Refund & Returns Policy
Scendent Limited (NZBN 9429050458431)
Last updated: 29 July 2026
THE SHORT VERSION
Faulty, damaged, wrong item, or a bad print? Tell us within 30 days with a photo. We fix it — replacement or refund, your call. You don't pay to return it.
Changed your mind on merch? Most of our gear is printed to order, one item at a time, specifically for you. There's no warehouse to put it back into. So we can't take change-of-mind returns on print-to-order items. Please check the size guide before you order.
Booked a workshop and can't make it? Sliding scale based on notice — full refund at 14+ days.
Made a contribution? Non-refundable, but if you made a mistake, tell us within 30 days and we'll sort it.
Your Consumer Guarantees Act rights sit above all of this and we're not trying to limit them.
1. YOUR RIGHTS UNDER NEW ZEALAND LAW
If you're a consumer in New Zealand, the Consumer Guarantees Act 1993 guarantees that goods we sell you are of acceptable quality, fit for their purpose, match their description, and are free from undisclosed defects.
Those rights are not affected by anything in this policy. Where a product fails to meet a consumer guarantee:
- Minor failure — we'll repair it, replace it, or refund it
- Substantial failure — you can reject the goods and choose a full refund or a replacement, and claim for reasonably foreseeable consequential loss
These rights are not time-limited to 30 days. They last as long as is reasonable for the type of product. The 30-day windows below are our service commitments, not a cap on your legal rights.
Services — including workshops and training — must be carried out with reasonable care and skill and be fit for purpose.
If you're buying for business purposes and agree that's the case, the Consumer Guarantees Act does not apply (ss 43(2), 43(2A)).
2. MERCHANDISE
2.1 How our merch is made
Most Scendent merchandise is print-to-order. Nothing is pre-made and sitting in a box. When you order, a single item is produced for you by our fulfilment partner, then shipped. It's less waste and it means we're not tying up programme money in unsold stock — but it does mean returns work differently to a normal retailer.
2.2 Faulty, damaged, wrong, or misprinted — we cover it
You're covered if:
- The item arrives damaged
- It's defective — bad stitching, holes, fabric faults
- The print is wrong, misaligned, blurred, peeling or cracked
- You received the wrong item, size or colour from what you ordered
- The item is materially different from what was described or shown
What to do: email scendentofficial@gmail.com (subject line RETURNS) within 30 days of delivery with:
- Your order number
- A clear photo of the issue
- A photo of the product label or tag where relevant
What happens: we aim to assess within 3 working days. If it's covered, you choose a free replacement or a full refund including original shipping. Usually you won't need to send anything back — if we do need it returned, we pay the return postage.
2.3 Change of mind — print-to-order items
We can't accept change-of-mind returns or size exchanges on print-to-order merchandise. Each item is made individually for you and can't be resold.
This is permitted under New Zealand law — retailers aren't required to accept change-of-mind returns, and the Consumer Guarantees Act covers faults, not regret. It's the standard position for print-on-demand.
So before you order, please:
- Check the size guide on the product page — our sizing is unisex and can run differently to what you're used to
- Check the colour and the print placement
- Check your shipping address carefully
If you're unsure about sizing, email us before you order. We'd much rather spend five minutes helping you pick than have you stuck with something that doesn't fit.
2.4 Change of mind — stocked items
A small number of items are held in stock rather than printed to order. These are clearly marked "In stock — returnable" on the product page.
For these, you have 30 days from delivery to return for a refund or exchange, provided the item is unworn, unwashed, in original condition with tags attached, and in its original packaging.
You pay return shipping. Original shipping is not refunded. We recommend a tracked service — we can't refund what doesn't arrive.
2.5 Not returnable
- Print-to-order items, unless faulty (see 2.2)
- Gift cards
- Items damaged by misuse, accident, or failure to follow care instructions
- Items returned without contacting us first
2.6 EU and UK customers — 14-day cooling off
If you're in the EU or UK, consumer law gives you a right to cancel within 14 days of receiving your order.
