Refund Policy
Supacolour
Refund & Returns Policy
Effective Date: 1/03/2025
At Supacolour, we stand by the quality of our heat transfers and products. If you’re not satisfied with your purchase, we’re here to help!
1. Your Rights Under Consumer Law
Our Refund & Returns Policy complies with New Zealand’s Consumer Guarantees Act (CGA) & Fair Trading Act (FTA) and Australia’s Consumer Law (ACL).
Under these laws, you are entitled to a refund, repair, or replacement if a product:
• Is faulty or defective
• Does not match the description
• Is not fit for its intended purpose
We do not offer refunds or exchanges for:
• Change of mind purchases
• Incorrect orders where the customer has provided incorrect specifications
• Normal wear and tear or misuse
Responsibility for Transfers, Not Garments
Supacolour is responsible for the quality and performance of our heat transfers only. We are not responsible for any garments or materials onto which the transfers are applied.
👉 Please check your transfers before applying them to your garments. We recommend inspecting all transfers upon arrival to ensure they meet your expectations. It is the customer’s responsibility to ensure the correct application of transfers following our application guidelines.
2. Returns & Refunds Process
If you believe your item is faulty or does not meet your expectations, follow these steps:
1. Contact Us: Email orders@supacolour.co.nz within 2 months of receiving your order. Claims made after this period may not be accepted. Please include:
• Your order number
• Photos of the product issue
• A description of the problem
2. Assessment & Resolution:
• If the item is defective or incorrect, we will arrange a replacement, repair, or refund at no extra cost.
• If a return is necessary, we will provide return instructions and cover return shipping costs if the product is faulty.
3. Refund Processing:
• Approved refunds will be processed to your original payment method within 5-7 business days.
• Shipping costs are non-refundable, except where required by law.
3. Order Changes & Cancellations
• Orders cannot be changed or cancelled once production has started.
• If you need to update an order, please contact us as soon as possible after placing it.
4. Shipping Issues & Lost Orders
If your order is delayed or lost in transit, please contact us, and we will work with the courier to resolve the issue.
5. Contact Us
For any questions or assistance, reach out to our customer support team:
📞 New Zealand: +64 9 801 6141
📞 Australia: +61 2 7908 1001