Returns, Exchanges and Product Issues
At Custom Gear New Zealand, we take pride in the products we supply and want you to be completely satisfied with your order. Should something not be right, our team will work with you to resolve it as quickly and fairly as possible.
Change-of-Mind Returns
Unbranded, standard-stock products may be returned or exchanged within 12 calendar days of delivery, provided that:
The products are unused, unworn and unwashed.
The products remain in their original condition and packaging.
The products have not been branded, decorated, altered or made specifically for you.
Proof of purchase is provided.
Return delivery costs for change-of-mind returns are the responsibility of the customer. Original delivery charges are generally non-refundable.
Branded, Decorated and Made-to-Order Products
As branded, decorated and made-to-order products are produced specifically for each customer, they cannot be returned simply because you have changed your mind.
However, please contact us if the products:
Do not materially match the approved artwork or pre-production proof.
Are faulty, damaged or defective.
Are materially different from the products ordered.
Have been supplied incorrectly.
For the fastest resolution, please notify us within 12 calendar days of delivery and provide your invoice or quote number, a description of the issue and clear photographs where appropriate.
Depending on the circumstances, Custom Gear New Zealand may repair, replace, reproduce, credit or refund the affected products. Where the issue can reasonably be corrected, we reserve the right to replace or reproduce the products within a reasonable timeframe before issuing a credit or refund.
Nothing in this policy limits any rights or remedies available under applicable New Zealand law, including the Consumer Guarantees Act 1993 where it applies.
Arranging a Return
Please contact our team before sending products back so we can confirm the return and provide any necessary instructions.
Once your return has been approved:
Pack the products securely, preferably in their original packaging.
Include a note explaining whether you are requesting an exchange, replacement, credit or refund.
Clearly include your invoice number, quote number or order reference.
Send the approved return to:
CUSTOM GEAR NEW ZEALAND – ATTN: RETURNS
Level 2, 9 High Street Auckland CBD Auckland 1010 New Zealand
We recommend using a tracked delivery service, as Custom Gear New Zealand cannot be responsible for unapproved returns or parcels lost during return transit.
Refund Processing
Once an approved return has been received and assessed, we will confirm the outcome with you. Approved refunds will be documented by a credit note and processed within seven business days of confirmation.
Refunds will generally be returned using the original payment method unless another arrangement has been agreed.
Contact Us
For return assistance or questions about your order, please contact:
New Zealand-wide: 0508 28 78 66 Auckland or international: +64 9 886 3000 Email: [email protected]