Returns Policy

At custommerch, customer satisfaction is our top priority. We take great pride in creating high-quality custom apparel and merchandise, but we understand that issues can arise. Please review our returns policy below to ensure a smooth and hassle-free process if you need to make a return or exchange.

 

General Return Guidelines

Since all of our products are custom-made to order, we cannot accept returns for reasons such as a change of mind or incorrect size selection. However, we are happy to offer returns or exchanges in the following cases:

• Defective or Damaged Products: If the product arrives with a manufacturing defect or is damaged during shipping, we will offer a replacement or refund.
• Incorrect Item Received: If you receive the wrong product, design, or colour, please contact us for an exchange or full refund.

 

Conditions for Returns and Exchanges

To qualify for a return or exchange, the following conditions must be met:

1. Return Request Timeframe: You must contact us within 14 days of receiving your order to initiate a return or exchange.
2. Unused Condition: The item must be unworn, unwashed, and in its original condition, with tags still attached (if applicable).
3. Proof of Purchase: A copy of the original receipt or proof of purchase must be provided when requesting a return or exchange.

 

How to Request a Return or Exchange

If your product meets the above criteria, follow these steps:

1. Contact Us: Email us at hello@custommerch.co.nz with your order number and a description of the issue, including photos of the defect or damage if applicable.
2. Return Authorisation: Once your return request is approved, we will provide you with return instructions. Do not send any items back without authorisation, as we cannot process unauthorised returns.
3. Shipping Costs: For defective, damaged, or incorrect items, we will cover the return shipping costs. For all other cases, customers are responsible for return shipping.

 

Non-Returnable Items

The following items are not eligible for return or exchange:

• Custom products with incorrect sizes or designs based on customer input.
• Clearance or final sale items.
• Items that have been worn, washed, or altered in any way.

 

Refunds

Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5-7 business days. Please note that refunds may take additional time to appear on your statement, depending on your bank or card issuer.

 

Exchanges

If you wish to exchange your item for a different size, colour, or replacement due to a defect, we will process the exchange once we receive and inspect the returned item. Exchange items will be shipped at no additional cost in cases of damage or defect.

 

Contact Us

If you have any questions regarding our returns policy, please don’t hesitate to reach out to us at hello@custommerch.co.nz. We’re here to help!