Personalised Products

All products supplied by The Dash Project are personalised and made to order. For this reason, we unable to accept returns or offer refunds for change of mind or for errors resulting from incorrect or incomplete information provided at the time of ordering.

Please ensure all details are reviewed carefully before submitting your order.

Production Timeframes

Production of personalised items typically begins within 1–2 business days of order confirmation. Timeframes may vary depending on order volume and the completeness of information provided.

Once production has commenced, orders cannot be cancelled or modified.

Faulty or Damaged Items

We take care to ensure every product is produced and delivered to a high standard. If your item arrives damaged or defective, please contact us within 7 days of receiving your order.

To assist with your request, photographic evidence of the damage or defect is required.

Where an issue is confirmed, we will offer either:

• a replacement, or
• a refund

at our discretion.

Items must be returned in their original packaging where reasonably possible.

Errors in Personalisation

If an error has occurred due to information provided by you, we are unable to offer a refund or replacement.

If an error has occurred on our part, we will correct the issue by either:

• providing a replacement, or
• rectifying the error

at no additional cost to you.

Returns Process

Before returning any item, you must contact us at:

admin@thedashproject.co.nz

Returns sent without prior approval may not be accepted.

Return Shipping Costs

Customers are responsible for all return shipping costs, unless the item is confirmed to be faulty or defective.

Refunds

Approved refunds will be processed via your original payment method. Please allow 5–10 business days for the refund to appear, depending on your payment provider.

Order Cancellations

Orders may be cancelled within 2 days of purchase, provided production has not yet commenced.

Once production has started, orders cannot be cancelled.

Consumer Guarantees Act

Nothing in this policy limits or excludes your rights under the Consumer Guarantees Act 1993.

 

Effective Date: 22 April 2026