Return Policy

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1. Our Return Promise

At Shelroxxppnlix, we want you to be completely satisfied with your purchase. We understand that sometimes products may not meet your expectations, or circumstances may change. This Return Policy outlines your rights and our procedures for returns, exchanges, and refunds.

We are committed to making the return process as smooth and hassle-free as possible. If you have any questions about this policy or need assistance with a return, please do not hesitate to contact our customer service team.

This policy applies to all products purchased directly from our website or our physical location in Tauranga, New Zealand.

2. Return Eligibility

To be eligible for a return, your item must meet the following conditions:

The item must be returned within 30 days of the original purchase date
The item must be unused, unopened, and in its original packaging
All components, instructions, and accessories must be included
The item must not be a final sale or clearance item (unless defective)
You must have proof of purchase (receipt or order confirmation)

2.1 Non-Returnable Items

Certain items cannot be returned due to their nature or for hygiene and safety reasons:

Opened craft kits where materials have been used or are no longer sealed
Custom or personalised orders
Digital products, downloadable tutorials, or e-books
Gift cards or vouchers
Items marked as "final sale" or purchased during clearance events
Perishable items such as dried flowers that have been opened

2.2 Opened Products

If you have opened a craft kit to inspect the contents but have not used any materials, we may accept the return at our discretion. Please contact us before returning opened items, as additional conditions may apply. Partially used kits are not eligible for return unless defective.

3. Return Process

To initiate a return, please follow these steps:

3.1 Contact Us

Before sending any item back, please contact our customer service team to initiate the return process:

Email us at office@shelroxxppnlix.world with your order number and reason for return
Call us at +64 7-576-0331 during business hours
Visit our studio at 13 Bethlehem Road, Bethlehem, Tauranga 3110

3.2 Return Authorisation

Once your return request is approved, you will receive a Return Authorisation (RA) number and detailed instructions for returning your item. Please note:

Returns without an RA number may be refused or delayed
RA numbers are valid for 14 days from the date of issue
Please write the RA number clearly on the outside of your package

3.3 Packaging and Shipping

When preparing your return:

Pack the item securely in its original packaging if possible
Include all original components, instructions, and accessories
Include a copy of your receipt or order confirmation
Use a trackable shipping method and keep your tracking number
Insure valuable items for your protection

4. Refund Policy

Once we receive and inspect your returned item, we will notify you of the status of your refund.

4.1 Approved Refunds

If your return is approved:

Refunds will be processed to your original payment method
Processing typically takes 5-10 business days
You will receive an email confirmation when the refund is processed
Bank processing times may add additional days before the refund appears

4.2 Partial Refunds

In certain situations, only partial refunds may be granted:

Items returned with obvious signs of use or damage
Items missing components or accessories
Items returned without original packaging
Items returned after the 30-day return window (at our discretion)

4.3 Refund Deductions

The following may be deducted from your refund:

Original shipping costs (unless the return is due to our error)
A restocking fee of up to 15% for opened items (where applicable)
Costs incurred due to inadequate packaging resulting in damage

5. Exchanges

We are happy to exchange items for a different product or variant. To request an exchange:

Contact us within 30 days of your purchase
The original item must meet all return eligibility requirements
If the exchange item is of higher value, you will need to pay the difference
If the exchange item is of lower value, we will refund the difference
Exchange items are subject to availability

6. Defective or Damaged Items

If you receive a defective or damaged item, please contact us immediately. We will:

Arrange for a replacement at no additional cost to you
Cover all return shipping costs for defective items
Process refunds promptly if a replacement is not available
Investigate the issue to prevent future occurrences

Please report any defects or damage within 7 days of receiving your order. Photographs of the damage or defect will help us process your claim quickly.

7. Shipping Costs for Returns

Return shipping costs are the responsibility of the customer unless:

The item received was defective or damaged
The wrong item was sent
The item significantly differs from its description on our website

We recommend using a trackable shipping service and purchasing shipping insurance for items over $50 NZD, as we cannot guarantee receipt of returned items or be responsible for items lost in transit.

8. International Returns

For international orders, the following additional conditions apply:

Returns must comply with all applicable customs regulations
Any customs duties, taxes, or fees paid are non-refundable
International shipping costs are the responsibility of the customer
Return processing may take longer due to customs clearance
Items must be marked as "returned goods" on customs forms

9. Workshop and Event Bookings

Cancellation policies for workshops and events differ from product returns:

Full refund for cancellations made more than 14 days before the event
50% refund for cancellations made 7-14 days before the event
No refund for cancellations made less than 7 days before the event
Credits may be offered for future workshops at our discretion
If we cancel an event, you will receive a full refund

10. Changes to This Policy

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

11. Your Rights Under Consumer Law

This Return Policy does not affect your statutory rights under the New Zealand Consumer Guarantees Act 1993. If a product fails to meet a consumer guarantee, you may be entitled to remedies beyond those outlined in this policy, including repair, replacement, or refund depending on the nature of the failure.

12. Contact Us

If you have any questions about returns or need assistance, please contact us:

Shelroxxppnlix
13 Bethlehem Road, Bethlehem, Tauranga 3110, New Zealand
Phone: +64 7-576-0331
Email: office@shelroxxppnlix.world

Our customer service team is available Monday to Friday, 9:00 AM to 5:00 PM, and Saturday, 10:00 AM to 3:00 PM (NZST).