RETURNS POLICY

At ETC Clothing, we want you to love your purchase. Please read our Returns Policy carefully before placing your order.

Our policy differs depending on whether your item is Made-to-Order or Ready-to-Ship (In-Stock).

MADE-TO-ORDER ITEMS

The majority of ETC Clothing garments are made specifically for you once your order has been placed.

Because these items are custom produced, we are unable to accept returns for:

• Change of mind
• Incorrect size ordered
• Incorrect colour or design selected
• Deciding you no longer want the item

Please ensure you carefully check the size chart provided on each product page before purchasing.

If your made-to-order item arrives with a manufacturing fault or does not match your order, please contact us as soon as possible after discovering the issue. Where possible, we ask that issues apparent on delivery are reported within 7 days so they can be investigated promptly.

Your rights under the New Zealand Consumer Guarantees Act remain unaffected.

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READY-TO-SHIP (IN-STOCK) ITEMS

Selected products are held in stock and dispatched immediately from our warehouse.

Eligible full-priced in-stock items may be returned within 30 days of delivery for either:

• Store Credit
• A size exchange (subject to availability)

Returned items must:

• Be unworn and unused
• Have all original tags attached
• Be in original packaging
• Be free from makeup, fake tan, perfume, smoke, pet hair, stains or odours
• Be in resaleable condition

Items returned that do not meet these requirements may be declined and returned to the customer.

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SALE & PROMOTIONAL ITEMS

The following items are not eligible for return or exchange for change of mind unless otherwise required under the Consumer Guarantees Act:

• Sale items
• Clearance items
• Discounted purchases
• Promotional purchases
• Mystery items
• Gift packs
• Made-to-order products

Please choose carefully before purchasing these items.

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COLOUR & DISPLAY VARIATIONS

We make every effort to display product colours, prints and designs as accurately as possible.

However, colours may appear slightly different depending on your device, screen settings, brightness, lighting, photography and the production process.

For printed and made-to-order garments, minor variations may also occur in:

• Colour or shade
• Print placement
• Print scale
• Positioning
• Finish

These minor variations are a normal part of the manufacturing and printing process and are not considered a manufacturing fault where the item otherwise reasonably matches the product ordered.

A material difference between the product supplied and the product represented or ordered will be assessed in accordance with your rights under the Consumer Guarantees Act.

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SIZE & MEASUREMENT TOLERANCES

Our size charts are provided as a guide to help you select the most appropriate size.

Garments are measured manually and, due to manufacturing processes, fabric characteristics and different measurement methods, actual garment measurements may vary by approximately 1–3 cm from the measurements shown on our size charts.

A minor measurement variation within this tolerance is not considered a manufacturing fault.

Sizing and fit may also differ between garment styles, fabrics and suppliers. Please refer to the individual size chart provided on the relevant product page rather than assuming the same size will fit identically across all ETC Clothing products.

For made-to-order items, customers are responsible for checking the applicable size chart before placing their order.

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FAULTY ITEMS

If you believe your item has a manufacturing fault, please contact us as soon as possible after discovering the issue.

Where possible, we ask that issues that are apparent upon delivery are reported within 7 days so they can be investigated promptly.

Please email us with:

• Your order number
• A description of the issue
• Clear photographs showing the issue

Our team will assess the item and provide an appropriate remedy where applicable.

Normal wear and tear, accidental damage, misuse, damage caused after delivery, incorrect washing, improper care, or failure to follow garment care instructions are not manufacturing faults.

The existence of wear, damage or deterioration does not automatically establish that an item was faulty when supplied. Each genuine fault claim will be assessed based on the circumstances and information available.

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INCORRECT OR MISSING ITEMS

If you receive the wrong item or believe something is missing from your order, please contact us as soon as possible.

Where possible, we ask that issues apparent on delivery are reported within 7 days so we can investigate promptly.

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RETURN SHIPPING

Customers are responsible for return shipping costs for eligible change-of-mind returns and exchanges.

Where an item is confirmed to be faulty or incorrectly supplied and ETC Clothing is responsible for the return costs under applicable consumer law, ETC Clothing will cover reasonable return shipping costs.

We recommend using a tracked courier service for customer-arranged returns, as ETC Clothing cannot accept responsibility for parcels lost in transit before reaching our Returns Warehouse.

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REFUNDS

ETC Clothing does not provide refunds for change of mind.

Where a voluntary return is approved under this policy, eligible customers will receive:

• Store Credit; or
• A replacement or size exchange where available.

Where an item does not meet a guarantee under the Consumer Guarantees Act, the remedy available will depend on the circumstances and the requirements of the Act.

Nothing in this policy limits your statutory rights.

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HOW TO LODGE A RETURN

All returns must be submitted through our Online Returns Portal.

Simply:

1. Log in to your ETC Clothing account.
2. Select the item(s) you wish to return.
3. Complete the online return request.
4. Package your item in accordance with our return requirements and send it to our Returns Warehouse.

You do not need to wait for approval before sending an eligible return. All returned items are assessed once received at our warehouse and must meet the applicable conditions outlined in this Returns Policy.

Start your return here: 

https://etcclothing.co.nz/pages/online-returns