Refund policy

We have a 3-day return policy, which means you have 3 days after receiving your item to request a return. 

The Kustomizer does not accept returns on all custom-made orders, sale items or gift cards.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Returns will be less shipping fees. 

Please Note : Shipping fees are non-refundable.

To start a return, you can contact us at info@thekustomizer.co.nz. Please note that returns will need to be sent back to us. Depending on the reason for the return e.g wrong size ordered, wrong colour etc. If you simply change your mind, the return would be at your charge. Items can be returned if defective, damaged or our error. Before the item is returned, please contact us first on the above email and we will provide you with the return address. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@thekustomizer.co.nz.

Damages and issues
Please inspect your order carefully upon receiving from the carrier and sign this accordingly e.g damaged item. Then contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalised items). Please get in touch if you have questions or concerns about your specific item. 

The Kustomizer does not accept returns on all custom-made orders, sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method (no exceptions) within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund. 
If more than 7 business days have passed since we’ve approved your return, please contact us at info@thekustomizer.co.nz.