Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused or unworn, with tags (if applicable), and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at sales@oncue.net.nz. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.  

The purchaser is responsible for all courier and freight costs associated with a return.

You can always contact us for any return question at sales@oncue.net.nz.

Unfortunately, we cannot refund sale, clearance, second hand items or gift cards.

Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items), and cues that have been modified (incl re-tipped) at your request.

Custom Shirts - it is the purchasers responsibility to ensure all names to be printed are the correct spelling and exactly as you would like them to appear. On Cue takes no responsibility for mistakes made at the time of ordering due to error/s made by the purchaser.  Where a shirt has been misprinted by the manufacturer, we will provide either a refund or replacement. 

On Cue reserves the right to cancel and refund any orders containing offensive or defamatory names or slogans at our discretion (this includes, but is not limited to, any political, religious, sexual or gang related agendas).

It is the purchasers responsibility to check the provided size charts and measurements to ensure the correct sized shirt is ordered. 

Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale, clearance, second hand items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the return was approved or not.

If approved, you’ll be automatically refunded, less the cost of any freight (where applicable) on your original payment method. Please note, freight charges will be deducted even where the purchase met the "Free Shipping" threshold.
Please remember it can take some time for your bank or credit card company to process and post the refund too.

Where an item is returned due to a change of mind, On Cue reserve the right to issue a credit note for the value spent rather than to refund monies spent.