Refund policy

Prettied — Return & Refund Policy

Last updated: 30/11/2025
Applies to: Purchases from Prettied made online (domestic and international orders)

1. When Returns, Exchanges or Refunds Are Accepted

1.1 Faulty, Damaged or Incorrect Items

  • If the item you receive is faulty (e.g. manufacturing defect), damaged in transit, or materially different from its online description, you are entitled to a remedy under the Consumer Guarantees Act 1993 (CGA).
  • In such cases, Prettied will offer to:
    • Replace the item with the same (or equivalent) product (subject to stock and availability), or
    • Refund the purchase price (excluding original shipping cost, if applicable).

     

1.2 Change of Mind / Unwanted Items

  • Prettied does not guarantee change-of-mind refunds or returns. As permitted under NZ consumer law, we reserve the right to decide whether or not to accept such returns. 
  • If we choose to accept change-of-mind returns, the following conditions must be met:
    • The item is returned within 14 days of delivery,
    • The item is in unused, unworn, unwashed condition, with all original tags, labels, hygiene stickers (if any), and original packaging intact,
    • The return is accompanied by valid proof of purchase / order number / invoice,
    • The item is not a “final sale” / clearance / discounted / custom-made item — unless otherwise agreed by Prettied.
  • If accepted, returns for change-of-mind will be refunded as store credit or exchange only, at Prettied’s discretion.    

2. Return Process

To request a return or refund, please email us at: admin@clelimited.com — include your order number, a clear description of the issue (or reason for return), and photos (if reporting a fault/damage).

  1. For faulty/damaged/incorrect items: you must submit your claim within 30 days of receiving the item.
  2. Once your return request is approved, we will provide you the return address.
  3. Use a trackable, insured shipping service, and retain proof of postage. Return shipping costs for faulty/damaged/incorrect items will be covered by Prettied; for change-of-mind returns, return shipping costs are the customer’s responsibility.
  4. Once we receive and inspect the returned item, we will process the refund, exchange or store credit within 5–10 business days.

3. Refunds & Exchanges — What You Get

  • For faulty/damaged/incorrect items: full refund of purchase price.
  • For accepted change-of-mind returns: store credit.
  • Shipping costs for returns in change-of-mind cases are borne by the customer.

4. Legal Rights under NZ Law — What You Cannot Override

  • Under the CGA, customers in New Zealand always have the right to a remedy (repair, replacement or refund) if Products are faulty, unsafe, not as described, or not fit for purpose. 
  • Prettied’s policy for change-of-mind returns is optional and discretionary; offering or refusing such returns does not affect customers’ statutory rights under the CGA.
  • Prettied must not mislead consumers about their legal rights. Any return‑policy statements must be clear and not contradict statutory guarantees.

5. Exceptions & Non‑Returnable Items

Prettied may — at its discretion — exclude from change-of-mind returns (unless faulty):

  • Items purchased at heavy discounts, clearance, or sale rates,
  • Custom-made or made-to-order garments,
  • Items returned without original tags/packaging or hygiene seals (if applicable),
  • Items worn, damaged, washed, altered, or showing wear/use beyond trying on.

6. Shipping & International Returns

  • For international orders (USA, UK, Canada, Australia, NZ, etc.), return shipping for change-of-mind stays the responsibility of the customer.
  • Customers return items to the designated address in China — travel or customs costs related to returning goods internationally are the customer’s responsibility.
  • Prettied is not liable for loss or damage during return shipping if the customer chooses a non‑insured or untracked courier.

7. How to Make a Return Claim

Steps:

  1. Email us within the applicable timeframe with order number + reason + photos (if relevant).
  2. Wait for a return approval and return address confirmation.
  3. Ship the item back using a reputable courier with tracking + insurance (if available).
  4. After we receive and inspect the item, await refund, exchange or store credit.

If you have any questions, contact us at:
Email: admin@clelimited.com

Phone: 022 466 9160