DUNEDIN CLOTHING

Refresh Your Wardrobe

Refund and Returns Policy

‌Effective Date: 12 October 2026‌

1. Introduction

CLOTHING JOURNEY DUNEDIN LIMITED, the operator of www.dunedinclothing.com, is dedicated to delivering high-quality, thoughtfully crafted minimalist fashion and lifestyle goods to every customer. As highlighted on our official site, every single product available on our platform is backed by a 12-month quality cover promise, designed to bring you long-lasting pieces that stay part of your wardrobe across seasons. This Refund and Returns Policy sets out the full, transparent terms that govern all return and refund requests submitted via our website, and explicitly clarifies our core non-negotiable rule: ‌we do not process any “refund only” requests under any permitted circumstance outlined in this policy‌. All eligible partial or full refunds will only be issued after you have returned the relevant physical product to our designated warehouse, and our team has completed full inspection and confirmed the returned item meets our return eligibility criteria.

All terms in this policy are formulated in full compliance with New Zealand’s Consumer Guarantees Act 1993, Fair Trading Act 1986, and other applicable local commercial regulations, to balance our commitment to customer rights and the operational fairness for our small New Zealand-based brand. Our core contact details for all returns-related inquiries are as follows:

  • Entity Name: CLOTHING JOURNEY DUNEDIN LIMITED
  • Physical/Postal Address for Return Deliveries: 24 Mackelvie Street, Grey Lynn, Auckland 1021, New Zealand
  • Contact Email: [email protected]
  • Contact Phone: +64 9 361 0020

2. Core Ground Rule: No “Refund Only” Requests Accepted

To maintain fair, consistent service for all 74k+ happy customers we serve across New Zealand and global markets, we strictly enforce that no full or partial refund will be issued before the purchased physical item is received and inspected by our in-house quality team. This rule applies to all scenarios, including but not limited to customer claims of item damage, size mismatch, product not matching the listed description, or change of mind after order delivery. We will never process a 100% full refund without the actual product being returned to our facility, and no monetary compensation will be offered for customers who choose to keep the purchased product while requesting a refund. This policy protects our ability to continue supplying timeless, quality-focused minimalist pieces at accessible prices, without unfair operational losses that would impact our 97.4% customer satisfaction standard upheld over 5+ years of product experience.

3. Return Eligibility Criteria

You may submit a valid return request within 30 calendar days from the date you receive your order, only if your returned item meets all of the following criteria:

  • The product is in unused, unwashed, resalable original condition, with all original tags, packaging and attached labels fully intact
  • No signs of deliberate damage, improper use, accidental stain, or modification made by you after delivery can be found on the item
  • You provide the original order number, order confirmation email, and valid proof of delivery receipt when submitting your return request
  • The product is not excluded from our return scope listed below.

Items that are not eligible for return include personalized custom-made products, final clearance sale items marked “non-returnable” on the product page, intimate apparel for hygiene purposes, and digital gift cards that have already been redeemed.

4. Return Process Step-by-Step

To start a standard return process, please follow these clear steps strictly:

  1. Submit a return application via email to [email protected] within the 30-day eligibility window, including your full name, order number, photos showing the condition of the item, and a brief description of your return reason
  2. Our customer support team will review your application and respond with a formal authorized return confirmation and designated return shipping address within 3 working days. Unathorized returns sent to our office without pre-approval will not be processed or signed for
  3. Pack the item securely in its original packaging, attach the pre-provided return shipping label to the outside of the parcel, and deliver it via a traceable courier service to our designated return warehouse. You will be responsible for covering the return shipping fees unless the return is caused by our explicit operational error, such as us shipping the wrong product or sending an item with confirmed manufacturing defects that fail to meet our 12-month quality cover standard
  4. Once our warehouse team receives your returned parcel, our quality inspection team will evaluate the condition of the item within 5 working days. You will receive an official notification via email about the inspection result, and the subsequent processing of your eligible exchange or refund arrangement.

5. Refund Processing Rules

After your returned item passes our full eligibility inspection, we will only issue a full or partial refund following these terms, with no exceptions for non-return scenarios:

  • If you choose to get a refund instead of an exchange for an eligible return, the refund will be sent back to your original payment method used to place the order. The processing time for different payment providers ranges from 3 to 10 working days, depending on the financial institution you use
  • For returns caused by our confirmed manufacturing defect, wrong item delivery, or product that seriously does not match the public listing description, we will cover the full return shipping cost and issue a 100% full refund after inspection
  • For change-of-mind returns or size mismatch returns, we will deduct the original outgoing shipping fee we paid to send the order to you, plus the handling fee for the return inspection process, before processing the remaining eligible refund to your account
  • No cash refunds are available. All refunds will be processed digitally to your original payment account, and we will never issue any form of refund without first taking back the physical product you purchased.

6. Exceptions and Special Arrangements

For confirmed manufacturing defects found on products within the 12-month quality cover we promise for all items on www.dunedinclothing.com, you are still required to return the defective item to our facility before we process the replacement or eligible refund, per our no-refund-only policy. If you receive a parcel with obvious exterior shipping damage that may impact the product inside, you must take photos of the unbroken outer packaging before signing for delivery, and contact our team within 48 hours of receipt to arrange the subsequent return process.

If you have any questions about this Refund and Returns Policy, feel free to reach out to our customer support team anytime via [email protected] or +64 9 361 0020, and we will respond to your inquiry within 2 working days.