At Dear.U, all products are custom-made; therefore, we do not accept returns or refunds for change of mind. However, exchanges or refunds are available in the following cases:
If a completely different product from the one ordered is delivered:
Example: Receiving a product with a design different from what was ordered. Please note that minor color variations due to printing or material differences are not considered defects.
Please note that minor size variations (±Xmm) due to the handmade nature of our products are not considered defects.
If the product is damaged during production or delivery:
This includes damage during shipping or significant printing errors.
Other issues arising from Dear.U's fault.
If an issue arises, please contact us within 7 days of receiving the product at hello@dear-u.co.nz with the following information:
Order number
Photos showing the condition of the product (before unsealing)
Reason for requesting a refund or exchange
📌 Important: For Lettering Products
Due to the nature of these products, unsealing the transparent packaging may lead to deformation during use. Therefore, returns and refunds are only possible if damage is identified before unsealing.
To confirm the product's condition before unsealing, photos of the product in its original sealed transparent packaging are required.
All lettering products are shipped with a tamper-evident sealing sticker. Products with a broken or removed sealing sticker are not eligible for exchange or refund.
Upon receiving your request, we will review it and respond within 3 business days.
If the issue is confirmed, we will proceed with a product exchange or refund.
Once a refund is approved, it will be processed to your original payment method within 5-7 business days.
Custom-made products (including items with names, photos, logos, etc.)
Lettering products where the transparent packaging has been unsealed
Lettering products with a tampered or removed sealing sticker
Products showing signs of use
Damage resulting from customer mishandling
Minor size variations (±Xmm) inherent to handmade products
This Return and Refund Policy complies with the Consumer Guarantees Act 1993 (CGA) and the Fair Trading Act 1986 (FTA) of New Zealand. Dear.U ensures that customers can exercise their rights under New Zealand consumer law.
Consumer Guarantees Act (CGA): Products must be of acceptable quality, match their description, and be fit for their intended purpose. If a product has a manufacturing defect, customers are entitled to a repair, replacement, or refund.
Fair Trading Act (FTA): We prohibit false advertising or misleading conduct, ensuring that all product information is accurate and transparent.
Customers’ rights under these laws may exceed the conditions specified in Dear.U’s Return and Refund Policy. For more information on consumer protection laws in New Zealand, please visit the New Zealand Commerce Commission.
