Return Policy

Our Commitment to Your Satisfaction

At Zibralonyrmrexin, we take great pride in the quality of our handmade cards and printing products. Every item that leaves our Wellington studio is carefully crafted and thoroughly inspected to ensure it meets our high standards. We want you to be completely satisfied with your purchase, and we understand that sometimes things may not work out as expected.

This Return Policy outlines the conditions under which we accept returns, provide refunds, or offer exchanges. We have designed this policy to be fair and transparent while acknowledging the unique nature of our handmade and custom products. Please read this policy carefully before making a purchase, and do not hesitate to contact us if you have any questions.

By placing an order with Zibralonyrmrexin, you acknowledge that you have read, understood, and agree to be bound by this Return Policy. This policy should be read in conjunction with our Terms of Use, which govern your overall use of our website and services.

General Return Guidelines

We accept returns under specific circumstances detailed below. To be eligible for a return, items must meet certain conditions that protect both our customers and our business. Understanding these guidelines will help ensure a smooth return process if one becomes necessary.

Eligibility for Returns

To qualify for a return, the following conditions must be met:

• The return request must be initiated within 14 days of receiving your order
• Items must be in their original, unused condition with no signs of damage or wear
• Products must be in their original packaging, including any protective materials
• You must provide proof of purchase, such as an order confirmation or receipt
• The item must not be a custom or personalised product (see below for exceptions)

Non-Returnable Items

Due to the personalised nature of many of our products, certain items cannot be returned or exchanged under normal circumstances:

• Custom-designed cards created to your specifications
• Personalised printing with names, dates, or custom text
• Commissioned paper engineering pieces
• Sale or clearance items marked as final sale
• Items that have been used, opened, or damaged after delivery
• Products altered or modified after receipt
• Gift cards or store credit

Custom and Personalised Orders

Custom and personalised orders require special consideration due to their unique nature. These items are made specifically for you based on your requirements and cannot be resold to other customers. Therefore, our return policy for custom orders differs from standard products.

Design Approval Process

For all custom orders, we follow a comprehensive design approval process to ensure your satisfaction before production begins:

• Initial consultation to discuss your requirements and preferences
• Creation of design mockups or proofs for your review
• Opportunity to request revisions before final approval
• Written confirmation of final design before production commences

Once you have approved the final design and production has begun, custom orders are generally not eligible for returns or refunds except in cases of manufacturing defects or errors on our part.

Errors in Custom Orders

If your custom order contains errors that originated from our production process (not from information you provided), we will:

• Reproduce the item correctly at no additional cost
• Expedite shipping for the replacement item
• Offer a partial refund if reproduction is not feasible

Errors resulting from incorrect information provided by you during the ordering process are not covered under this policy, though we will work with you to find a reasonable solution.

Defective or Damaged Products

Despite our careful quality control, defects or damage may occasionally occur. We stand behind the quality of our products and will make things right if you receive an item that is defective or damaged.

What Constitutes a Defect

A defect is defined as a flaw in materials or workmanship that affects the product's intended function or appearance. This includes:

• Manufacturing errors such as incorrect printing, cutting, or assembly
• Material defects including paper tears, discolouration, or warping that occurred during production
• Missing components or incomplete orders
• Products that differ significantly from their description or approved design

Shipping Damage

If your order arrives damaged due to shipping, please follow these steps:

• Document the damage with photographs before unpacking further
• Retain all packaging materials for potential inspection
• Contact us within 48 hours of delivery with photos and a description of the damage
• Do not dispose of the damaged items or packaging until we advise you to do so

We will work with you to resolve shipping damage claims promptly, either through replacement of the damaged items or a refund, depending on the circumstances and your preference.

Return Process

If you wish to return an eligible item, please follow our return process to ensure efficient handling of your request.

Initiating a Return

To start the return process:

• Contact us via email or phone within 14 days of receiving your order
• Provide your order number and reason for the return
• Include photographs if the return is due to defects or damage
• Wait for our confirmation and return instructions before shipping

Return Shipping

The customer is responsible for return shipping costs unless the return is due to our error or a defective product. We recommend:

• Using a trackable shipping method for your protection
• Packaging items securely to prevent damage during transit
• Retaining proof of postage until the return is processed

For returns due to defects or our error, we will provide a prepaid return label or arrange collection at our expense.

Refunds

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. Our refund process is designed to be fair and timely.

Refund Processing

Approved refunds will be processed as follows:

• Refunds are issued to the original payment method used for the purchase
• Processing time is typically 5-10 business days from approval
• Your bank or credit card company may take additional time to post the refund
• Original shipping charges are non-refundable unless the return is due to our error

Partial Refunds

In certain situations, partial refunds may be granted:

• Items returned in non-original condition due to handling beyond what is necessary to inspect them
• Items returned outside the standard return window but within 30 days
• Products with minor defects that do not significantly affect usability

Exchanges

We want you to have the perfect product for your needs. If you would like to exchange an item for a different product, we are happy to assist.

Exchange Process

To request an exchange:

• Contact us with your order details and the item you wish to receive instead
• We will confirm availability of the replacement item
• Return the original item following our standard return process
• We will ship the replacement once we receive and inspect the returned item

If the exchange item has a different price, we will either charge or refund the difference accordingly.

Cancellations

Order cancellation policies vary depending on the type of product and production status.

Standard Product Cancellations

Orders for standard (non-custom) products may be cancelled without penalty if:

• The cancellation request is received before the order has shipped
• You contact us as soon as possible after placing the order

Custom Order Cancellations

Custom orders have limited cancellation options due to the personalised nature of these products:

• Full refund if cancelled before design work begins
• 50% refund if cancelled after design approval but before production
• No refund once production has commenced

We understand that circumstances change, and we will do our best to accommodate cancellation requests when possible.

Consumer Rights

This Return Policy is in addition to your statutory rights under New Zealand consumer protection law. Nothing in this policy affects your legal rights as a consumer, including your rights under the Consumer Guarantees Act 1993. If goods are faulty or not as described, you may be entitled to a remedy regardless of this policy.

Contact Us

If you have any questions about our Return Policy or need to initiate a return, please contact us:

Zibralonyrmrexin
107 Cuba Street, Te Aro, Wellington 6011, New Zealand
Phone: +64 4 384 3903
Email: contact@zibralonyrmrexin.world

Our team is available Monday to Friday, 9am to 5pm (NZST), and we aim to respond to all inquiries within one business day.

Policy Updates

We reserve the right to modify this Return Policy at any time. Changes will be effective immediately upon posting to our website. We encourage you to review this policy periodically. The Return Policy in effect at the time of your purchase will apply to that transaction.