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365 Day Return Policy

At Identity Direct, we realise quality and superior service are important to you. As part of our commitment, we are proud to offer you a 100% Satisfaction Guarantee and FREE returns for 365 days.


If you are not satisfied in any way, we’ll replace or refund your product for up to a year following your purchase. To be eligible for a full refund or replacement the items must be undamaged and unmarked, and in their original undamaged packaging. As part of our return policy, we also offer free return shipping from within New Zealand, please e-mail (see below) or call so that we can handle your return accordingly.


If we have made a mistake and your products have not been personalised correctly, we are more than happy to replace or refund the item. Unfortunately, we are unable to offer a refund or replacement when there is an error in the order information you have supplied. Please ensure that spelling is carefully checked before placing your order. However, we understand that mistakes do happen and if this does happen to you we can offer to replace your order at a 50% discount on the product, in this case, the regular P&H will be charged.


Prior to returning the item to us simply send us an email with:

- your order number 

- contact details 

- a brief note on the reason for the return and any applicable photos.

We will then contact you with next steps.


Or, you can call us on 0508 333 778.


We’re not happy unless you’re happy!