Returns & Exchange
If you need to return items to Identity Solutions Ltd. Please note the following and ensure you follow the instructions below:
Custom made items are non- returnable and non-refundable. However, if you feel there is a defect, it must be advised to us within 21 days after delivery. Identity Solutions are only liable to replace, if the goods are faulty.
So please ensure that when the sample is sent to you it is exactly what you after, as once the sample is approved, the sale is deemed correct. If you simply change your mind, we don’t have to provide a refund.
All requests for item returns and refunds must be made to Identity Solutions in writing within 21 days of original order to firstname.lastname@example.org or call 0800 285 223.
Returned items must be received in the original condition and must not have been used, damaged, washed or dry cleaned or altered. Returned items must be in the original undamaged packaging. All items/garments must be returned at the expense of the purchaser. Remember there is no refund offered on Customised Branded or Sale items.
At the discretion of Identity Solutions, refunds for postage will be issued if goods are faulty or not as described. If the customer deems goods faulty, Identity Solutions will assess the goods and issue a refund accordingly. Items that are damaged as a result of general wear and tear are not considered faulty and no refund will be issued.
- Customers must retain their receipt/invoice number for proof of purchase.
- No refunds will be given if tags/labels have been removed from products and appear to be used, washed, spoilt or damaged.
- Refunds will be issued by the original payment method.
- Refunds to a credit card may take up to 21 days depending of your financial institution, and will only be made when funds have been fully cleared by the bank.
Returned items must be received in the original condition and must not have been used, or altered. Returned items must still be in the original undamaged packaging.
At the discretion of Identity Solutions, refunds for postage will be issued if goods are faulty or not as described. If the customer deems goods faulty, Identity Solutions will assess the goods and issue a refund accordingly.
Exchangeable, returnable or refundable goods must be approved for return with a Returns Authority (RA) number. All deliveries come with a returns form, please fill this out and return with the items to:
IDENTITY SOLUTIONS LTD
10 Gordon Road, St Lukes,
Auckland, New Zealand 1025
If you want to return an shipment please fill out the return form.
For all other online customer supportplease email us at email@example.com or call between 9am and 5pm on Monday to Friday 0800 285 223.