Effective Date: [01 – 01 – 2026]
Custom Patches New Zealand is committed to fair, transparent business practices and compliance with New Zealand consumer law.
1. No Refunds for Change of Mind
As our patches are made to order and personalized, we do not offer refunds or returns if you change your mind after placing an order. This includes situations such as:
- You found a lower price elsewhere
- You decided you don’t want the item anymore
- You chose the wrong size or design after ordering
2. Remedies We Provide
Redo / Replace (Our Standard Remedy)
If patches are:
- Made incorrectly compared with your approved design
- Manufactured with defects
- Damaged due to a production error
We will remake or replace them at no additional cost.
To request this, you must:
- Contact us within 7 days of delivery
- Provide clear photos/videos of the issue
- Allow our team to assess the issue
We aim to remedy problems promptly and at no charge to you.
4. Customer Responsibilities
Customers must:
- Approve all final designs, colours, sizes, and details before production begins.
- Ensure instructions and artwork are accurate.
- Report issues promptly with supporting evidence.
- Redo/replacement will not apply if the item was made exactly to the customer’s approved specifications.
5. Shipping, Delivery & Other Issues
We are not responsible for:
- Delays caused by postal/courier services
- Incorrect shipping addresses provided by the customer
- Lost/stolen packages once marked as delivered
However, we will assist in dealing with courier services when possible.
6. Compliance & Consumer Rights
This policy is designed to be consistent with:
Consumer Guarantees Act 1993
We believe in the Fair Trading Act under New Zealand law.
7. Policy Updates
Custom Patches New Zealand may update this policy from time to time. Any changes will be posted on our website.
