Terms of service

Welcome to J&E Customz! By accessing or using our website, placing an order, or engaging with our services, you agree to be bound by the following terms and conditions.

1. Custom Orders

  • All our products are custom made. Please ensure all personalisation details (e.g. names, dates, colours) are correct before confirming your order. 

  • Once your order is confirmed and production has started, changes cannot be made. (A fee will incur for any changes made after confirmation point.)

  • We reserve the right to decline or cancel any custom order that includes offensive, harmful, or inappropriate content.

2. Turnaround Time

  • Orders are typically processed 2-3 weeks before due date, depending on product type and quantity.

  • Shipping times are additional and may vary by location.

  • Urgent orders may be accepted upon request depending on availability. (This may include an urgency fee.)

3. Payments

  • All prices are listed in NZD and include GST (if applicable).

  • Full payment is required at the time of collection or prior to shipment.

  • We accept payment via Shopify’s secure checkout options (including credit/debit card, Apple Pay, etc.)

4. Returns & Refunds

  • Due to the personalised nature of our products, returns and refunds are not accepted unless the item arrives damaged or defective.

  • If there is an issue with your order, please contact us within 48 hours of delivery with photos and order details.

  • Approved refunds (in rare cases) will be processed via the original payment method.

5. Cancellations

  • There will be no refunds on orders where work has commenced. Depending on circumstances, late cancellations may incur a fee or result in forfeiting any payment made. 

6. Use of Our Website

  • All content, designs, logos and images on this site are owned by J&E Customz and may not be copied or reproduced without permission.

  • You agree not to use our site or products for any unlawful or unauthorised purpose.

7. Changes to Terms

We reserve the right to update these Terms of Service at any time. Changes will be posted on this page with the effective date.

8. Contact Us

If you have any questions about these Terms, please contact us at:
📧 info@jecustomz.co.nz
📍 Auckland, New Zealand



9. Compliance with NZ Consumer Law

We operate in accordance with the Consumer Guarantees Act 1993 (NZ).
If goods are faulty, unsafe, or don’t do what they’re meant to, you may be entitled to a repair, replacement or refund as required by law.
These rights apply in addition to our store policies.