Refund policy
At Phreaze Factory Custom Prints, we take pride in the quality of our products. If you're not completely satisfied with your purchase, we're here to help.
Change of Mind Returns
As all of our items are customised, change of mind refunds can only be accepted prior to graphic work being completed on your order.
Refunds for change of mind purchases are not guaranteed and are provided at our discretion.
Faulty, Damaged or Incorrect Items
If you receive an item that is faulty, damaged, or not what you ordered, please contact us within 7 days of receiving your order.
Please include:
- Your order number
- A description of the issue
- Clear photos showing the fault or damage
Where a product is confirmed to be faulty, damaged, or incorrectly supplied, we will arrange a replacement, repair, exchange, or refund in accordance with the New Zealand Consumer Guarantees Act 1993.
Customised & Personalised Items
Customised, personalised, made-to-order, or special-order items cannot be returned or exchanged for change of mind, incorrect sizing, or preference reasons.
However, if a customised item is faulty or we have made an error with your order, please contact us and we will work with you to resolve the issue.
Sale Items
Sale, clearance, promotional, and discounted items are generally not eligible for refunds due to change of mind unless required under New Zealand consumer law.
Exchanges
If you need a different size or colour, please contact us as soon as possible. Exchanges are subject to stock availability and must be requested prior to graphic work being completed.
Customers are responsible for any return shipping costs associated with exchanges unless the item is faulty or supplied incorrectly.
Return Process
To request a return, please contact us at:
Email: customprints@phreazefactory.com
Please do not send items back until your return request has been approved.
We recommend using a tracked shipping service, as we cannot be responsible for items lost in transit.
Refund Processing
Approved refunds will be processed back to the original payment method where applicable. Although a refund may be processed immediately on our end, banks may have different processing periods. Please allow 5–10 business days for the refund to appear in your account after processing.
Consumer Rights
Nothing in this policy limits or excludes your rights under the Consumer Guarantees Act 1993 or any other applicable New Zealand consumer protection laws.
Contact Us
If you have any questions regarding returns, exchanges, or refunds, please contact us at:
Phreaze Factory Custom Prints - Phreaze Factory
Email: customprints@phreazefactory.com
Website: customprints.phreazefactory.com