Returns & Refunds Policy

At Stitchery House, we want you to be happy with your purchase. As many of our products are custom decorated, embroidered, printed, or specially ordered, please read the following policy carefully before placing your order.

Change of Mind

We are not required to provide a refund or exchange if you change your mind, so please choose carefully before placing your order.

If you are unsure about sizing, colours, branding options, or product suitability, please contact our team before ordering. We are happy to help you choose the correct product.

Custom & Personalised Products

Products that have been customised, embroidered, printed, heat pressed, or personalised specifically for you cannot be returned or refunded unless they are faulty, damaged, or supplied incorrectly.

This includes, but is not limited to:

Embroidered garments
Printed apparel
Uniforms
Promotional clothing
Custom logo applications
Special order items

Please ensure all artwork, spelling, colours, garment sizes, and order details are checked carefully before approving production.

Order Cancellations

Once production has commenced or a custom order has been placed with our suppliers, orders cannot be cancelled.

Where an order is cancelled before production begins, any non-recoverable costs already incurred may be deducted from any refund. These costs may include:

Payment processing fees
Supplier ordering charges
Artwork or setup fees
Freight charges already incurred
Any other third-party costs associated with your order

Faulty or Incorrect Items

If you receive an item that is faulty, damaged, or incorrect, please contact us within 7 days of receiving your order.

We may request photographs of the issue before arranging a replacement, repair, or refund where appropriate.

Returns

Before returning any item, please contact us to obtain a Return Authorisation (RA) number.

Items approved for return must:

Be returned in their original condition
Include original packaging where applicable
Include all accessories and documentation supplied
Be securely packaged to avoid damage during transit

Unless the item is faulty or supplied in error, return shipping costs are the responsibility of the customer.

Returns received without prior authorisation may not be accepted.

Restocking Fees

Where we agree to accept the return of a non-custom, non-faulty item, a restocking fee of up to 35% of the purchase price may apply.

Restocking fees do not apply where your rights under the Consumer Guarantees Act 1993 require a repair, replacement, or refund.

Non-Returnable Items

We cannot accept returns for:

Custom embroidered or printed products
Personalised items
Used or worn garments
Washed garments
Items damaged after delivery
Clearance or special order items (unless faulty)

Consumer Guarantees Act

Nothing in this policy limits or excludes your rights under the New Zealand Consumer Guarantees Act 1993.

If a product is faulty or does not meet the guarantees provided under New Zealand law, we will meet our obligations by providing a repair, replacement, or refund where required.