days in original, unopened, saleable condition. Customer pays return shipping.
We reserve the right to decline returns that do not meet these criteria.
3.3 Business Purchases
Where goods are acquired for business purposes, the guarantees under the Consumer Guarantees Act do not apply. Our liability will be limited to the amount paid for the goods.
4. Intellectual Property
All images, artworks, text, logos, and site content are the exclusive property of Lume or the represented artists. You may not reproduce, publish, distribute, or use any content without written permission.
5. Website Use & Conduct
You agree not to:
- Use this website for unlawful purposes
- Attempt to gain unauthorised access to our systems
- Copy or misuse website content or imagery
- Interfere with site functionality or security
We reserve the right to restrict or terminate access for any misuse.
6. Pricing, Taxes & Payment
All prices are listed in NZD and include GST where applicable. Payment is required at checkout through the secure payment gateways offered on this site.
We reserve the right to update pricing at any time.
7. Limitation of Liability
To the maximum extent permitted by New Zealand law:
- We are not liable for indirect or consequential losses
- We are not liable for delays caused by couriers, third-party services, or events beyond our control
- For business purchases, liability is limited to the purchase price of the goods
These terms do not exclude your rights under the CGA for consumer purchases.
8. Privacy
Your personal information is handled in accordance with our Privacy Policy and the New Zealand Privacy Act 2020.
9. Updates to These Terms
We may update these Terms of Use at any time. Changes take effect immediately once posted on this page. Your continued use of the site constitutes acceptance of the updated terms.