UNFOUND

All Unfound works are bespoke and handled with care from studio to site. Because every piece is made to order, our delivery and returns process reflects the custom nature of what we make.

 

01

Delivery
 

Delivery timelines are project-specific and confirmed in your written quote or commission agreement. As all works are fabricated to order, timelines depend on the scope, materials, and current studio schedule.
 

Delivery costs are based on the size, weight, fragility, and destination of the work and are outlined in your quote. We deliver across New Zealand. International delivery is available for select works — enquire at the time of commission.
 

Site access: Delivery requires adequate access appropriate to the scale of the work — suitable road access, clearance dimensions where relevant, and for large-scale or public art works, appropriate lifting or installation provisions as discussed and agreed prior to delivery. Any access requirements must be disclosed prior to confirming delivery. Costs arising from undisclosed access constraints will be charged to the client.
 

On receipt: Inspect all works on arrival before signing off delivery. If packaging shows visible damage in transit, note this on the delivery documentation and contact us within 24 hours with photographs. Claims made after this window may not be accepted.

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02

Installation
 

Where installation is included in your commission, work is considered complete and risk transfers to the client upon installation sign-off by both parties. Any remedial work required after sign-off will be quoted and charged at Unfound's current rates.
 

Where installation is arranged independently by the client or by a third-party contractor, Unfound accepts no responsibility for damage arising during or after installation. We are available to provide technical guidance for installation and recommend engaging with us prior to any independent installation of large-scale works.

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03

Returns & Remedies
 

All Unfound works are made to commission and are non-returnable on the basis of change of mind. This is consistent with standard practice for bespoke and custom-fabricated works.
 

Under the Consumer Guarantees Act 1993, if a work is found to be faulty, not as described, or not fit for its agreed purpose, you are entitled to a remedy. Please contact us within 14 days of delivery with:
 

• Your order or commission reference

• A written description of the issue

• Photographs clearly showing the defect or damage
   

We will assess your claim and respond within 5 business days. Where a claim is accepted, Unfound will at its discretion repair, replace, or provide a credit to the value of the defective work or component.
 

Not considered defects: Colour variation consistent with the natural character of materials; minor surface variation inherent in handmade work; normal weathering or patination; damage caused by misuse, vandalism, impact, or failure to follow care and maintenance guidelines.
 

Return shipping costs for accepted warranty claims are covered by Unfound. Return shipping for non-warranty matters is at the client's expense.

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04

Colour & Material Representation
 

Digital images and renders are provided as references only. Screen calibration, lighting conditions, and the inherent variation of natural materials mean that the finished work may differ in colour or texture from digital representations. This variation is not a defect. Where colour or finish matching is critical, request a physical sample prior to commission confirmation.

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05

Contact
 

For all delivery and returns enquiries please contact us. We aim to respond to all enquiries within two business days.