Refund policy

Silent Wear – Refunds & Returns Policy

Last updated: [03/02/2026]

At Silent Wear, we want you to love your order. If something isn’t right, we’re here to help.

This policy explains when you can return an item, request a refund, or arrange an exchange.

1. Returns & Exchanges (Change of Mind)

We understand that sometimes you may change your mind or choose the wrong size.

We accept change of mind returns if:

  • You contact us within 14 days of delivery

  • The item is unworn, unwashed, and unused

  • The item is in original condition

  • All tags are still attached (if applicable)

  • The item is returned in the original packaging where possible

Change of mind returns are not accepted for:

  • Sale/clearance items (unless faulty)

  • Gift cards

  • Items that have been worn, washed, damaged, or altered

 If your return is approved, you can choose:

  • Store credit, or

  • An exchange (if stock is available)

Return shipping for change of mind is the customer’s responsibility.

2. Faulty / Damaged Items

If your item arrives faulty, damaged, or not as described, you are covered under the Consumer Guarantees Act 1993 (CGA) in New Zealand.

Examples of faults include:

  • printing defects

  • stitching/seam issues

  • holes or tears on arrival

  • wrong item sent

  • manufacturing defects

If your item is faulty:

  • Contact us within 7 days of receiving the item

  • Include your order number and clear photos of the fault

 Once confirmed, we will offer one of the following at no cost to you:

  • a replacement

  • a repair

  • or a full refund (depending on the issue)

If the fault is major, you are entitled to choose a refund or replacement.

3. Refunds

Refunds are only issued when:

  • The product is confirmed as faulty, or

  • A return has been approved and meets the policy requirements, or

  • The product is not able to be replaced/exchanged due to stock availability (in certain cases)

Refund Method

Approved refunds will be processed to the original payment method used during checkout.

Refunds may take 3–10 business days to appear in your account depending on your bank/provider.

4. How to Request a Return

To request a return, please email:

 [silentwear.nz@gmail.com]

Include:

  • Your full name

  • Order number

  • Reason for return

  • Photos (if faulty/damaged)

We will respond within 1–3 business days.

5. Return Address

Once your return is approved, we will provide the return address and instructions.
Please do not send items back before approval.

6. International Orders

For international orders, the same return rules apply, however:

  • Customers are responsible for return shipping costs (unless the item is faulty)

  • We are not responsible for import duties/taxes

7. Lost / Missing Packages

If your parcel appears lost or has not arrived, please contact us as soon as possible.

We will work with the courier to investigate and resolve the issue.

8. Contact Us

If you have any questions about our refund policy please fill out and submit a enquiry below.

Silent Wear, New Zealand