Return Policy | Srexalonvim Auckland

Srexalonvim ("we", "our", or "us") is committed to ensuring your satisfaction with our interior design services and any products purchased through us. This Return Policy outlines our policies regarding returns, refunds, and exchanges.

Design Services

As interior design services are customised and tailored to your specific project, the following applies:

Design consultation fees are non-refundable once the consultation has been completed.
For ongoing design projects, cancellation terms will be outlined in your individual project agreement.
If you are not satisfied with our services, please contact us immediately to discuss your concerns. We are committed to working with you to resolve any issues.
Refunds for design services will be considered on a case-by-case basis and may be subject to work already completed.

Products and Materials

For any products, furniture, or materials purchased through Srexalonvim:

Return Eligibility

Items must be returned within 14 days of delivery or collection.
Items must be in their original condition, unused, and in original packaging where applicable.
Custom-made or personalised items are not eligible for return unless defective.
Items that have been damaged by the customer are not eligible for return.

Return Process

To initiate a return:

Contact us within 14 days of receiving your item to request a return authorisation.
Provide your order number and reason for return.
We will provide return instructions and authorisation.
Items must be returned in their original packaging and condition.
Return shipping costs are the responsibility of the customer unless the item is defective or incorrect.

Refunds

Refunds will be processed within 14 business days of receiving the returned item.
Refunds will be issued to the original payment method used for purchase.
Original shipping costs are non-refundable unless the return is due to our error.
If an item is returned damaged or not in original condition, we reserve the right to refuse the return or deduct a restocking fee.

Exchanges

We are happy to exchange items for a different size, colour, or style, subject to availability. Exchange requests must be made within 14 days of delivery. The customer is responsible for return shipping costs for exchanges.

Defective or Incorrect Items

If you receive a defective item or an item that differs from what you ordered:

Contact us immediately upon discovery of the issue.
We will arrange for collection or return at no cost to you.
We will provide a replacement, repair, or full refund as appropriate.
We will cover all associated shipping costs.

Special Orders and Custom Items

Special order items, custom-made furniture, and bespoke pieces are made specifically for your project and are generally non-refundable. Exceptions may be made in cases of manufacturing defects or if we are unable to deliver as specified. These terms will be clearly outlined in your project agreement.

Sale Items

Items purchased during sales or promotional periods are subject to the same return policy, unless otherwise stated at the time of purchase.

New Zealand Consumer Guarantees Act 1993

Nothing in this Return Policy limits or excludes your statutory rights under the New Zealand Consumer Guarantees Act 1993. As a consumer, you are entitled to guarantees that goods and services will be:

Of acceptable quality (fit for purpose, safe, durable, and free from defects)
Fit for any particular purpose you made known to us
Match any description, sample, or demonstration model
Match any express warranty we provide
Provided with reasonable care and skill (for services)
Completed within a reasonable time (for services)

If goods or services fail to meet these guarantees, you may be entitled to remedies including:

Repair or replacement of goods
Refund or compensation for reduction in value
Re-performance of services or compensation for failure
Damages for reasonably foreseeable losses

These statutory rights cannot be excluded, restricted, or modified except in limited circumstances permitted by the Act. We are committed to honouring these rights and will work with you to resolve any issues promptly and fairly.

Fair Trading Act 1986

We comply with the Fair Trading Act 1986, which protects consumers from misleading and deceptive conduct. We commit to:

Accurately describing all products and services
Providing clear information about pricing, including GST
Honouring all representations made about product quality, features, and performance
Not engaging in unfair sales practices

If you believe we have engaged in misleading or deceptive conduct, you have the right to seek remedies under the Fair Trading Act, including compensation for losses suffered.

Warranty Information

Many products we supply come with manufacturer warranties in addition to your statutory rights. Warranty terms vary by product and manufacturer. We will provide warranty information at the time of purchase. Manufacturer warranties typically cover:

Defects in materials and workmanship
Performance issues under normal use
Compliance with product specifications

Warranty claims should be made directly to the manufacturer in accordance with their warranty terms. We can assist you in initiating warranty claims if needed.

Damaged Goods in Transit

If goods arrive damaged due to shipping, please:

Inspect items immediately upon delivery
Note any damage on the delivery receipt
Take photographs of the damage
Contact us within 48 hours of delivery

We will arrange for replacement or repair at no cost to you. We work with reputable courier companies and have insurance coverage for goods in transit. Claims for transit damage must be reported promptly to ensure coverage.

Change of Mind

While we want you to be completely satisfied with your purchase, we understand that sometimes you may change your mind. For change of mind returns:

Items must be returned within 14 days of delivery
Items must be unused, in original condition, and with all packaging and tags
You are responsible for return shipping costs
A restocking fee of up to 15% may apply to cover handling and repackaging costs
Original shipping costs are non-refundable

Change of mind returns do not apply to custom-made items, personalised products, or items that have been specially ordered for your project.

Gift Returns

If you received an item as a gift and wish to return it:

You may exchange it for store credit or another item of equal or greater value
Gift returns must be made within 30 days of purchase (proof of purchase may be required)
Items must be in original condition with packaging
Refunds to the original payment method are not available for gift returns

Dispute Resolution

If you are not satisfied with our response to a return or refund request, we encourage you to:

Contact us directly to discuss your concerns - we are committed to finding a fair resolution
If the matter remains unresolved, you may contact the New Zealand Commerce Commission or seek advice from Consumer Protection
For disputes involving services, you may also contact the Disputes Tribunal for low-value claims

We are committed to resolving disputes fairly and in good faith, in accordance with New Zealand consumer protection laws.

Contact Us

If you have questions about this Return Policy, wish to initiate a return, or need assistance with a product or service issue, please contact us:

Phone: +64 21 030 0040
Email: info@srexalonvim.worldd
Address: 195 Ponsonby Road, Ponsonby, Auckland 1011, New Zealand
Business Hours: Monday to Friday, 9:00 AM to 5:00 PM NZST
Saturday: By appointment only

For return authorisations, please include your order number, item description, and reason for return. We aim to respond to all return requests within 2 business days.

Return Address: When returning items, please use the address provided above. We recommend using tracked shipping and retaining your shipping receipt until the return is processed.