Return Policy

Last updated: 2025

At Xlexironghor, we want you to be completely satisfied with your purchase. This Return Policy outlines the terms and conditions for returning items purchased from us.

Return Period

You have 14 days from the date of delivery to return any item purchased from us, in accordance with the Consumer Guarantees Act 1993 and the Fair Trading Act 1986. This return period applies to items that are unused, in their original condition, and in their original packaging.

For custom-made or personalized items, the return period may vary. Please contact us before placing your order if you have questions about the return policy for custom items.

Return Conditions

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

• Items must be unused and in their original condition
• Items must be in their original packaging with all tags and labels attached
• Items must not show signs of wear, damage, or alteration
• Items must be returned within the specified return period
• A valid proof of purchase must be provided

Items that do not meet these conditions may be refused for return, or a restocking fee may apply.

Cost of Return Shipping

If you are returning an item due to a defect, error on our part, or if the item does not match its description, we will cover the cost of return shipping. In such cases, we will provide you with a prepaid return shipping label.

If you are returning an item for any other reason (change of mind, incorrect size selection, etc.), you are responsible for the cost of return shipping. We recommend using a tracked shipping service to ensure your return reaches us safely.

Original shipping costs are non-refundable unless the return is due to our error or a defective product.

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 the item
2. Provide your order number and reason for return
3. We will provide you with return instructions and, if applicable, a return authorization number
4. Package the item securely in its original packaging, including all accessories and documentation
5. Include a copy of your proof of purchase and the return authorization number (if provided)
6. Ship the item to the address provided in the return instructions

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed within 10 business days.

Non-Returnable Items

The following items are not eligible for return unless they are defective or we have made an error:

• Custom-made or personalized items that have been specifically created to your specifications
• Items that have been used, damaged, or altered
• Items without original packaging or missing components
• Items returned after the specified return period
• Gift cards and vouchers
• Items purchased on clearance or final sale

If you have questions about whether an item is returnable, please contact us before making your purchase.

General Legal Requirements

Under New Zealand consumer law, you are entitled to certain guarantees when you purchase goods:

• Acceptable quality: Goods must be of acceptable quality, fit for purpose, and match their description
• Fitness for purpose: Goods must be fit for any particular purpose you made known to us
• Match description: Goods must match any description or sample provided
• Reasonable price: If the price is not agreed, you must pay a reasonable price

If goods do not meet these guarantees, you may be entitled to a repair, replacement, or refund. These rights cannot be excluded, restricted, or modified.

Order Cancellation Policy

You may cancel your order before it has been shipped. To cancel an order, please contact us as soon as possible. Once an order has been shipped, it cannot be cancelled, but you may return it in accordance with this Return Policy.

For custom-made items, cancellation may not be possible once production has begun. If you wish to cancel a custom order, please contact us immediately, and we will assess whether cancellation is possible and any applicable fees.

If we are unable to fulfill your order for any reason, we will notify you and provide a full refund.

Refund Procedure

Refunds will be processed using the same payment method used for the original purchase. Processing times may vary depending on your payment provider:

• Credit and debit card refunds: 5-10 business days
• Bank transfer refunds: 3-5 business days
• PayPal refunds: 3-5 business days

Refunds will be issued for the purchase price of the item, less any applicable restocking fees. Original shipping costs are only refunded if the return is due to our error or a defective product.

If you receive a refund, the associated transaction will appear on your account statement. Please note that we cannot expedite refund processing times, as these are controlled by payment providers.

Contact Information

If you have questions about returns, need to initiate a return, or require assistance with any aspect of this policy, please contact us:

Xlexironghor
12 Battersea Street
Sydenham, Christchurch 8023
New Zealand
Phone: +64 3 365 1313
Email: callme@xlexironghor.world

We aim to respond to all return inquiries within 2 business days and will work with you to resolve any issues promptly and fairly.