RETURN & REFUND POLICY

Last Updated: December 2024

This Return and Refund Policy explains our policy regarding returns and refunds for products and services purchased from Wraxthor.world ("we", "us", or "our"). Please read this policy carefully before making a purchase.

Due to the custom nature of our printing and design services, all sales are subject to the terms outlined below. We strive to ensure customer satisfaction and will work with you to resolve any issues that may arise.

CUSTOM PRODUCTS AND SERVICES

All of our products and services are custom-made to your specifications. Once production has commenced, orders cannot be cancelled unless we are unable to fulfill the order or there is an error on our part.

Important: Due to the personalized nature of our services, we cannot accept returns or provide refunds for custom products once production has begun, unless the product is defective or does not meet the specifications agreed upon in your order confirmation.

REFUND POLICY FOR SERVICES

For design and printing services, refunds may be available under the following circumstances:

• Before Work Commences:

  If you cancel your order before we begin work on your project, you may be entitled to a full refund, minus any non-refundable deposit or administrative fees specified in your order confirmation.

• After Work Has Begun:

  If work has already commenced, refunds will be calculated based on the amount of work completed. We will provide a detailed breakdown of costs, and you will only be refunded for the portion of work not yet completed.

• Our Error:

  If there is an error on our part (such as incorrect printing, damaged goods due to our fault, or failure to deliver as specified), we will provide a full refund or redo the work at no additional cost to you.

• Client-Requested Changes:

  If you request changes after approving a design or after production has begun, additional charges may apply. These charges are non-refundable.

NON-REFUNDABLE ITEMS

The following items are non-refundable:

• • Custom-made or personalized items that have already been produced
• • Digital products or files that have been delivered
• • Rush orders or expedited services
• • Services that have been fully completed and delivered as agreed
• • Items damaged due to customer misuse or negligence
• • Deposit payments, unless otherwise specified in writing

HOW TO REQUEST A RETURN OR REFUND

To request a return or refund, please contact us within 7 days of delivery (for physical products) or within 48 hours of service completion:

• • Email: info@wraxthor.world
• • Phone: +64 21 246 5772
• • Include your order number, reason for return/refund, and any relevant photos or documentation

We will review your request and respond within 5 business days. If approved, refunds will be processed to the original payment method within 10-14 business days.

RETURN SHIPPING

If a return is approved and the return is due to our error, we will cover the cost of return shipping. If the return is for any other reason (e.g., change of mind, incorrect order by customer), the customer is responsible for return shipping costs. Items must be returned in their original condition and packaging.

DEFECTIVE OR INCORRECT PRODUCTS

If you receive a product that is defective, damaged, or does not meet the specifications agreed upon in your order confirmation, please contact us within 7 days of receipt. We will work with you to resolve the issue, which may include:

• • Reprinting the product at no additional cost
• • Providing a full or partial refund, depending on the circumstances
• • Offering a credit for future orders

To be eligible for a replacement or refund due to defects or errors:

• • You must notify us within 7 days of receiving the product
• • You must provide photographs or other evidence of the defect or error
• • The product must not have been damaged by misuse or accident

CHANGE OF MIND

Due to the custom nature of our products, we do not accept returns or provide refunds for change of mind. This includes situations where:

• • You no longer need the product
• • You ordered the wrong size, quantity, or specifications
• • You changed your mind about the design after approval
• • You provided incorrect information that resulted in the final product not meeting your expectations

We strongly recommend reviewing all order details, proofs, and specifications carefully before approving production. If you have any questions or concerns, please contact us before placing your order or approving production.

PROOF APPROVAL

For custom design work, we will provide proofs for your approval before final production. Once you approve a proof:

• • You are responsible for checking all details, spelling, layout, and specifications
• • Approval constitutes acceptance of the design and specifications
• • Changes requested after approval may incur additional charges
• • We are not responsible for errors that were present in the approved proof

REFUND PROCESS

If you are eligible for a refund:

• • Refunds will be processed within 14 business days of approval
• • Refunds will be issued to the original payment method
• • Non-refundable deposits and design fees may be deducted from refunds
• • Shipping costs are non-refundable unless the product was defective or incorrectly shipped

NEW ZEALAND CONSUMER LAW

Our policy is in addition to your rights under the New Zealand Consumer Guarantees Act 1993 and the Fair Trading Act 1986. Nothing in this policy is intended to exclude, restrict, or modify your statutory rights as a consumer.

Under New Zealand consumer law, you are entitled to:

• • Products that are of acceptable quality
• • Products that match the description provided
• • A remedy if products are faulty or not fit for purpose

CONTACTING US ABOUT RETURNS

If you wish to request a return or refund, or if you have received a defective product, please contact us as soon as possible:

CHANGES TO THIS POLICY

We reserve the right to update this Return and Refund Policy at any time. Changes will be effective immediately upon posting on this page. The "Last Updated" date at the top of this page indicates when this policy was last revised.

Your continued use of our services after any changes to this policy constitutes acceptance of those changes.