Refund policy

BagTags.nz — Returns & Refund Policy (Custom-Made Products)

Last updated: 8/12/2025

At BagTags.nz, every product is custom-made to order, personalised specifically for each customer. Because of this, we are unable to accept returns or provide refunds for change-of-mind situations. However, you are fully protected under the Consumer Guarantees Act 1993 (CGA) if something goes wrong on our end.

1. Custom-Made Products — No Change-of-Mind Returns

All items purchased from BagTags.nz are individually customised, made specifically to the details you provide (text, images, colour choices, spelling, etc.).

Because these items cannot be resold, we cannot offer refunds, exchanges, or cancellations if:

  • you change your mind

  • you decide you no longer want the item

  • you made an error during customisation (e.g., incorrect spelling, colour, image choice)

  • you provided incorrect information for the order

This is allowed under NZ law for personalised goods, as long as your CGA rights remain intact.

2. When You Are Entitled to a Refund, Replacement, or Fix

Under the Consumer Guarantees Act, you are entitled to a remedy if:

  • we made an error in producing your custom item (e.g., incorrect engraving/printing, wrong colour, wrong style)

  • the item is faulty or damaged

  • the product does not match the description or preview you approved

  • the item arrives damaged in transit

In these cases, BagTags.nz will provide, at no cost to you:

  • a free replacement, or

  • a repair, or

  • a refund (if the issue is substantial or cannot be fixed)

We will cover return shipping if the issue is on our end.

3. What Is Considered a Customer Error (Not Eligible for Refunds)

The following are not covered under returns or refunds:

  • incorrect spelling, initials, text, or details entered during customisation

  • low-quality or unsuitable images uploaded by the customer

  • choosing the wrong product, colour, or style

  • minor variations in colour tone due to screen/monitor differences

  • damage caused after delivery (wear and tear, misuse, accidents)

We encourage all customers to double-check their design and details before placing their order.

4. Reporting an Issue

If there is a problem with your order:

  1. Contact us at support@bagtags.nz within a reasonable time.

  2. Provide your order number and clear photos/videos of the issue.

  3. We will assess the product under the CGA and offer the appropriate remedy (repair, replacement, or refund).

We may request you return the item for inspection — postage is covered if the fault is ours.

5. Delivery Issues

If your order is:

  • damaged on arrival

  • lost in transit

  • not delivered within a reasonable timeframe

Please contact us immediately so we can investigate and arrange a replacement.

6. Your Rights Under the Consumer Guarantees Act

Nothing in this policy is intended to remove or limit your rights under the Consumer Guarantees Act 1993.
If a product we supply is faulty or does not meet the guarantees, you are legally entitled to a fair remedy.