At squixellghunel, we take great pride in our handcrafted products and are committed to ensuring your complete satisfaction. We understand that occasionally you may need to return or exchange an item, and we've created this policy to make the process as straightforward as possible.
1. Standard Products
For non-custom, standard products from our collections:
Returns and Exchanges
- You may return or exchange standard products within 14 days of receiving your order.
- Items must be unused, in their original packaging, and in the same condition as when you received them.
- To initiate a return or exchange, please contact us at assist@squixellghunel.world to obtain a Return Merchandise Authorization (RMA) number.
- Please include your order number and the reason for the return or exchange.
Refunds
- Once we receive your returned item, we will inspect it and notify you of the status of your refund.
- If approved, your refund will be processed to the original method of payment within 5-7 business days.
- The original shipping charges are non-refundable unless the return is due to our error or a defective product.
- You are responsible for the cost of return shipping unless the return is due to our error or a defective product.
2. Custom Orders
Due to the personalized nature of our custom products:
- Custom orders cannot be returned or exchanged unless there is a production defect.
- We require written approval of designs before production begins to ensure your complete satisfaction.
- The 50% deposit required for custom orders is non-refundable once design work has commenced.
- If you believe your custom product has a defect, please contact us within 7 days of receiving your order with detailed photos of the issue.
3. Damaged or Defective Items
If you receive an item that is damaged or defective:
- Please contact us within 7 days of receiving your order.
- Provide photographs clearly showing the damage or defect.
- We will either replace the item or issue a full refund, including shipping costs, at our discretion.
- For international orders, we may request that you obtain a certification of damage from your local postal service.
4. Shipping and Handling of Returns
To ensure the safe return of your items:
- Package your return securely to prevent damage during transit.
- We recommend using a tracked shipping service, as we cannot be responsible for items lost during return shipping.
- Include your RMA number clearly marked on the outside of the package.
- Ship returns to: squixellghunel, 77a Victoria Street West, Auckland Central, Auckland 1010, New Zealand.
5. Special Circumstances
We understand that exceptional situations may occur, and we will consider them on a case-by-case basis. Please contact us to discuss your specific circumstances, and we will do our best to find a reasonable solution.
6. Holiday Season Extended Returns
For purchases made between November 1 and December 24, our return period is extended to January 15 of the following year to accommodate holiday gifting.
7. Contact Us
If you have any questions about our Return Policy, please contact us at:
squixellghunel
77a Victoria Street West
Auckland Central, Auckland 1010
New Zealand
Email: assist@squixellghunel.world
Phone: +64 21 247 4798
Note: This Return Policy applies only to items purchased directly from squixellghunel website or our Auckland studio. If you purchased our products from a retailer or another third party, please refer to their return policy.
