Refund policy

Returns & Refunds

We stand behind the products we make and want you to be happy with your purchase.

Faulty, damaged or incorrect items
If your order arrives damaged, faulty, or you receive the wrong item, please contact us at nick@builttosuit.co.nz as soon as reasonably possible with your order number and, where helpful, photos of the issue. We’ll work with you to put it right.

Our products are covered by your rights under the New Zealand Consumer Guarantees Act 1993 and other applicable consumer laws. Nothing in this policy limits or excludes any rights or remedies you have under those laws.

Change-of-mind returns
For standard, non-custom products, please contact us within 14 days of receiving your order if you would like to request a change-of-mind return.

To be eligible, the item must be unused, in its original condition and suitable for resale. Change-of-mind returns must be approved before being sent back. Return shipping costs are the customer's responsibility, and original shipping charges are not refundable unless required by law.

Custom and made-to-order products
Products made, modified, personalised or designed specifically for you generally cannot be returned for change of mind. This does not affect your rights if the product is faulty, damaged, not as agreed, or otherwise fails to meet guarantees required by applicable consumer law.

Refunds
Once an approved return has been received and inspected, we’ll let you know the outcome. Where a refund is approved, it will be issued to the original payment method. Processing times may vary depending on your bank or payment provider.

Contact
To request a return or discuss an issue with an order, contact:

Built to Suit Limited
nick@builttosuit.co.nz