Refund policy

Last Updated: June 2026
At NZ Clothing Lab, customer satisfaction is important to us. We aim to provide quality products and services while being fair and transparent regarding returns, exchanges, and refunds.
By placing an order with us, you agree to the following policy.

Change of Mind

As many of our products are made to order or customised, we do not offer refunds or returns for change of mind, incorrect size selection, or if you simply no longer want the item.
Please carefully review your order before completing your purchase.

Custom Products and Personalised Items

Due to the nature of custom products, including:
  • Custom printed garments
  • Design services
  • Custom packaging
  • Personalised products
  • Special-order items
We do not offer refunds, exchanges, or returns unless the product is faulty, damaged, or we have made an error.

Faulty, Damaged, or Incorrect Orders

If you receive an item that is:
  • Faulty
  • Damaged during delivery
  • Incorrect due to our error
Please contact us within 7 days of receiving your order.
Email us with:
  • Your order number
  • A description of the issue
  • Clear photos showing the problem
Once reviewed, we may choose to:
  • Replace the item.
  • Repair the item.
  • Offer store credit.
  • Provide a refund where appropriate.

Sizing

Customers are responsible for selecting the correct size when ordering.
Size charts are provided where possible. We do not offer refunds or exchanges for incorrect size selection unless required under New Zealand consumer law.

Colours and Artwork

Actual product colours may vary slightly due to:
  • Screen settings
  • Lighting conditions
  • Printing processes
  • Garment manufacturing variations
Minor colour variations are not considered faults.
Customers are responsible for reviewing and approving artwork and mockups before production begins.

Design Services

Fees for design work, vector conversions, mockups, and artwork preparation are non-refundable once work has commenced.
If revisions are included with your service, these will be provided according to the agreed scope.

DTF Transfers and Customer-Supplied Artwork

Customers are responsible for ensuring that:
  • Artwork files are correct.
  • Sizing and placement are approved.
  • Submitted designs do not infringe copyright or trademarks.
NZ Clothing Lab is not responsible for issues resulting from customer-approved artwork or incorrect files supplied by the customer.

Order Cancellations

Orders may be cancelled before production begins.
Once production has started, materials have been ordered, or design work has commenced, cancellation requests may not be accepted and refunds may not be available.

Shipping Issues

Once orders have been handed to the courier, delivery times are outside our control.
We are not responsible for delays caused by:
  • Courier networks
  • Weather events
  • Public holidays
  • Customs delays
  • Incorrect shipping information provided by the customer
If a parcel arrives damaged, please contact us promptly with photographs.

Consumer Guarantees Act 1993

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or any other applicable New Zealand laws.
Where required by law, customers are entitled to remedies for faulty goods or services.

Contact Us

For any return or refund enquiries, please contact:
NZ Clothing Lab
New Zealand

📧 Email: contact@nzclothinglab.co.nz🌐 Website: www.nzclothinglab.co.nz

Effective Date: June 2026