Returns & Refunds
At Culture Chaos, we want every customer to love their purchase. We understand that sometimes things may not work out, so we have created the following policy while respecting customer rights under New Zealand and Australian consumer laws.
Change of mind returns
We accept change-of-mind return requests within 7 days from the date your order is delivered.
To be eligible, the product must be:
- Unworn
- Unwashed
- Unused
- In original condition
- With original tags attached
- Returned in original packaging where possible
Items that do not meet these requirements may not be accepted.
Non-returnable items
For hygiene and product integrity reasons, certain items may not be eligible for return where applicable, including items that have been worn or washed, items without original tags, items damaged through customer use, and final sale or clearance items unless required by law.
Return shipping costs
For change-of-mind returns, customers are responsible for return shipping costs. Original shipping fees are non-refundable unless required by law. We recommend using tracked shipping, as Culture Chaos is not responsible for returns lost during transit.
Exchanges
Exchange requests are accepted where the item meets return conditions and the requested replacement size or product is available. If the replacement item is unavailable, customers may choose a refund where applicable, or store credit.
Faulty, damaged or incorrect items
If you receive a defective product, a damaged item, the wrong product, or a product significantly different from its description, please contact us within a reasonable timeframe with your order number, a description of the issue, and photos or videos showing the problem. Culture Chaos will assess the issue and provide an appropriate solution.
Consumer guarantees
Your rights under consumer protection laws are not affected by this policy. Customers in New Zealand are protected under the Consumer Guarantees Act 1993. Customers in Australia are protected under the Australian Consumer Law. Where a product has a qualifying fault, customers may be entitled to remedies including repair, replacement or refund, depending on the circumstances and requirements of applicable law.
Refund process
Approved refunds will be processed after the returned product has been received and inspected. Refunds will generally be issued to the original payment method. Processing times may vary depending on your payment provider, banking institution and card provider.
Sale items & promotions
Discounted products, promotional purchases and special offers may have specific conditions. Any exclusions will be clearly communicated at the time of purchase. Consumer rights remain unaffected.
Made-to-order products
Made-to-order products cannot be returned due to incorrect size selection, change of mind or personal preference, unless required by law or where the item is faulty.
Contact for returns
To request a return, exchange or product assessment, email culturechaosofficial@gmail.com or use our contact page. Please include your full name, order number, reason for the request and supporting photos if applicable.