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At shexlyonchon, we want you to be completely satisfied with your interior accessory purchases. Our return policy complies with the Consumer Guarantees Act 1993 and the Fair Trading Act 1986.
If you are not happy with your order, you may return items within 14 days of delivery for a full refund, provided the items meet the return conditions below.
Your rights under the Consumer Guarantees Act 1993: If a product fails to meet the guarantees of acceptable quality, fitness for purpose, or matching description, you have the right to a remedy (repair, replacement, or refund) regardless of our return policy.
To be eligible for a return, items must:
To initiate a return:
Once we receive and inspect your returned items, we will process your refund within 5-10 business days in accordance with New Zealand consumer protection laws. Refunds will be issued to the original payment method.
Shipping costs are non-refundable unless:
If you are returning an item due to a fault or because it doesn't meet consumer guarantees, we will refund all costs including shipping.
If you receive a damaged or defective item, please contact us immediately. Under the Consumer Guarantees Act 1993, you have the right to choose between repair, replacement, or refund for faulty goods.
We will arrange for a replacement or full refund, including return shipping costs, at no charge to you. We may also offer to repair the item if that is your preference.
Please take photos of any damage or defects and contact us within 48 hours of receiving the item so we can resolve the issue quickly.
Under New Zealand's Consumer Guarantees Act 1993, you have automatic rights when you purchase goods. These include:
If goods fail to meet these guarantees, you can choose to have them repaired, replaced, or receive a refund. These rights cannot be excluded or limited by our return policy.
We currently do not offer direct exchanges. To exchange an item, please return the original item and place a new order for the desired product.
Custom-made or personalised interior accessories cannot be returned unless they are defective or fail to meet consumer guarantees. However, if a custom item is faulty, your rights under the Consumer Guarantees Act 1993 still apply.
Sale items are subject to the same consumer guarantees as full-price items. Any specific return conditions for sale items will be clearly stated at the time of purchase.
Items that have been used, damaged by misuse, or are not in their original condition may not be eligible for return unless they are faulty.
Customers are responsible for return shipping costs unless the return is due to our error. We recommend using a trackable shipping method and retaining proof of shipment.
For questions about returns or to initiate a return, please contact us:
Email: clients@shexlyonchon.world
Phone: +64 6364 5567
Address: 211 Main Highway, Ōtaki 5512, New Zealand