Refund policy

At Firefighter Whānau, each item is printed to order especially for you. Because of this, we are unable to offer returns or exchanges for change of mind, incorrect size selection, or colour choice.

Please ensure you carefully check the size guide and product details before placing your order.

If your item arrives damaged, faulty, or incorrect, we will happily arrange a replacement or refund in accordance with the New Zealand Consumer Guarantees Act (CGA).

To request a replacement or refund:

- Contact us within 7 days of receiving your order

- Provide your order number

- Include clear photos of the issue (including the garment and packaging)

Once reviewed, we will arrange either:

- A free replacement item, or

- A refund to your original payment method (if replacement is not possible)

As all products are printed on demand, we cannot offer exchanges or refunds for incorrect sizing unless the item is faulty.

We strongly recommend checking the size chart carefully before ordering.

If your parcel is:

- Lost in transit

- Delivered damaged

- Marked as delivered but not received

Please contact us within 7 days so we can investigate with the courier.

Please ensure your shipping address is correct at checkout. We are not responsible for orders sent to incorrectly entered addresses.

Nothing in this policy limits your rights under the New Zealand Consumer Guarantees Act. If a product is faulty, you are entitled to a remedy under NZ law.

For any return or refund enquiries, please complete the contact form on our website.

We aim to respond within 1–2 business days.