Refund policy

This Returns, Refunds and Repairs Policy applies to products purchased directly from useDEM through our website or another authorized sales channel.

Nothing in this Policy excludes, restricts, or modifies any right or remedy that cannot lawfully be excluded under the New Zealand Consumer Guarantees Act 1993 or other applicable consumer-protection legislation.

1. Returns of Ready-Made Products

Eligible ready-made products may be returned within thirty (30) days after delivery.

To qualify for a return, the product must:

  • Be unworn, unused, unwashed, and unaltered;

  • Be in the same condition in which it was received;

  • Include all original tags, accessories, and packaging; and

  • Be accompanied by the receipt or other valid proof of purchase.

useDEM reserves the right to refuse a voluntary return where the product does not satisfy these requirements.

The 30-day return period is a voluntary change-of-mind policy offered by useDEM. Under New Zealand law, a business is generally not required to accept a return solely because a customer has changed their mind. This does not affect the customer’s rights where a product is faulty, damaged, incorrectly supplied, or otherwise fails to meet a statutory consumer guarantee.

2. Requesting a Return

Before returning a product, the customer must contact:

ask@usedem.com

The return request should include:

  • The customer’s full name;

  • The order number;

  • Identification of the product concerned;

  • The reason for the return; and

  • Clear photographs, where the request relates to damage, a fault, or an incorrect product.

If the return is approved, useDEM will provide written return instructions and confirm the applicable return address.

Return address:
Room 106, Building I, No. 1201 Nanliu Highway, Pudong New District, Shanghai 201322 China

Contact Number:
+8615396610973

Products sent to useDEM without prior written authorization may not be accepted or processed.

3. Personalized and Custom-Made Products

All personalized, customized, made-to-order, and commissioned products are created specifically for the individual customer.

Accordingly, personalized and custom-made products are not eligible for cancellation, return, exchange, or refund due to a change of mind once production has commenced.

This includes, without limitation:

  • Products made from denim or other materials supplied by the customer;

  • Products created according to individual design instructions;

  • Products incorporating selected measurements, colours, materials, details, or finishes; and

  • Special commissions produced specifically for an individual customer.

Customers are responsible for reviewing and approving all relevant specifications before production begins.

This restriction does not apply where a personalised or custom-made product:

  • Is faulty or defective;

  • Arrives damaged;

  • Is materially different from the approved specifications;

  • Does not match its description; or

  • Otherwise fails to comply with a mandatory consumer guarantee.

Where such a failure occurs, useDEM will provide the remedy required by applicable law, which may include repair, replacement, price reduction, or refund. New Zealand consumer guarantees apply irrespective of any separate store warranty or returns policy.

4. Characteristics of Upcycled Materials

useDEM products are created using upcycled denim and other existing materials. Variations in colour, fading, texture, seams, stitching, markings, and evidence of the material’s previous life are inherent characteristics of this process.

Such variations are part of the individual nature of each product and will not constitute a defect where they are consistent with:

  • The product description;

  • The product photographs;

  • The approved custom specifications; and

  • The ordinary nature of upcycled materials.

This clause does not exclude genuine defects in materials, construction, or workmanship.

5. Damaged, Faulty, or Incorrect Products

Customers should inspect their order promptly after delivery.

If a product arrives damaged, is faulty, is incorrectly supplied, or is materially different from its description, the customer should contact ask@usedem.com as soon as reasonably practicable.

The customer should provide:

  • The order number;

  • A detailed description of the issue; and

  • Clear photographs or other reasonable supporting information.

useDEM will assess the product and provide an appropriate remedy in accordance with applicable law. Depending on the nature and seriousness of the issue, this may include repair, replacement, price reduction, or refund.

Under New Zealand consumer law, products supplied by businesses must generally be of acceptable quality, fit for their intended purpose, match their description, and arrive in good condition. Available remedies depend on the nature and severity of the failure.

A remedy may not be available where the problem was caused by:

  • Misuse, neglect, or improper handling;

  • Accidental damage occurring after delivery;

  • Failure to follow applicable care instructions;

  • Unauthorised alteration or repair;

  • Use of the product for an unintended purpose; or

  • Ordinary wear arising from reasonable use.

