Refund policy

Return and Refund Policy

At Saltwater Supply Co NZ, our products are individually produced or printed to order. Because each item is made specifically in response to a customer’s order, we do not offer refunds, returns, exchanges or store credits for change-of-mind purchases.

By placing an order through our website, you acknowledge and agree to the following terms.

1. Custom and Made-to-Order Products

All custom, personalised, printed-to-order or made-to-order products are considered final sale once production has commenced.

We cannot accept a return, exchange or refund because:

  • You have changed your mind.
  • You selected the wrong size, colour, style, design or quantity.
  • You no longer require the product.
  • The product does not fit as expected.
  • There are minor differences in colour or appearance between the product and how it appeared on your device or computer screen.
  • The order was purchased as a gift and is no longer wanted.
  • The parcel was not collected or was returned because an incorrect or incomplete delivery address was provided.

Customers are responsible for carefully reviewing all product details, sizing information, colours, quantities and personalisation details before completing their purchase.

2. Order Changes and Cancellations

Orders enter production as soon as possible after they are confirmed. Requests to change or cancel an order must be submitted immediately.

We will make reasonable efforts to accommodate a change or cancellation request when production has not yet begun. However, we cannot guarantee that a request can be accepted.

Once an order has entered production, it cannot be changed or cancelled, and no refund will be provided.

3. Sizing and Fit

Customers are responsible for selecting the correct size before placing an order. We strongly recommend reviewing the sizing guide and product measurements provided on our website.

Sizing may vary slightly between different garments, styles and suppliers. Selecting an incorrect size or experiencing a change in personal preference regarding fit does not qualify the product for a refund or exchange.

4. Colours and Product Appearance

We take reasonable care to display our products and designs accurately. However, colours may appear slightly different depending on screen settings, lighting conditions, fabric type, printing method and normal manufacturing variations.

Minor variations in colour, placement, texture, dimensions or print appearance are not considered faults and do not qualify for a refund or replacement.

5. Incorrect, Damaged or Faulty Products

Please inspect your order as soon as it arrives.

Contact us promptly if:

  • You receive an item different from what you ordered.
  • The product arrives damaged.
  • The product has a manufacturing or printing fault.
  • Your order is incomplete.
  • The product is materially different from its description.

Please provide your order number, a clear description of the issue and photographs showing the product, packaging and relevant fault.

We will assess the issue and provide an appropriate remedy where required. Depending on the circumstances and your rights under applicable New Zealand consumer law, this may include repairing the product, replacing it or providing a refund.

Normal wear and tear, accidental damage, misuse, failure to follow care instructions, incorrect washing, improper storage or damage occurring after delivery will not be treated as a manufacturing fault.

6. Returning an Approved Product

Products must not be returned without first contacting us and receiving return instructions.

Unauthorised returns may not be accepted. Where a return is approved, the product must be returned in its original condition unless the nature of the fault makes this unreasonable.

Where we confirm that the product is faulty, damaged or incorrect, reasonable return-delivery costs will be handled in accordance with applicable consumer law. Customers may be responsible for return costs where an inspected product is found not to be faulty or where the return is not covered by this policy or applicable law.

7. Delivery Delays

Production and delivery timeframes are estimates and may occasionally be affected by courier delays, peak trading periods, severe weather, supply interruptions or other circumstances outside our reasonable control.

A delivery delay does not automatically entitle a customer to cancel a custom order or receive a refund. However, we will assist with investigating significantly delayed or missing parcels where appropriate.

8. Consumer Guarantees Act

Nothing in this policy is intended to exclude, restrict or modify any rights or remedies that cannot legally be excluded under the Consumer Guarantees Act 1993, the Fair Trading Act 1986 or any other applicable New Zealand law.

Where a product does not meet the guarantees required by New Zealand consumer law, you may be entitled to an appropriate remedy regardless of the custom or made-to-order nature of the product.

9. Contact Us

For questions about an order or to report an incorrect, damaged or faulty product, please contact Saltwater Supply Co NZ through the contact at sales@saltwatersupply.co.nz

Please include your full name, order number, a description of the issue and clear supporting photographs so we can assess your request efficiently.