Returns, Exchanges & Refunds Policy

This policy is intended to comply with the New Zealand Consumer Guarantees Act 1993 (CGA) and other applicable New Zealand consumer laws. Nothing in this policy limits or excludes any rights or remedies available to customers under the CGA.

Change-of-Mind Returns

We offer a 3-day change-of-mind return period on eligible products. You must contact us within three days of receiving your order to request a return.

To be eligible, the item must be:

• Unworn, unused and unwashed
• In its original condition
• Returned with its original tags and packaging
• Accompanied by a receipt or proof of purchase

Customers are responsible for return shipping costs when they have:

• Ordered the wrong size, colour or product
• Decided they no longer want the item
• Otherwise changed their mind

Original and return shipping charges are non-refundable for change-of-mind returns.

Items Excluded From Change-of-Mind Returns

We do not accept change-of-mind returns or exchanges for:

• Custom-made, personalised or specially ordered products
• Sale or clearance items
• Gift cards

Please check all designs, personalisation details, colours and sizes carefully before placing your order.

These exclusions do not apply when an item is faulty, damaged, incorrectly supplied, unsafe or does not match its description. Your rights under the Consumer Guarantees Act still apply to custom-made and sale items.

Faulty, Damaged or Incorrect Items

Under the Consumer Guarantees Act, products must:

• Be of acceptable quality
• Be fit for their intended purpose
• Match their description
• Arrive within the agreed timeframe and in good condition

Please inspect your order when it arrives. If your item is faulty, damaged, incorrectly supplied or does not match its description, contact us as soon as reasonably possible at info@thekustomizer.co.nz.

Please include:

• Your order number
• A description of the issue
• Clear photographs showing the problem, where reasonably possible

We will assess the issue and provide a remedy in accordance with the Consumer Guarantees Act.

For a minor issue that can be remedied, The Kustomizer may choose to repair the item, replace it or provide a refund. If the issue is serious or cannot be remedied within a reasonable time, you may be entitled to reject the item and choose a replacement or refund, as provided under the CGA.

There will be no additional shipping charge when a return or replacement is required because an item is faulty, damaged, incorrectly supplied or does not comply with the Consumer Guarantees Act.

Starting a Return

Before returning an item, please contact info@thekustomizer.co.nz for approval and return instructions.

Items returned without first contacting us may be delayed or returned to the sender. This does not limit any rights you may have under the Consumer Guarantees Act.

If your return is approved, we will provide the return address and instructions. A prepaid return shipping label will be provided when the return is required because of a fault, damage, an incorrect item or an error made by The Kustomizer.

Exchanges

We do not process direct change-of-mind exchanges.

For an eligible change-of-mind return, you may return the original item and place a separate order for your preferred size, colour or product once your return has been approved.

Custom-made, personalised and sale items cannot be exchanged for change-of-mind reasons. This does not affect your rights when an item does not meet the guarantees required by New Zealand law.

Refunds

Once we receive and inspect your return, we will confirm whether your refund has been approved.

Approved change-of-mind refunds will:

• Be issued to the original payment method
• Exclude original and return shipping costs
• Be processed within 10 business days

When a refund is required under the Consumer Guarantees Act, it will be processed in accordance with your legal rights and will not be replaced with store credit unless you agree.

After we process your refund, your bank or payment provider may require additional time to credit the funds to your account.

If more than 10 business days have passed since we confirmed that your refund was processed, please contact info@thekustomizer.co.nz.

For official guidance, see Consumer Protection NZ.