Returns & Refund Policy
Due to the customized nature of our products, returns are generally not accepted. However, a return or refund may be considered at the discretion of our team under the following conditions:
- The item is returned within 30 calendar days from the receipt date.
- The item is unused and in its original condition.
- The item is undecorated. Customised items can not be returned.
- Proof of purchase is provided.
- Upon receiving and inspecting the item, we will notify you of the status of your refund.
- If approved, a refund will be initiated to your original method of payment. Credit card refunds may take 5 to 10 business days to appear on your statement.
- Items damaged or returned after 30 days are not eligible for a refund.
- Return shipping costs are your responsibility and are non-refundable.
If an order is confirmed and artwork has begun or merchandise has been ordered but not printed, cancellation may result in an art charge or restocking fee.
To return a High Street Stitch & Print product: You must request an RMA (Return Merchandise Authorization) number before making a return. To obtain an RMA number simply email us at info@hssp.co.nz and request an RMA number. Please be sure to let us know in your email the date of your purchase, what you would like to return and why you want to return it. The RMA number, once received, must be written in a obvious place on the outside of the return parcel.
What cannot be returned: No returns will be accepted after 30 days of receipt of purchase.
- Items that have been decorated can not be returned unless due to manufacturer error or fault (this exclude garments/items provided to HSSP by customers).
- Items that are not in their original packaging cannot be returned.
- Items with noticeable wear cannot be returned.
- Items must be in like new condition to be eligible for return.
Shipping charges for products returned: All shipping charges for returning products to us must be paid by the returnee. We do not reimburse shipping charges.
To return your items:
- Contact info@hssp.co.nz to obtain an RMA (Return Merchandise Authorization) number. Please indicate if you want a replacement or a refund.
- Write the RMA number in a obvious place on the outside of the return parcel.
Send the package to:
High Street Stitch & Print - Returns
162 Talbot Street
Geraldine
Canterbury 7930
New Zealand
Customer Supplied Goods Policy
The customer’s garments (or other articles) are accepted on the strict understanding that High Street Stitch & Print (HSSP), will not accept any liability whatsoever for any misprints, stains, and damage to the customer supplied garments. HSSP's printing process and other decorating techniques, such as screen printing and embroidery, involve high heat and other treatments that may impact the quality of the decoration and the item to be decorated. In addition, there is some risk that printer and human errors will occur. All garments are left entirely at the customer’s own risk.
If a problem arises with your supplied item, we will not replace it or reimburse its value. The damaged item will be returned to you with an apology. For this reason, we prefer to work with garments from our suppliers, as they are proven to meet our standards and can be easily replaced if a production error occurs.
For orders involving multiple units of the same fabric or brand, we strongly recommend printing a sample unit first and test washing it before proceeding with the rest of the order. We do not replace or reimburse for customer-supplied garments that fade after washing.
When submitting your own garments for decoration, you must sign this waiver accepting these terms before we proceed.
Samples Policy
We understand the significance of the sample process in ensuring your complete satisfaction with the product before we proceed with garment decoration, especially considering that once branded, garments become non-returnable. As many of our garments are sourced from third-party suppliers, we follow a specific procedure for sampling.
The Small Print
Here are some key points to note regarding our sampling and returns policy:
- All returns, including samples, must be shipped back within 14 days of the invoice date.
- Goods returned for credit must bear the relevant Return Authorization Number (RAN) visibly displayed on the package's exterior. You can obtain the RAN and freight labels from info@hssp.co.nz. Any goods returned without a Returns Authorization Number will be sent back to the customer, and a credit will not proceed.
- Please handle the samples with care upon opening. It's essential that the goods are returned in their original packaging and in resalable, folded condition. This includes ensuring loose pockets with polo shirts and cardboard packaging accessories with business shirts are intact. Failure to return garments in their original packaging may result in a repackaging fee being charged.
- Please ensure that returned goods are correct in all aspects, including colour, style, size, and quantity. All returns must be in a saleable condition.
- Once goods have been returned, the customer's trade account or credit card will be duly credited.
Invoice Info
- Samples are charged out at full price including the cost of decoration and any quantity price breaks you have discussed with our customer services team (but don’t worry we won’t decorate these until we know you’re happy with them!)
- If you have a trade account with HSSP, you will be invoiced for the samples, and once the samples are returned to the supplier in their original condition, we arrange credit on the account less shipping.
- For cash customers, samples must be paid for in advance of collection and again credited back (less shipping if any) upon return of goods.
By accepting the goods, you agree to abide by the above terms and conditions and acknowledge liability for any costs incurred due to non-compliance.
If you have any questions about our samples process, please let us know.
