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Return Policy
Returns & Refunds Policy
1. Overview
At Blackline Group Limited, we take pride in the quality of our products. If there is an issue with your order, we are committed to resolving it fairly and in accordance with the New Zealand Consumer Guarantees Act 1993.
Please read this policy carefully before requesting a return or refund.
2. Eligibility for Returns
We accept returns or provide remedies where products are:
- Faulty or defective
- Damaged during transit
- Incorrect compared to your original order
Where a product is confirmed to meet the above conditions, we will offer a repair, replacement, or refund depending on the situation.
3. Custom and Made-to-Order Products
Many of our items are made-to-order or custom 3D printed products.
Because of this, we generally do not accept returns or refunds for:
- Change of mind
- Incorrect selection by the customer
- Custom designs approved by the customer prior to production
However, if a custom product is faulty, damaged, or not made according to the approved specifications, we will provide a suitable remedy.
4. Return Process
If you believe your item is eligible for a return, please contact us as soon as possible at:
- Your order number
- A description of the issue
- Photos of the product (if applicable)
We may request that the item be returned for inspection before a decision is made.
5. Return Shipping
If a return is approved due to a fault, damage, or error on our part, we will cover reasonable return shipping costs or arrange collection where applicable.
If a return is not approved, the customer may be responsible for return shipping costs if the item is sent back for inspection.
6. Refunds
Where a refund is approved:
- Refunds will be processed to the original payment method
- Processing times may vary depending on your bank or payment provider
- Shipping costs may not be refundable unless required under the Consumer Guarantees Act
7. Replacement Items
Where appropriate, we may offer a replacement item instead of a refund. Replacement items will be produced and shipped as soon as reasonably possible.
8. Contact Us
If you have any questions about returns or refunds, please contact us:
Blackline Group Limited
Email: sales@blacklinegroup.co.nz
Website: https://blacklinegroup.co.nz
Display prices in:NZD