Refund & Return Policy

At HLWrap, we offer high-quality custom decals, vinyl rolls, and DIY tools. Due to the custom nature of our products, we have the following policies to ensure a smooth experience for both you and our business.

Returns and Exchange

Custom Decals & Templates

Since these are made-to-order, we do not accept returns or exchanges unless there is a defect or error on our part.

If you receive a damaged or incorrect item, please contact us within 3 days of delivery with photos/videos of the issue for evaluation.

Vinyl Rolls / PPF

No Refunds/Exchanges (Color Selection is Final)

Vinyl rolls are non-refundable and non-exchangeable once ordered.

Colors may vary slightly due to monitor settings, material batches, or lighting.

Customers must verify color choices before ordering—we recommend requesting physical swatches or checking our color guides

EXCEPTION — If your vinyl roll arrives damaged, defective, or not as described, contact us within 3 days of delivery with photos/video for a replacement or refund.

Accessories/Tools/Equipment

Eligible for return within 14 days if unused and in original packaging (buyer covers return shipping).

Refund

We will send the details of how to return the items back.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If the return is Approved (for damaged/defective items) will be processed within 7-14 business days after we receive the returned item.

Original shipping fees are non-refundable, unless the error was ours.

Refunds will be issued to the original payment method.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Cancellations

Custom orders cannot be canceled once production has started.

For non-custom items, cancellations must be requested within 24 hours of purchase.

Non-Refundable Situations

Buyer’s remorse or change of mind.

Errors due to incorrect sizing/design provided by the customer.

Items damaged due to improper application or handling after delivery.

How to initiate Return / Shipping returns

Email us at info@hlwrap.co.nz with your order number and reason for return
If approved, we’ll provide return instructions (You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable if there was an issues on our end.)
- Depending on where you live, the time it may take for your exchanged product to reach you may vary.
- If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Once received and inspected, we’ll process your refund/exchange which will take about 7-14 business days for the refund process to complete and back to the original method of payment.