Returns & Refund Policy

Last updated: 09/08/2026

1. Overview

At T & J Custom Collective, all products are custom made to order.
Because of this, we have a strict returns and refunds policy to ensure fairness for both parties.

2. Change of Mind

We do not offer refunds or returns for:

• Change of mind
• Incorrect choices made at checkout
• Errors in custom details provided by the customer (e.g. spelling, sizing, colours)

Please double check all details before placing your order.

3. Faulty or Incorrect Items

If your item arrives:

• Damaged
• Faulty
• Incorrect (not what you ordered)

You may be eligible for a replacement or refund.

4. Reporting an Issue

To report an issue, you must:

• Contact us within 48 hours of delivery
• Provide clear photos of the item and the issue
• Include your order details

Failure to contact within this timeframe may result in your request being declined.

5. Resolution Options

If your claim is approved, we may offer:

• A replacement item
• A repair (if applicable)
• A refund (if replacement is not possible)

All resolutions are at our discretion.

6. Returns (if required)

If a return is required:

• The item must be unused and in original condition
• Return shipping costs may be the responsibility of the customer unless the item is faulty

We will provide instructions if a return is approved.

7. Non-Returnable Items

Due to the nature of our products, the following are non-returnable:

• Custom 3D prints
• Custom stickers
• Acrylic boards
• Business cards

(Unless faulty or incorrect)

8. Shipping Issues

We are not responsible for:

• Lost parcels
• Delayed deliveries
• Damage caused during shipping

However, we will do our best to assist you in resolving issues with the courier.

9. Contact Information

For any returns or refund enquiries, please contact:

Email: tjcustomcollective@gmail.com
Location: Hawke’s Bay, New Zealand 
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