Exchanges & Returns Policy

At Pure Chaos Crafts, we take pride in crafting every item to order and want you to be completely satisfied with your purchase. If something isn't quite right, we are here to help make it right under the guidelines below.

1. General Returns & Size Exchanges

  • Timeframe: Please contact us within 7 days of receiving your order if the fit isn't right or you are unhappy with the quality.

  • Exchanges: We are happy to exchange items for a different size if you need a better fit.

  • Condition: Items must be returned unworn, unwashed, and in their original condition.

  • Remedy: We offer size exchanges or store credit. We prioritize replacing or fixing items over issuing store credit.

2. Faulty or Damaged Items

  • Timeframe: If you believe your item is defective, faulty, or damaged, please get in touch within 14 days of delivery.

  • Remedy: In accordance with New Zealand Consumer Law, if an item is confirmed faulty, we will repair or replace the item first. If a repair or replacement cannot be provided, any refund issued will be provided as store credit.

3. Custom & Made-to-Order Items

  • File Quality: Customers are responsible for providing high-resolution logo and design files for custom orders. While we trust our print supplier, print quality can sometimes be impacted by low-resolution source files provided to us, and results due to poor file quality are not the fault of Pure Chaos Crafts.

  • Audits & Remedies: Custom pieces will be thoroughly audited upon return. We will make every effort to repair or alter custom items to meet your needs, or provide a direct replacement where applicable.

  • Refund Limitations: Custom items are not eligible for full refunds. If a fix or replacement isn't suitable, we may offer a partial refund in store credit at our discretion where appropriate.

4. Shipping Costs for Returns

  • Returning Items: Customers are responsible for the postage costs when sending items back to us.

  • Replacement Shipping: We will ship your exchanged, repaired, or replaced item back to you free of charge.

How to Request a Return or Exchange

  1. Fill out the contact form below with your Order Number and details regarding the issue.

  2. Our team will review your request and reply with instructions on how to package and return your item.

  3. Once we receive and inspect/audit your item, we will process your size exchange, repair, replacement, or store credit promptly.