Refund policy

Because our products are custom made to order, we do not offer returns for change of mind.

Damaged or Incorrect Orders

If your order arrives damaged, defective, or incorrect:

  • Contact us within 48 hours of delivery

  • Email photos of the issue, your order number, and details to hello@jecustomz.co.nz

  • We will assess and offer a replacement, store credit, or refund where appropriate

Non-Returnable Items

We do not accept returns or exchanges on:

  • Custom or personalised items

  • Sale items

Order Cancellations

Orders can be cancelled within 12 hours of purchase only. After this time, production may have started and cancellations may not be possible.


Refund Method

Approved refunds will be processed via your original payment method. Please allow 5–7 business days for it to appear on your statement.


Your Rights Under New Zealand Law

Our returns policy does not limit your rights under the Consumer Guarantees Act 1993 (NZ).
If an item you receive is faulty or not as described, you are entitled to a repair, replacement or refund as outlined in the Act.