Returns & Refund Policy

Last updated: 1.2.26

At Apparel Direct Limited, we take pride in producing high-quality custom printed apparel. Because many of our products are custom made-to-order, our Returns & Refund Policy is designed to be fair while also reflecting the custom nature of our services.

This policy applies to all purchases made through our website or directly with us.

1. Change of Mind Returns

Due to the custom nature of our products, we do not offer refunds or returns for change of mind, including but not limited to:

  • Incorrect size selected by the customer
  • Incorrect colour selected by the customer
  • Incorrect garment style chosen by the customer
  • Ordering the wrong quantity
  • Deciding you no longer want the item
  • Minor differences in print placement where approval was given
  • Customer-supplied spelling/design errors

Once an order has entered production, it cannot be cancelled or changed.

2. Custom Printed Products (Made-to-Order)

Most items sold by Apparel Direct Limited are custom printed based on artwork, sizes, and specifications chosen by the customer.

Because of this, we generally cannot resell returned items.

However, your rights under the Consumer Guarantees Act 1993 still apply for faulty products or services.

3. Faulty, Damaged, or Incorrect Orders

If your order arrives with an issue caused by us, such as:

  • Incorrect printing compared to the approved design
  • Wrong garment supplied
  • Printing defects (peeling, cracking, misalignment, missing print)
  • Damaged garment (holes, stains, tears on arrival)
  • Incorrect sizing supplied compared to what was ordered

Please contact us within 7 days of receiving your order.

We may request:

  • clear photos of the issue, and
  • your order number or proof of purchase.

If the issue is confirmed to be our fault, we will offer one of the following (depending on the situation):

  • a replacement garment
  • a reprint
  • a repair (where possible)
  • a full or partial refund

4. Consumer Guarantees Act (NZ)

Under the Consumer Guarantees Act 1993, products must be:

  • of acceptable quality
  • fit for purpose
  • match their description
  • delivered within a reasonable timeframe

If your item is faulty or incorrect, you may be entitled to a repair, replacement, or refund depending on whether the issue is minor or major.

Nothing in this policy is intended to limit your rights under New Zealand consumer law.

5. Issues Not Covered

We are not responsible for problems caused by:

  • incorrect sizing or details provided by the customer
  • low quality or low-resolution artwork supplied by the customer
  • artwork supplied in the wrong format
  • spelling errors approved in the final proof
  • normal wear and tear
  • damage caused by incorrect washing or care
  • fading or shrinkage due to misuse, harsh detergents, or high heat drying
  • customer modifications or alterations after delivery

6. Colour Variation Disclaimer

Please note: colours may vary slightly between:

  • screen displays (phones/monitors)
  • printed output
  • garment batches from manufacturers

Minor colour variation is normal and does not automatically qualify as a fault.

7. Returns Process

If you believe your item is faulty or incorrect, please contact us first before returning anything.

Email: info@appareldirect.co.nz
Phone: 0275440760

Please include:

  • your name
  • order number
  • description of the issue
  • photos of the product and printing

If a return is required, we will provide instructions.

Items returned without approval may not be accepted.

8. Return Shipping Costs

If the return is due to our error (faulty item, incorrect print, wrong product supplied), we will cover the reasonable cost of return shipping.

If the return is due to customer error or change of mind (where accepted at our discretion), return shipping costs are the responsibility of the customer.

9. Refund Timeframes

If a refund is approved, refunds will be processed back to the original payment method within a reasonable timeframe (typically 3–10 business days, depending on your bank/payment provider).

10. Business Customers (B2B Orders)

If you are purchasing for business purposes, the Consumer Guarantees Act 1993 may not apply.

For business orders, we will still work with you in good faith to resolve any issues, but remedies may be limited to repair or replacement at our discretion.

11. Contact Us

For all returns and refund enquiries, contact:

Apparel Direct Limited
Email: info@appareldirect.co.nz
Phone: 0275440760
New Zealand