1. Overview
At Ghivexonzul, we take great pride in the quality of our handcrafted candles and ceramic decor. We want you to be satisfied with your purchase. This Return Policy outlines our guidelines for returns, refunds, and exchanges.
Please read this policy carefully before making a purchase. By placing an order with us, you acknowledge that you have read, understood, and agree to be bound by this Return Policy.
We understand that sometimes a product may not meet your expectations or may arrive damaged. We are committed to working with you to find a satisfactory resolution in such cases. Our customer service team is available to assist you with any questions or concerns regarding returns and refunds.
2. Return Eligibility
To be eligible for a return, your item must meet the following conditions:
- The item must be unused and in the same condition that you received it
- The item must be in its original packaging
- You must initiate the return within 14 days of receiving your order
- You must have proof of purchase (order confirmation or receipt)
2.1 Items That Cannot Be Returned
Certain types of items cannot be returned due to their nature. These include:
- Candles that have been lit, burned, or used in any way
- Custom or personalised orders made specifically for you
- Items purchased during clearance or final sales
- Gift cards or store credits
- Items damaged due to misuse, negligence, or accident after delivery
2.2 Handcrafted Product Considerations
As our products are handcrafted, please note that slight variations in colour, texture, size, and finish are inherent characteristics of artisanal items and are not considered defects. These variations make each piece unique and should be expected when purchasing handmade goods. Returns will not be accepted solely based on natural variations in handcrafted products.
3. Return Process
To initiate a return, please follow these steps:
3.1 Contact Us
Before sending any items back, please contact our customer service team to request a return authorisation. You can reach us via our contact form on the website, by phone at +64 4 801 5974, or by email. Please provide your order number and reason for the return.
3.2 Receive Return Authorisation
Once your return request is reviewed and approved, we will provide you with a Return Merchandise Authorisation (RMA) number and return instructions. Please note that items returned without an RMA number may not be processed.
3.3 Package Your Return
Carefully package the item(s) in their original packaging. Include your RMA number and a copy of your order confirmation or receipt. We recommend using a trackable shipping method and purchasing shipping insurance for valuable items, as we cannot be responsible for items lost or damaged in transit.
3.4 Ship Your Return
Send the package to the return address provided in your return authorisation email. Return shipping costs are the responsibility of the customer unless the return is due to our error or a defective product.
4. Refund Process
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. Please allow up to 5 business days for inspection after we receive your return.
4.1 Approved Refunds
If your return is approved, your refund will be processed, and a credit will automatically be applied to your original method of payment. Please note:
- Refunds typically take 5-10 business days to appear in your account, depending on your bank or credit card company
- Original shipping costs are non-refundable unless the return is due to our error
- The cost of return shipping will be deducted from your refund unless the return is due to a defect or our error
4.2 Rejected Refunds
If your return is rejected (for example, if the item shows signs of use or does not meet our return conditions), we will notify you of the reason. You may choose to have the item shipped back to you at your expense, or we may dispose of the item with your consent.
4.3 Partial Refunds
In certain situations, only partial refunds may be granted. These include:
- Items with obvious signs of use
- Items not in their original condition, damaged, or missing parts for reasons not due to our error
- Items returned more than 14 days after delivery
5. Exchanges
We offer exchanges for items of equal or greater value. If you would like to exchange an item, please indicate this when you contact us to initiate your return. If the replacement item is of greater value, you will be required to pay the difference. If it is of lesser value, we will refund the difference to your original payment method.
Exchanges are subject to product availability. If the item you wish to exchange for is not available, we will process a refund instead.
6. Damaged or Defective Items
We take great care in packaging your order to ensure it arrives safely. However, if your item arrives damaged or defective, please contact us immediately (within 48 hours of delivery) with:
- Your order number
- A description of the damage or defect
- Photographs clearly showing the damage or defect
- Photographs of the packaging if the item was damaged in transit
We will work with you to resolve the issue as quickly as possible, which may include sending a replacement item or issuing a full refund, including any shipping costs. We may request that the damaged item be returned to us for quality control purposes.
7. Lost or Missing Packages
If your package appears to be lost in transit, please contact us and we will work with the shipping carrier to locate your package. Please allow sufficient time for delivery before reporting a package as lost. If the package cannot be located, we will work with you to either ship a replacement or issue a refund.
We are not responsible for packages that show as delivered but are reported as not received. In such cases, we recommend contacting your local postal service and filing a claim. We may require a police report or other documentation before issuing a replacement or refund.
8. International Returns
For international orders, return shipping costs are the responsibility of the customer. We recommend using a trackable shipping method, as we cannot be responsible for lost returns. International customers are responsible for any customs duties, taxes, or fees associated with the return shipment.
Refunds for international orders will be processed in the original currency of the transaction. Please note that exchange rate fluctuations may affect the final refund amount in your local currency.
9. Gift Returns
If you received an item as a gift and wish to return it, please contact us with the order number (if known) or other purchase details. Gift returns will be processed as store credit rather than a refund to the original payment method, unless the gift-giver provides consent for a refund to their payment method.
10. Sale and Promotional Items
Items purchased during sales or with promotional discounts are subject to the same return policy unless otherwise stated at the time of purchase. However, refunds for promotional items will be issued at the price paid, not the original retail price. Items marked as "final sale" cannot be returned or exchanged.
11. Cancellations
If you wish to cancel your order, please contact us as soon as possible. Orders can typically be cancelled if they have not yet been processed for shipping. Once an order has been shipped, it cannot be cancelled and must be processed as a return.
Custom orders may not be cancelled once production has begun. If you need to cancel a custom order, please contact us immediately to discuss your options.
12. Policy Updates
We reserve the right to modify this Return Policy at any time. Changes will be effective immediately upon posting to the website. Your continued use of our website following the posting of changes constitutes your acceptance of such changes. We encourage you to review this policy periodically for any updates.
13. Contact Information
If you have any questions about our Return Policy or need assistance with a return, please contact us:
Ghivexonzul
110a Cuba Street, Te Aro, Wellington 6011, New Zealand
Phone: +64 4 801 5974
Email: mailuse@ghivexonzul.world
Our customer service team is available Tuesday through Saturday, 10:00 AM to 5:00 PM NZST. We strive to respond to all enquiries within 24-48 business hours.