Refund & Returns Policy
Tokubrand Refund & Returns Policy
Effective Date: 19 September 2026
Last Updated: 19 September 2026
At Tokubrand, we take pride in providing quality custom teamwear, sportswear and apparel for teams, clubs, schools, academies, businesses and organisations.
As many Tokubrand products are custom-made specifically for each customer, our refund and returns policy differs from standard retail clothing.
This policy should be read together with the Tokubrand Terms & Conditions, Shipping Policy, and any applicable quotation, invoice or Teamwear Acceptance Form.
Nothing in this policy is intended to exclude or limit any rights that cannot legally be excluded under New Zealand law.
1. Custom-Made Teamwear
Most Tokubrand teamwear is custom-made to order and may include:
Custom colours
Team or club logos
School or academy branding
Sponsor logos
Player names
Player numbers
Custom designs
Specific quantities
Team-specific sizing
Because these products are made specifically for the customer, they generally cannot be resold.
Once production has commenced, custom orders generally cannot be cancelled, returned or refunded due to a change of mind or change in customer requirements.
This does not affect any rights or remedies available under the Consumer Guarantees Act 1993 or other applicable New Zealand law.
2. Order Confirmation
Before production begins, customers are responsible for confirming that all order details are correct.
This includes:
Product selection
Colours
Design
Logos
Sponsor details
Names
Numbers
Sizes
Quantities
Delivery information
Tokubrand may require the customer to approve final artwork before production begins.
Once final artwork and order details have been approved and production has commenced, changes may not be possible.
3. Artwork Approval
Tokubrand will generally provide a final artwork, mock-up or design confirmation before production.
Customers must carefully check the approved artwork.
Customer approval confirms the design and information supplied for production, including names, numbers, colours, logos and placement.
Tokubrand will manufacture the order according to the approved specifications.
If Tokubrand produces an item differently from the approved artwork or agreed specifications, please contact us so we can investigate the issue.
4. Changes After Approval
Changes requested after final approval may not be possible once production has commenced.
If a change can be accommodated, additional production, alteration or shipping costs may apply where the change is requested by the customer.
Tokubrand is not responsible for customer-approved errors that are subsequently discovered after production has commenced.
5. Change-of-Mind Returns
Tokubrand generally does not accept returns or provide refunds for custom-made products
where the customer:
Changes their mind
No longer requires the products
Changes the design after approval
Changes teams or players
Orders incorrect quantities
Selects incorrect sizes
Provides incorrect names or numbers
Decides the garment does not fit as expected
No longer requires the uniforms after production has commenced
Nothing in this section limits rights that cannot legally be excluded under New Zealand law.
6. Sizing
Customers are responsible for confirming the required sizes before production.
Tokubrand recommends carefully reviewing the applicable sizing chart before confirming an order.
For larger team orders, customers may wish to request or purchase sample garments where available.
If Tokubrand supplies the correct size that was ordered but the garment does not fit as the customer expected, the item will generally not qualify for a refund or replacement solely because the customer selected the wrong size.
If Tokubrand supplies a different size from the size ordered, please contact us so we can investigate.
7. Names & Numbers
Customers are responsible for checking all player names and numbers before final approval.
If a customer approves an incorrect spelling, name or number and Tokubrand manufactures the product according to that approval, the product will generally not qualify
for a refund or replacement because of that customer-approved error.
If Tokubrand makes an error that differs from the approved order information, we will investigate and provide an appropriate remedy where required.
8. Faulty, Defective or Incorrect Products
If you receive a product that is:
Faulty
Defective
Damaged
Incorrectly manufactured
Incorrectly supplied
Significantly different from the approved design
Missing agreed customisation
Otherwise not compliant with applicable legal guarantees
please contact Tokubrand.
Please provide:
Order number
Team or organisation name
Description of the issue
Photographs of the affected product
Photographs of the packaging where relevant
Tokubrand may request that the affected product be returned for inspection.
Where the product does not meet applicable guarantees under New Zealand law,
Tokubrand will provide the remedy required by law.
9. Damaged Goods During Delivery
If your order arrives damaged, please photograph:
1. The outer packaging.
2. Any visible damage to the packaging.
3. The affected products.
4. Shipping labels or other relevant information.
Please keep the original packaging until the matter has been resolved.
Tokubrand will investigate the matter and, where appropriate, work with the relevant shipping provider.
Please also refer to the Tokubrand Shipping Policy.
10. Missing Items
If your order appears to be missing products, please contact Tokubrand.
We will compare your order with the approved quantities, production records and dispatch information.
If Tokubrand has incorrectly omitted an item, we will work with you to arrange an appropriate resolution.
11. Returns Process
Please do not send products back to Tokubrand without contacting us first.
To request a return or report a product issue, email:
Please include:
Order number
Team or organisation name
Description of the issue
Photographs where applicable
If a return is required, Tokubrand will provide return instructions.
12. Return Shipping Costs
Where a return is required because Tokubrand supplied an incorrect or defective product, Tokubrand will assess the circumstances and meet any return costs required by applicable law.
Where a return is requested for a reason not covered by this policy or applicable law, the customer may be responsible for return shipping costs.
13. Refunds
Where a refund is approved, Tokubrand will generally refund the original payment method where reasonably possible.
Processing times may depend on the customer’s bank or payment provider.
Refunds and other remedies will be provided in accordance with applicable New Zealand law.
14. Deposits & Payments
Tokubrand may require a deposit or payment before production begins.
Once production has commenced, a deposit or payment will generally not be refundable where the customer cancels the order for reasons unrelated to a fault, failure or other matter for which Tokubrand is legally responsible.
Specific payment and deposit conditions may also be stated in the customer’s:
Quotation
Invoice
Order confirmation
Teamwear Acceptance Form
Written agreement
Those terms form part of the customer’s order.
15. Cancellation Before Production
If a customer requests cancellation before production has commenced, Tokubrand will assess the request.
Any refund will take into consideration:
Whether production has commenced
Whether materials have been purchased or allocated
Artwork or design work already completed
Other costs already incurred
The customer’s quotation and order terms
Applicable New Zealand law
Tokubrand will communicate the outcome to the customer.
16. Production & Delivery Timeframes
Custom teamwear follows the general process:
Order Confirmation → Payment/Deposit → Artwork Approval → Size & Quantity
Confirmation → Production → Quality Checking → Packing → Dispatch → Delivery
Standard production is generally estimated at 4–6 weeks from final artwork approval and payment confirmation.
Shipping and delivery time is additional to production time.
Delivery timeframes are estimates unless a specific delivery date has been expressly agreed in writing.
Please refer to the Tokubrand Shipping Policy for further information.
17. Business, Club & Organisation Orders
Tokubrand supplies custom teamwear to businesses, sports clubs, schools, academies and other organisations.
For qualifying business-to-business transactions, Tokubrand and the customer may agree in writing to specific contractual terms where permitted by New Zealand law.
18. Consumer Guarantees
Nothing in this policy is intended to exclude, restrict or limit rights or remedies that cannot legally be excluded under New Zealand law.
Where the Consumer Guarantees Act 1993 applies, Tokubrand will comply with its obligations.
19. Contact Tokubrand
For refunds, returns or product concerns:
Tokubrand
New Zealand
Email: team@tokubrand.co.nz
Website: tokubrand.co.nz
Please include your order number, team or organisation name and relevant details when contacting us.
Tokubrand Commitment
We aim to provide quality custom teamwear and a professional customer experience. If there is a problem with your order, please contact us and give us the opportunity to investigate and resolve the matter fairly and in accordance with your order, our policies and applicable New Zealand law.