6. Complimentary Repair Programme

useDEM provides complimentary repairs for eligible products for twelve (12) months from the date of delivery to customers located in New Zealand and China.

The programme applies to eligible issues involving materials or workmanship arising during normal and intended use.

It does not ordinarily cover:

  • Accidental damage;

  • Misuse, neglect, or improper care;

  • Damage caused by unauthorized alterations or repairs;

  • Damage caused by failure to follow care instructions;

  • Ordinary wear and tear; or

  • Natural fading, markings, or variations inherent in upcycled denim.

To request a repair, the customer must contact ask@usedem.com and provide the order number, a description of the issue, and clear photographs.

useDEM will assess the request and confirm:

  • Whether the product qualifies for a complimentary repair;

  • Where the product must be sent;

  • The expected repair process; and

  • Any applicable shipping arrangements before the product is dispatched.

The complimentary repair programme is an additional service and does not replace or limit any statutory rights that may apply.

7. Return Shipping

For an approved change-of-mind return, the customer is responsible for the cost and risk of returning the product unless useDEM agrees otherwise in writing.

Customers are encouraged to use a tracked and adequately insured shipping service. useDEM is not responsible for products lost, delayed, or damaged while being returned by the customer.

Where a product is confirmed to be faulty, damaged upon delivery, incorrectly supplied, or materially different from its description, useDEM will arrange or reimburse reasonable return shipping costs where required by applicable law.

Complimentary shipping on qualifying orders over NZD 420 applies only to the original delivery. It does not automatically include complimentary return shipping.

Original delivery charges are not refundable for voluntary change-of-mind returns unless otherwise required by law.

8. Exchanges

useDEM does not ordinarily process direct exchanges.

Where an eligible ready-made product is approved for return, the customer may place a separate order for another product.

Because useDEM products may be individual, made in limited quantities, or created from unique materials, the availability of the same product or an alternative cannot be guaranteed.

Personalized and custom-made products are not eligible for exchange due to a change of mind.

9. Refunds

After receiving and inspecting an approved return, useDEM will notify the customer whether the refund has been approved.

If approved, the refund will be issued to the original payment method within ten (10) business days, subject to any mandatory timeframe imposed by applicable law.

The customer’s bank, card issuer, PayPal, or other payment provider may require additional time to process and display the refund.

If more than fifteen (15) business days have passed since useDEM confirmed that a refund was approved, the customer should contact ask@usedem.com.

useDEM may refuse a voluntary refund where the returned product:

  • Has been worn, used, washed, or altered;

  • Has been damaged after delivery;

  • Is incomplete or missing its original tags or packaging;

  • Is not returned in its original condition; or

  • Is personalised, customised, made to order, or commissioned.

This provision does not limit any remedy available where a product fails to comply with a mandatory consumer guarantee.

10. European Union and European Economic Area Customers

Where applicable European Union or European Economic Area consumer law applies, customers purchasing eligible ready-made products online may have a statutory right to withdraw from the purchase within fourteen (14) days after delivery without providing a reason.

The statutory withdrawal right generally does not apply to products made to the customer’s specifications or clearly personalized.

Customers exercising a statutory withdrawal right must contact ask@usedem.com within the applicable period. Any refund will be processed in accordance with the mandatory legal requirements of the customer’s jurisdiction.

This section does not affect the customer’s separate rights concerning faulty, damaged, or incorrectly supplied products.

11. Non-Excludable Consumer Rights

Nothing in this Policy is intended to exclude, restrict, or modify:

  • Any guarantee, right, or remedy under the New Zealand Consumer Guarantees Act 1993;

  • Any obligation imposed on useDEM under the New Zealand Fair Trading Act 1986; or

  • Any other mandatory consumer right applying in the customer’s jurisdiction.

If any provision of this Policy is inconsistent with a mandatory legal requirement, that legal requirement will prevail to the extent of the inconsistency.

12. Contact Information

For questions concerning returns, refunds, repairs, personalized commissions, or an existing order, please contact:

useDEM
Customer Care: ask@usedem.com
Return address: Room 106, Building I, No. 1201 Nanliu Highway, Pudong New District
Shanghai 201322 China