Refund policy

Effective Date: February 21, 2026 | Last Updated: June 21, 2026

At Julian's Menswear, we want you to be completely satisfied with your purchase. We offer a transparent 30-day return window, giving you 30 days after receiving your physical parcel to request a return.

1. Business Identity and Contact Channels

  • Legal Trading Name: Julian's Menswear
  • New Zealand Business Number (NZBN): 9429053116840
  • Company Director: Louise Haines
  • Physical Registration Base: 83b Western Road, Ngongotahā, Rotorua 3010, Bay of Plenty, New Zealand
  • Customer Care Email: support@juliansmenswear.com
  • Official Telephone Support: +64 27 347 5657
  • Operational Service Hours: Monday to Friday, 9:00 AM to 5:00 PM NZST

2. The Return Window

Customers have exactly 30 days from the confirmed carrier delivery date to initiate a return request. If 30 days have elapsed since the shipping carrier logged the item as delivered, we cannot process a refund or product exchange.

3. Conditions for Return Eligibility

To qualify for a successful return and full refund, your item must meet all of the following criteria:

  • Unworn and Unused: Items must be in their original, un-worn retail condition.
  • Unaltered State: Items must be unwashed, clean, and free from any perfumes, hair, or odors, with all clothing tags firmly attached.
  • Original Presentation: Items must be packed inside their original product packaging.
  • Proof of Purchase: Your online order number and confirmation email receipt are required.

4. Hygiene Restrictions

Due to health, safety, and local sanitation regulations, the following categories require completely unbroken, untampered protective hygiene seals to be accepted:

  • Men's Underwear and Boxers
  • Swimwear and Boardshorts
  • Intimate Lounge Apparel

If the structural hygiene seal or product wrapping is compromised or opened, these items become strictly non-returnable unless a manufacturing defect is present.

5. Permanent Final Sale Exemptions

The following items are completely excluded from returns and will not be refunded:

  • Digital Gift Cards and online store credits.
  • Custom apparel items or special promotional final clearance sale listings.

6. Step-by-Step Return Management Process

To initiate an authorised return, you must contact our care team before sending any items back:

  1. Send an email to support@juliansmenswear.com or call +64 27 347 5657 with your order number and reason for return.
  2. Our administration team will review your order details and issue an official Return Authorisation Code.
  3. Securely pack your items and mail them to our central processing address listed below.

Crucial Directive: Do not mail your retail package back to any overseas address or supplier fulfilment warehouse printed on the original shipping box.

7. Authorised Return Shipping Address

All physical parcel returns — including those from Australian customers — must be shipped directly to our New Zealand administration base for manual inspection and verification:

Julian's Menswear Returns
83b Western Road
Ngongotahā, Rotorua 3010
Bay of Plenty
New Zealand

8. Return Transit Costs

  • Change of Mind or Size Exchanges: The customer bears all financial responsibility for sourcing and paying return courier fees. This applies to both New Zealand and Australian customers. We recommend using a trackable international shipping service with signature entry, as we cannot guarantee or verify receipt of untracked mail.
  • Damaged, Faulty, or Distorted Shipments: Julian's Menswear covers 100% of return shipping costs. For New Zealand customers, we will supply a prepaid New Zealand Post return label via email or issue a direct postage refund. For Australian customers, we will issue a direct postage refund upon receipt and inspection of the returned item.

9. Faulty Goods and Structural Damage

Please inspect your product parcel immediately upon arrival. Contact us at support@juliansmenswear.com if an item arrives broken, defective, or if you receive the wrong product variant. We will assess the issue immediately and issue a replacement or a full refund.

10. Refund Cleardown Policy

Once your return package arrives at our local New Zealand office, it will be manually inspected within 48 hours. We will notify you via email regarding the approval or rejection of your claim.

Approved refunds are auto-credited back to your original payment method (Visa, Mastercard, American Express, Shop Pay, Apple Pay, or Google Pay) within 5 to 7 business days. Processing speeds vary depending on your bank or credit card institution.

11. Exchanges

For size or colour variations, email support@juliansmenswear.com. Return shipping costs for size adjustments are handled by the customer, and replacement fulfilment is subject to real-time brand inventory availability.

12. New Zealand Consumer Guarantees Act Protection

Your legal protections under the New Zealand Consumer Guarantees Act 1993 are fully supported by this policy. If a clothing item is fundamentally faulty, unfit for its intended purpose, or does not match our digital marketing description, you are legally entitled to a complete repair, replacement, or refund under New Zealand law.

13. Australian Consumer Law Protection

If you are an Australian customer, your purchase is also supported by the Australian Consumer Law (ACL) under the Competition and Consumer Act 2010. Our goods come with guarantees that cannot be excluded under the ACL. If a product is faulty, not fit for purpose, or does not match its description, you are entitled to a repair, replacement, or refund. For major failures, you are also entitled to compensation for any other reasonably foreseeable loss or damage. Contact us at support@juliansmenswear.com or +64 27 347 5657 to exercise your rights.

14. Contact Us

15. EU Right of Withdrawal (European Union Customers)

If you are located in the European Union, you have the right to withdraw from your purchase within 14 days without giving any reason. Because our 30-day return window exceeds this minimum, your full 30-day window applies to EU customers.

Withdrawal Period

The withdrawal period begins from the day you, or a third party nominated by you, receive the last item in your order. If your order contains multiple items delivered separately, the period begins from delivery of the last item.

How to Exercise Your Right of Withdrawal

To exercise your right of withdrawal, you must inform us of your decision by a clear statement (e.g., by email or phone) before the withdrawal period expires:

You may use the EU Model Withdrawal Form below, but it is not obligatory.

Cancellations Before Dispatch

EU customers may also cancel an order at any time before it has been fulfilled and dispatched. Contact us immediately at support@juliansmenswear.com with your order number.

Return of Goods

You must return the goods without undue delay and no later than 14 days after the day on which you communicate your withdrawal to us. You bear the direct cost of returning the goods unless the item is faulty or not as described.

Refunds

We will reimburse all payments received from you, including standard delivery costs (but not any supplementary costs arising from your choice of a delivery method other than the least expensive standard delivery we offer). We will process your refund within 14 days of receiving the returned goods, or proof that you have returned them, whichever is earlier. Refunds will be issued to your original payment method.

Exceptions to the Right of Withdrawal

The right of withdrawal does not apply to:

  • Goods made to your specifications or clearly personalised.
  • Sealed goods which are not suitable for return due to health protection or hygiene reasons (underwear, swimwear, intimate lounge apparel) where the seal has been broken after delivery.

EU Model Withdrawal Form

(Complete and return this form only if you wish to withdraw from the contract)

To: Julian's Menswear, 83b Western Road, Ngongotahā, Rotorua 3010, New Zealand / support@juliansmenswear.com

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods:

  • Ordered on (*) / received on (*):
  • Name of consumer(s):
  • Address of consumer(s):
  • Signature of consumer(s) (only if this form is notified on paper):
  • Date:

(*) Delete as appropriate.