Return Policy

Our Commitment to You

At Ghunexarozapux, we want you to be completely satisfied with your purchase. We understand that sometimes a product may not meet your expectations or requirements, which is why we have established this Return Policy to provide clear guidelines for returns, exchanges, and refunds. Our goal is to make the return process as straightforward and hassle-free as possible while maintaining fair policies for all our customers.

We stand behind the quality of every product we sell and are committed to resolving any issues you may encounter. Whether you received a defective item, the wrong product, or simply changed your mind, we are here to help. Please read this policy carefully to understand your rights and the procedures for initiating a return.

General Return Policy

We accept returns of most items within thirty days of the original purchase date. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging with all tags and labels intact. Items that have been opened, used, or damaged by the customer may not be eligible for a full refund, though we will assess each situation individually.

To initiate a return, please contact us with your order details and reason for return. We will provide you with instructions on how to proceed and, where applicable, a return authorisation number. Returns sent without prior authorisation may experience delays in processing. We recommend keeping your receipt or proof of purchase as this will be required for all returns.

Return Timeframes

All return requests must be initiated within thirty days of receiving your order. After thirty days, unfortunately, we cannot offer you a refund or exchange unless the product is defective or damaged. For items received as gifts, returns may be processed within thirty days of the gift recipient receiving the item, provided the original purchaser's receipt or order confirmation can be verified.

During peak seasons and holidays, we understand that gift purchases may require additional flexibility. If you purchase items as gifts during the holiday season, please contact us to discuss extended return options. We aim to be fair and accommodating while ensuring our policies remain sustainable for our business.

Non-Returnable Items

Certain types of items cannot be returned for hygiene, safety, or practical reasons. Non-returnable items include opened ink bottles, used pens that have been inked, custom or personalised items, items purchased on clearance or final sale, and any products that have been modified or altered from their original state. Gift cards are also non-refundable but never expire.

For hygiene reasons, we cannot accept returns on items that come into direct contact with skin or that cannot be resold once opened. This includes certain art supplies, personal craft tools, and items where the seal has been broken. If you are unsure whether an item is returnable, please contact us before making your purchase or before attempting to return the item.

Defective or Damaged Items

If you receive an item that is defective, damaged, or not as described, please contact us immediately and no later than seven days after receiving your order. We take quality seriously and will work with you to resolve the issue promptly. Depending on the nature of the problem, we may offer a replacement, exchange, or full refund including any shipping costs you may have incurred.

When reporting a defective or damaged item, please provide photographs of the damage and the packaging, as this helps us process your claim more efficiently and improve our packaging and shipping practices. We may also ask you to return the defective item for quality control purposes, in which case we will cover the return shipping costs.

Exchanges

If you need to exchange an item for a different size, colour, or product, please contact us to discuss your options. Exchanges are subject to availability of the desired item. If the replacement item is of a higher value, you will be responsible for paying the difference. If the replacement item is of a lower value, we will refund the difference to your original payment method.

For the fastest service, we recommend returning the original item for a refund and placing a new order for the desired item. This ensures you receive your new item as quickly as possible while we process the return of the original item. However, if you prefer to process a direct exchange, we are happy to accommodate this request where stock allows.

Refund Process

Once we receive and inspect your returned item, we will send you an email notification confirming receipt. We will also notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within five to ten business days. Please note that the time it takes for the refund to appear in your account may vary depending on your financial institution.

If you have not received your refund after ten business days following our confirmation of approval, please first check your bank account again and then contact your credit card company or bank, as it may take some time before your refund is officially posted. If you have done this and still have not received your refund, please contact us and we will investigate the matter further.

Return Shipping

Customers are responsible for paying return shipping costs unless the return is due to our error, such as a defective product, wrong item shipped, or damage during transit. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund unless we have agreed to cover these costs.

We recommend using a trackable shipping service and purchasing shipping insurance for items of significant value. We cannot guarantee that we will receive your returned item, and we are not responsible for items lost or damaged in transit during the return shipping process. Keeping your tracking information will help us locate your package if there are any delays.

In-Store Returns

If you purchased your item at our physical store in Napier, you may return it to the same location. Please bring your original receipt and the item in its original condition and packaging. In-store returns follow the same timeframes and conditions as outlined in this policy. Our staff will be happy to assist you with any questions or concerns regarding your return.

For items purchased online, you may also have the option to return them to our physical store, subject to the same conditions. Please contact us in advance to confirm this option is available and to ensure the store is prepared to process your return. This can be a convenient option if you prefer to receive your refund or exchange immediately.

Special Circumstances

We understand that sometimes circumstances arise that may fall outside the standard return policy. If you have a special situation, such as an extended absence, a product that developed a defect shortly after the return window, or other extenuating circumstances, please contact us to discuss your options. While we cannot guarantee exceptions to our policy, we will consider each request on a case-by-case basis and do our best to find a fair resolution.

For bulk orders, corporate purchases, or educational institution orders, different return terms may apply. Please contact us at the time of purchase to discuss the specific return terms that will apply to your order. We are happy to work with organisations to establish terms that meet their needs while remaining fair to all parties involved.

Contact Us

If you have any questions about our return policy or need assistance with a return, please do not hesitate to contact us. Our customer service team is here to help ensure your satisfaction with your purchase and to make the return process as smooth as possible.

Ghunexarozapux
409 Marine Parade, Napier South, Napier 4110, New Zealand
Phone: +64 6-835-3355
Email: connectuse@ghunexarozapux.world