Refund policy

At KATZ Apparel & Print, we want you to be happy with what you order. We create apparel, tumblers, printed products and merchandise designed to be worn, used, shared and remembered, and we stand behind the quality of what we make.

This policy explains how returns, refunds and cancellations work for purchases made from KATZ Apparel & Print.

1. Change-of-Mind Returns

For eligible standard products, you may request a return within 14 days of delivery.

To be eligible for a change-of-mind return, the product must:

Be unused and in its original condition.
Be returned with any original components or accessories supplied with it.
Not have been personalised, customised or produced specifically to your instructions.

Please contact KATZ Apparel & Print before sending a return so we can confirm the return process.

For approved change-of-mind returns, the customer is responsible for return shipping costs.

KATZ does not charge a restocking fee.

Original shipping charges are not refundable for change-of-mind returns unless required by law.

2. Personalised and Custom-Made Products

Products personalised or produced specifically for you may not be eligible for a change-of-mind return.

This can include products featuring:

Names or personalised wording.
Customer photographs.
Customer-supplied artwork or logos.
Bespoke designs or layouts.
Products manufactured specifically to a customer's instructions.

This does not affect your rights where a personalised or custom product is faulty, damaged, incorrectly produced, materially different from what was ordered, or otherwise does not meet applicable consumer guarantees.

3. Faulty, Damaged or Incorrect Products

If something isn't right with your order, please contact us.

If a product arrives damaged, is faulty, has been supplied incorrectly, does not match its description or otherwise fails to meet applicable consumer guarantees, KATZ will assess the issue and provide an appropriate remedy in accordance with New Zealand consumer law.

Depending on the circumstances, this may include a repair, replacement or refund.

Where appropriate, KATZ will also meet reasonable return or delivery costs associated with resolving a valid faulty or incorrectly supplied product claim.

Nothing in this policy limits or excludes any rights or remedies available to customers under the Consumer Guarantees Act 1993 or other applicable New Zealand consumer legislation.

4. Product Variations

Many KATZ products involve printing, sublimation and other production processes.

Minor variations in colour, print positioning, garment characteristics or finishing may occur between products, screens, materials and production runs.

A minor variation that is reasonably inherent in the production process does not necessarily mean a product is faulty. Genuine manufacturing or printing defects will be assessed separately.

5. Return Condition

For change-of-mind returns, products must be returned in a condition suitable for resale.

KATZ may decline a voluntary change-of-mind return where a product has been:

Used or worn beyond what is reasonably necessary to inspect it.
Washed.
Damaged after delivery.
Altered or modified.
Returned incomplete.
Affected by odours, stains or other signs of use.

These conditions do not override a customer's statutory rights where a product is genuinely faulty or otherwise fails to comply with applicable consumer guarantees.

6. Cancellations

Orders may be cancelled through the applicable Shopify cancellation process within 1 hour of placing the order, where the order has not already been fulfilled.

Because KATZ may begin preparing, printing or producing orders soon after they are received, cancellation requests received after this period cannot be guaranteed.

Where production has not started, KATZ may choose to approve a later cancellation at its discretion.

Where a personalised or custom-made order has already entered production, cancellation may no longer be possible.

7. Refunds

Once an approved return has been received and assessed, KATZ will process any applicable refund using the original payment method wherever reasonably possible.

Processing times may vary depending on the payment provider or financial institution.

For voluntary change-of-mind returns, the refund applies to the eligible product price and does not normally include the original shipping charge.

8. Exchanges

Where practical, KATZ may offer an exchange instead of a refund for eligible products.

Availability depends on product type, design, size, colour and current stock.

Any additional shipping costs associated with a voluntary exchange may be payable by the customer.

9. How to Request a Return or Report a Problem

Please contact KATZ Apparel & Print with:

Your order number.
The product concerned.
A brief explanation of the issue or reason for the return.
Photographs where the product is damaged, faulty or incorrectly supplied.

Please wait for return instructions before sending products back to us.

10. New Zealand Consumer Rights

KATZ Apparel & Print operates in New Zealand.

Nothing in this Returns & Cancellation Policy is intended to exclude, restrict or modify any customer rights that cannot legally be excluded under the Consumer Guarantees Act 1993, the Fair Trading Act 1986, or other applicable New Zealand law.