Refund policy

RETURN & REFUND POLICY

Last updated: 16 February, 2026
Business Name: Grape & Fork
Contact Email: grapeandfork@gmail.com

1. General Information

All physical products sold by Grape & Fork are made to order through a third-party print-on-demand production partner. Items are produced specifically for each customer once an order is placed. We do not maintain inventory of pre-manufactured goods.

Because products are custom made, our return policy differs from traditional retail stores.

2. Change of Mind / Size Issues

We do not accept returns, exchanges, or refunds for:

  • Change of mind

  • Incorrect size selection

  • Colour preference changes

  • Ordering the wrong item

Customers are responsible for reviewing product descriptions and sizing charts carefully before placing an order.

3. EU & UK Customers – Right of Withdrawal

If you are located in the European Union or the United Kingdom, you generally have the right to withdraw from a distance purchase within fourteen (14) days of delivery.

However, pursuant to:

  • Article 16(c) of Directive 2011/83/EU (EU Consumer Rights Directive), and

  • Regulation 28(1)(b) of the UK Consumer Contracts Regulations 2013,

the right of withdrawal does not apply to goods that are made to the consumer’s specifications or are clearly personalized.

All physical products sold by Grape & Fork are made to order and are therefore exempt from the statutory 14-day withdrawal right.

This does not affect your legal rights in relation to faulty, defective, or non-conforming goods.

4. Damaged, Defective, or Incorrect Items

If you receive an item that is:

  • Damaged

  • Defective

  • Misprinted

  • Incorrect (wrong item sent)

You must notify us within seven (7) days of delivery by emailing:

grapeandfork@gmail.com

Your message must include:

  • Order number

  • Clear photographic evidence of the issue

  • A brief description of the problem

If the issue is confirmed, we will, at our discretion:

  • Provide a replacement at no additional cost, or

  • Issue a full refund to the original payment method

We reserve the right to require photographic evidence before approving any claim.

5. Returns (If Approved)

Returns are accepted only if explicitly approved in writing.

If a return is authorized:

  • The item must be unused, unworn, and unwashed

  • The item must be returned within fourteen (14) days of approval

  • Customers are responsible for return shipping costs unless the item is defective

Original shipping fees are non-refundable unless the return results from our error.

6. Digital Products

All digital downloads are final sale.

Due to the nature of digital goods, refunds are not provided once files have been delivered or accessed.

For customers in the EU and UK: by completing your purchase of a digital product, you expressly consent to immediate delivery and acknowledge that you lose your statutory 14-day withdrawal right once download begins.

If you experience a technical issue accessing a digital file, please contact us for assistance.

7. Order Cancellations

Orders may be cancelled within two (2) hours of purchase.

After this time, production may have begun and cancellation may no longer be possible.

8. Shipping & Delivery

We are not responsible for:

  • Incorrect shipping addresses entered at checkout

  • Carrier delays

  • Customs fees, VAT, import duties, or local taxes

If an order is returned due to an incorrect address provided by the customer, the customer will be responsible for additional shipping costs to resend the package.

9. Refund Processing

If a refund is approved:

  • Refunds will be issued to the original payment method

  • Processing times may vary depending on your financial institution

  • Shipping costs are non-refundable unless the return results from our error

10. Contact Information

For all return or refund inquiries, contact:

Grape & Fork
Email: grapeandfork@gmail.com
58 Govett Avenue

Frankleigh Park

New Plymouth, New Zealand 4310