Note that this right generally does not apply to goods made to your specification or clearly personalised (EU Consumer Rights Directive Art. 16(c); UK Consumer Contracts Regulations reg. 28). Most of our print-to-order merchandise falls into that category.
Where the right does apply, contact us within 14 days of delivery, return the item within 14 days of telling us, unworn and in original condition. You pay return shipping. We refund within 14 days of receiving it.
This does not affect your rights where an item is faulty — those are covered under 2.2 regardless.
3. WORKSHOPS, EVENTS AND TRAINING
3.1 If you cancel
| Notice given before the session | Refund |
|---|---|
| 14 days or more | 100% |
| 7–13 days | 50%, or 100% credit toward a future session |
| Less than 7 days | No refund, but you may transfer your seat (see 3.2) |
| No-show | No refund |
Seats are capped and late cancellations mean an empty chair someone else wanted. That's the reason for the scale — not a penalty.
3.2 Transferring your seat
Up to 48 hours before the session, you can transfer your seat to someone else at no charge. Email us their name and contact details. For sessions with prerequisites, the replacement must meet them.
3.3 If we cancel or reschedule
If we cancel, you get a full refund or a free transfer to another date — your choice.
If we reschedule and the new date doesn't work for you, you get a full refund.
We're not liable for travel, accommodation or other costs you've incurred, so please don't book non-refundable travel until we've confirmed the session is going ahead.
3.4 Exceptional circumstances
Illness, bereavement, family emergency — talk to us. We'll almost always find a way, whether that's a transfer or a credit. This policy is a framework, not a wall.
3.5 If a session didn't meet a reasonable standard
If a workshop wasn't carried out with reasonable care and skill, you have rights under the Consumer Guarantees Act. Tell us within 14 days and we'll work it out — a partial or full refund, or a place on another session.
4. CORPORATE AND ORGANISATIONAL BOOKINGS
Corporate bookings are arranged individually and the cancellation terms are set out in your booking agreement, which overrides this section. As a general position: deposits are non-refundable, and cancellation within 21 days of the session date attracts a 50% fee.
Corporate bookings are business-to-business supplies. The Consumer Guarantees Act does not apply.
5. CONTRIBUTIONS
Financial contributions to Scendent are non-refundable. Once received, funds are committed to programme delivery.
We will refund where:
- You were charged in error, or charged twice
- You entered the wrong amount and tell us within 30 days
- The payment was unauthorised
- A recurring contribution continued after you cancelled it
Email scendentofficial@gmail.com with the date, amount and reference. We aim to process within 10 working days.
Recurring contributions can be cancelled at any time with no notice and no fee. Email us or use the link in your confirmation. Cancellation stops future payments; it doesn't refund past ones.
Reminder: contributions to Scendent Limited are not tax-deductible and do not qualify for a donation tax credit. We are not a registered charity or an approved donee organisation. See our Contributions Policy.
6. HOW REFUNDS ARE PAID
- Always to the original payment method. We can't refund to a different card or account.
- We aim to process within 10 working days of approval.
- Your bank may take a further 3–10 working days to show it.
- If more than 15 working days have passed since we told you a refund was approved and you haven't seen it, email scendentofficial@gmail.com and we'll chase it.
- Refunds are issued in NZD. If you paid in another currency, exchange rate movement between purchase and refund may mean the amount you receive differs slightly. That's the bank, not us, and we can't adjust for it.
7. RETURN ADDRESS
Do not send anything back before contacting us. Unauthorised returns can't be processed or refunded, and print-to-order items go back to a fulfilment centre that isn't ours.
Once we've approved a return we'll give you the correct address and, where we're covering it, a prepaid label. The address depends on where the item was produced.
For all other correspondence:
Scendent Limited
9 Pacific Park Way, Papamoa Beach, Bay of Plenty 3118, New Zealand
8. NEED HELP?
Email scendentofficial@gmail.com (subject line RETURNS) with your order number. We aim to reply within 2 working days.
If we can't resolve it, you can take a claim to the Disputes Tribunal (disputestribunal.govt.nz) or contact the Commerce Commission (comcom.govt.nz, 0800 943 600).
Scendent Limited · NZBN 9429050458431