Refund policy
At AllCustom, every item is made-to-order with care in our New Zealand studio. We’re committed to delivering high-quality products and a thoughtful experience for every customer.
This policy is designed to be fair and transparent and operates alongside your rights under New Zealand consumer law.
Quality Concerns
If you believe your item has a quality issue, please contact us within 30 days of receiving your order with clear photos and a brief description of the concern.
If a genuine quality issue is identified, we will happily offer:
- A complimentary replacement, or
- A full refund if a replacement isn’t suitable or feasible
Custom-Made Items & Change of Mind
As all products are personalised and made specifically for you, we’re unable to accept returns or offer refunds for change-of-mind, including:
- Personal preference
- Differences in expectation
- Minor colour or finish variations that occur naturally during printing
Colour & Preview Disclaimer
Slight colour differences may occur due to screen settings and the printing process. These variations are considered normal and do not indicate a fault.
Our live preview tool accurately reflects layout and content; however, final text size and spacing may vary slightly depending on the number of characters used.
Damaged or Incorrect Orders
If your item arrives damaged or incorrect, please contact us as soon as possible with photos so we can arrange a replacement or refund at no extra cost.
Return Shipping (Quality Issues Only)
If a return is required due to a confirmed quality issue, return shipping will be covered by AllCustom.
Our Promise
We never want you to receive something that doesn’t feel right. If there’s an issue, please reach out — our friendly team is always here to help find the best solution.