Refund policy

Return & Refund Policy

Last updated: 9 October 2026

Made-to-Order Garments

Each Caitlin Snell garment is made to order. Once purchased, your garment enters our production process, where it is individually cut, constructed, pressed and packaged.

Please consider your selection carefully before purchasing. We do not ordinarily accept cancellations, changes or returns for change of mind, including incorrect size selection.

This does not affect your rights under applicable consumer protection laws.

Returns & Exchanges

We do not offer returns or exchanges for change of mind, except where required by applicable law.

If your item is faulty, damaged or does not match your order, please contact us so we can assess the issue and arrange an appropriate resolution.

Depending on the circumstances and applicable consumer laws, this may include a repair, replacement or refund.

Damaged or Incorrect Items

Please inspect your order upon delivery and contact us as soon as reasonably possible if your item is defective, damaged or incorrect.

Include your order number, a description of the issue and, where possible, photographs to help us assess your request.

We will review the issue and advise you of the next steps.

Return Process

To request a return, please email hello@caitlinsnell.com with your order number and details of your request.

Where a return is required, we will provide instructions for sending the item back, including the return address and applicable shipping arrangements.

Please contact us before returning an item so we can provide the appropriate instructions.

For returns permitted under applicable law, items should be returned in accordance with the relevant legal requirements. Customers may be responsible for any diminished value resulting from handling beyond what is necessary to inspect the item, where permitted by law.

Your statutory rights relating to faulty or non-compliant goods are not conditional on retaining original packaging or tags.

Exceptions

For hygiene reasons, we do not accept voluntary change-of-mind returns or exchanges on face masks.

Sale items and gift cards are not eligible for voluntary change-of-mind refunds or exchanges.

These exclusions do not affect any rights or remedies available under applicable consumer protection laws, including statutory withdrawal rights where applicable.

International Consumer Rights

Customers outside New Zealand may have additional rights under applicable consumer protection laws.

Where European Union consumer withdrawal laws apply, customers generally have the right to withdraw from an eligible online purchase within 14 days of receiving their goods, without providing a reason.

To exercise this right, please notify us at hello@caitlinsnell.com before the withdrawal period expires.

Standard-size garments, bags and accessories may be eligible for withdrawal even when manufactured after an order is placed. Goods made to individual customer specifications or clearly personalised may be exempt where permitted by law.

For eligible withdrawals:

• Goods must be returned within 14 days of notifying us of the withdrawal.

• Customers may be responsible for direct return shipping costs where this has been properly disclosed and is permitted by law.

• We will refund the purchase price and eligible standard delivery charges in accordance with applicable law.

• Refunds will be made within the legally required timeframe. Where permitted, we may withhold reimbursement until the goods are returned or evidence of their return is provided.

Other statutory cancellation or return rights, including those applying in the United Kingdom, will be honoured where applicable.

Refunds

We will notify you once your return has been assessed and confirm whether a refund will be issued.

Approved refunds will be made to your original payment method, unless otherwise required by law or agreed with you.

Refunds will be processed within the timeframes required by applicable law. For other approved refunds, we aim to process payment within 10 business days.

Please allow additional time for your bank or payment provider to complete the transaction.

Consumer Rights

Our products are supplied in accordance with applicable consumer protection laws, including the New Zealand Consumer Guarantees Act 1993 where it applies.

If a product does not meet the guarantees required by law, you may be entitled to a repair, replacement, refund or other remedy depending on the nature of the issue.

Nothing in this policy excludes or limits rights that cannot lawfully be excluded.

Contact

For questions about returns, exchanges or refunds, please contact:

Caitlin Snell
hello@caitlinsnell.com