Return Policy

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This Return Policy outlines the terms and conditions for returns, refunds, and cancellations of seasonal decoration services provided by Khivaronkhex.

Return Period

Due to the custom nature of our seasonal decorations and services, returns are subject to specific terms and conditions. Customers may request a return or refund within 14 days of delivery or installation completion, provided the items meet our return conditions outlined below.

For service-based arrangements, the return period begins from the date of service completion. For physical items, the return period begins from the date of delivery.

Return Conditions

To be eligible for a return, the following conditions must be met:

• Items must be in their original condition, unused, and undamaged
• Items must be in their original packaging, if applicable
• A valid proof of purchase or order confirmation must be provided
• The return request must be made within the specified return period
• Items must not have been customized or altered in any way
• Seasonal decorations must be returned during the same season they were purchased

We reserve the right to refuse returns that do not meet these conditions. In cases where items are damaged due to customer handling or misuse, returns may be declined or subject to a restocking fee.

Cost of Return Shipping

Unless the return is due to our error or a defective product, the customer is responsible for all return shipping costs. Return shipping charges are non-refundable and will be deducted from any refund amount, where applicable.

If you believe the return is due to an error on our part or a defect in the product, please contact us immediately. We will investigate the matter and, if confirmed, we will cover the cost of return shipping.

For large or heavy items, we recommend using a tracked shipping service to ensure safe return delivery. We are not responsible for items lost or damaged during return shipping.

Return Process

To initiate a return, please follow these steps:

1. Contact us within the return period to notify us of your intention to return items
2. Provide your order number, purchase date, and reason for return
3. Wait for our confirmation and return authorization
4. Package the items securely in their original packaging, if available
5. Ship the items to the address provided in the return authorization
6. Include a copy of the return authorization or order confirmation in the package

Once we receive and inspect the returned items, we will notify you of the status of your return. If approved, your refund will be processed according to our refund procedure outlined below.

Please note that processing returns may take 5-10 business days after we receive the items.

Non-Returnable Items

The following items and services are not eligible for return or refund:

• Custom-made or personalized decorations specifically designed for your space
• Seasonal decorations that have been used, damaged, or altered
• Perishable items such as fresh flowers or live plants
• Services that have already been performed, including consultations and installations
• Items purchased more than 14 days ago
• Items without proof of purchase
• Gift cards or promotional vouchers

Exceptions may be made in cases of defects or errors on our part, which will be evaluated on a case-by-case basis.

General Legal Requirements

This Return Policy complies with the Consumer Guarantees Act 1993 and the Fair Trading Act 1986 of New Zealand. Under these laws, consumers have certain rights and guarantees that cannot be excluded or limited.

Our policy is in addition to, and does not replace, your rights under New Zealand consumer protection laws. If a product has a major failure or does not meet consumer guarantees, you may be entitled to a replacement or refund, regardless of the terms of this policy.

If you believe a product has a major failure, please contact us immediately to discuss your options.

Order Cancellation Policy

You may cancel your order before it has been processed or prepared. To cancel an order, please contact us as soon as possible using the contact information provided below.

Cancellation requests made before processing will receive a full refund. Cancellations made after processing has begun but before completion may be subject to a cancellation fee of up to 25% of the order value to cover costs already incurred.

Once an order has been completed, shipped, or installed, it cannot be cancelled, but you may be eligible for a return under the terms of this Return Policy.

For custom orders, cancellation may not be possible once design work has commenced, as these items are made specifically for you. Please contact us to discuss your specific situation.

Refund Procedure

Once your return is approved, we will initiate a refund to your original method of payment. Refunds will be processed within 5-10 business days after we receive and inspect the returned items.

Please note:

• Refunds will be issued in the same form as the original payment
• Original shipping charges are non-refundable unless the return is due to our error
• Return shipping costs, if applicable, will be deducted from the refund amount
• It may take additional time for the refund to appear in your account, depending on your bank or payment provider

If you have not received your refund within the expected timeframe, please contact us. We will investigate and resolve the issue promptly.

In cases where a refund cannot be processed to the original payment method, we may issue store credit or an alternative refund method, which will be discussed with you directly.

Contact Information

For questions about returns, refunds, or cancellations, please contact us:

Khivaronkhex
326 Colombo Street
Sydenham, Christchurch 8011
New Zealand
Email: callme@khivaronkhex.world
Phone: +64 3 337 9217

When contacting us about a return, please include your order number, purchase date, and a detailed description of the reason for return to help us process your request efficiently.