Refund policy

Returns & Exchanges

We’ve got a 30-day return policy for eligible items – this means you’ve got 30 days after receiving your gear to request a return.

To be eligible, your item must be:

• Unworn, unused, and in its original condition
  
  
• In its original packaging
  
  
• Accompanied by proof of purchase
  

Custom-branded or personalised items (like uniforms with logos or one-off promo gear) are non-returnable unless faulty.

To start a return, flick us an email at hello@gearpromo.co.nz and we’ll talk you through the next steps. 

Faulty or Damaged Gear

If your order arrives damaged, faulty, or isn’t what you expected – please let us know straight away. We’ll make it right. Just email us within 7 days of delivery with photos and your order number so we can assess and sort it.

What Can’t Be Returned

We can’t accept returns on:

• Customised items (this includes anything branded with a logo, name, or custom design)
• Perishables (like food or lollies)
• Personal care items

If you’re not sure about an item before ordering please request samples as items are unable to be returned or exchanged.

Exchanges

Want something different? The easiest way is to return your item (if it’s eligible), and place a new order once your return is accepted.

Refunds

If your return is approved, we’ll process the refund to your original payment method within 10 working days. Your bank may take a little extra time on their end. If it’s been more than 15 working days since your refund was approved, get in touch and we’ll follow up.