Return Policy

Credit Returns Policy

If you are not satisfied with the sizing of an item, it is possible to be returned. We will do our best to exchange the item, but if the requested size is not available, we may issue you an Event Merchandise Services credit, the credit amount will be less any shipping paid with the order and is valid for 12 months from the date of issue. It can be used as payment toward any purchase from the Online Store only.

The following conditions apply:

  • Tags must be attached, and the item must be unworn, clean and odour free.
  • Returns must be received within 14 days from the date of receiving the goods or the item will be returned at your cost. We will not process returns if not within this timeframe.

How to Return an Item

Please email store@eventmerchandise.co.nz for confirmation and instructions of return of goods.

On confirmation of acceptance of return goods, please package up the item(s) that you are returning.

You MUST INCLUDE a completed ‘Returns Form’ with the selected reason for return. Without this, it is very difficult to process the return.

There are three valid return reasons accepted:

A= Returning in brand-new, unworn condition for store credit with the 14-day time-frame.

B= Incorrect item send – send correct item or issue store/shipping credit if a replacement is unavailable.

C= Item received is faulty. A replacement will be offered if available, or a store credit or refund will be offered if the item is no longer available. 

PLEASE NOTE: Refunds for faulty items can take up to 5 working days to process.

For returns for CREDIT ONLY, once we receive and process your item(s), we will email you with your credit code in the form of a gift card.

Using this gift card is easy! Just hop onto our website and add the items you would like to purchase to your cart. Upon checkout, just insert your unique credit into the block in the top—right, click ‘Apply’ and proceed with your order as normal.

Warranty Returns Policy

Customers are covered for 90 days after the original purchase date if there is a defect, fault or failure due to the manufacturing process. Unfortunately, we cannot cover a fault or damage caused by wear and tear, improper use or accident.

We will adhere to the Consumer Guarantees Act 1993, which states your rights under a set of guarantees that automatically apply between Event Merchandise Services and the customer when a purchase is made.

We will also adhere to the Fair Trading Act 1986, which protects you from being misled or unfairly treated by traders or shops. The Act prohibits misleading or deceptive conduct, false representations or unfair practices. It also sets out when information about certain products must be disclosed to consumers and helps ensure products are safe.

What Will We Do?

  • If the product is under warranty, we will exchange the item and credit the cost of handling/delivery.
  • If no replacement is available, we will issue a store credit or a refund depending on the customer’s preference.

EXCHANGES:  We DON'T DO exchanges, only CREDITS (see above).  This is due to the high sell-out rate we have on products.

We do not provide refunds when an item does not fit or when you don't like an item (please see "CREDIT RETURNS POLICY").

DISCOUNT POLICY

From time to time we may make special promotional offers including but not limited to price discounts, volume discounts, shipping discounts, etc. These offers are made purely at the discretion of Event Merchandise Services and can be withdrawn at any time. The nature of these offers, the timing of these offers and the terms associated with these offers are also purely at the discretion of Event Merchandise Services. No discount will be applied retroactively. Unfortunately that sometimes means that a customer may pay more for an item if they purchase before an offer is publicised or after an offer ends. Please do not request special treatment in this case.