Our Policy
Returns & Refunds
Because all custom-made and personalised items are created specifically to your requirements, we do not accept returns, exchanges, or refunds for:
- Change of mind
- Incorrect selection made by the customer
- Personalised/customised designs approved by the customer
Faulty or Incorrect Items
If your item arrives damaged, faulty, or differs from the approved order details, please contact us within 14 days of delivery with:
- Your order number
- Photos of the issue
- A description of the problem
We will assess the issue and may offer:
- A repair
- Replacement
- Partial refund
- Full refund (where required by consumer law)
Order Approval
Customers are responsible for reviewing and approving all:
- Measurements
- Colours
- Spelling
- Artwork/design proofs
Once production has started, changes or cancellations may not be possible.
Consumer Rights
This policy does not exclude your rights under applicable consumer protection laws, including the Consumer Guarantees Act in New Zealand.
There are certain Non-returnable items:
- Gift cards
- Sale Items
- Some health and personal care items
There are certain situations where only partial refunds are granted:
- Items with obvious signs of use
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 14 days after delivery
Refunds
We only replace items if they are defective or damaged, Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, Please Call (04) 237 4274 and request RA (Return Authority) Number
RA (Return Authority) Number
Please call CUS on (04) 237 4274 and request an RA (Return Authority) Number.
Shipping
To return your product by COURIER / TRACK AND TRACEABLE POST
CUS – RETURNS – RA________
17 WALL PLACE
PORIRUA
WELLINGTON 5022
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
Security
As CUS is not liable for the loss of an item being returned, All Returns and Exchanges should be sent via COURIER / TRACK AND TRACEABLE POST
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at enquiries@cus.kiwi.nz
Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
