Returns, Refunds, Sizing & Garment Care Policy
At Hometown Hero each of our handmade fashion pieces is individually crafted in New Zealand. To ensure complete transparency and protect both your purchase and our small batch runs, our policy outlines your rights under New Zealand consumer law, our sizing guidelines, and maintenance requirements.
1. Sizing & Garment Measurements
Because our collections are handmade and limited-edition, every individual garment is measured by hand prior to listing.
Detailed Listing Metrics: Exact flat-lay measurements (e.g., chest, waist, hip, and length in centimeters) are provided in the description of every item.
Buyer Responsibility: Please review the listed measurements against a garment you already own before purchasing. Slight variance is inherent to handmade items, but major sizing discrepancies will be noted.
Exchanges for Sizing: If a garment does not fit as expected despite matching the published measurements, it falls under our Change of Mind & Exchanges terms outlined in Section 3.
2. Country of Origin & Care Labelling
In accordance with New Zealand Consumer Information Standards, every garment we sell includes permanent, English-language physical labels:
Country of Origin: Permanently labelled "Made in New Zealand".
Garment Care Instructions: Permanently attached with clear washing, drying, and ironing requirements.
3. Garment Care & Maintenance Requirements
Following Instructions: Proper care is essential to preserve the structure and longevity of handmade garments. Please read and follow the attached physical care label carefully prior to cleaning.
Exclusion for Misuse: Under the NZ Consumer Guarantees Act (CGA), our warranty and return remedies do not cover damage resulting from improper care, failure to follow attached care instructions, normal wear and tear, or accidental damage (such as fabric shrinkage from tumble drying or hot washing, bleaching, or machine washing when cold hand wash was specified).
Right to Inspect: We reserve the right to inspect returned garments to verify whether an issue stems from a manufacturing fault or care instruction deviation.
4. Faulty Items & Statutory Guarantees
We strictly adhere to the New Zealand Consumer Guarantees Act (CGA) and Fair Trading Act (FTA).
Manufacturing Defects: If a garment has a genuine material or construction fault that does not match its description, we will fulfill our statutory obligations promptly.
Minor Faults: For minor issues (e.g., a loose thread or faulty zip), we reserve the right to repair, replace, or issue a refund within a reasonable timeframe.
Major Faults: If an item suffers a major defect that cannot be easily repaired, you may choose between a full cash refund, an exact replacement (subject to fabric availability), or store credit.
5. Change of Mind & Exchanges
Because our pieces are unique and limited-edition, we do not offer cash refunds for change-of-mind purchases, fit preference, or incorrect size selection where measurements matched the listing.
Store Credit & Exchanges: We offer exchanges or store credit within 14 days of delivery for eligible items.
Eligibility Conditions: To qualify for an exchange or store credit, the garment must be returned unworn, unwashed, in its original condition, and with all original tags and care labels intact.
Return Shipping: Customers are responsible for return shipping costs on change-of-mind exchanges unless the return is due to a verified defect or fulfilment error on our part.
Contact Us
If you believe your garment has a fault or you need assistance with an exchange, please reach out with your order number and photo details:
