Squablontydhex

Return Policy

Last updated: 12 March 2025

1. Introduction

This Return Policy explains how you can return products purchased from Squablontydhex ("we", "us", "our") via the website squablontydhex.world and how refunds are processed. It applies to purchases made in New Zealand and is designed to comply with the New Zealand Consumer Guarantees Act 1993 ("CGA") and the Fair Trading Act 1986 where applicable. This policy should be read together with our Terms of Service.

Our contact details are:

Squablontydhex
1A/155 Queen Street, Auckland CBD, Auckland 1010, New Zealand
Email: team@squablontydhex.world
Phone: +64 9 941 4911

If you have any questions about returns or refunds, please contact us using the details above.

2. Your rights under the Consumer Guarantees Act

If you are a "consumer" under the CGA, you have statutory guarantees that the goods we supply are of acceptable quality, fit for any disclosed purpose, match their description, and that we have the right to sell them. If the goods fail to meet a consumer guarantee, you may be entitled to a remedy (repair, replacement, or refund) depending on whether the failure is major or minor. We cannot exclude these guarantees. This Return Policy does not limit your rights under the CGA; it sets out our voluntary return and refund process in addition to your statutory rights. If you believe the goods do not comply with a consumer guarantee, please contact us and we will work with you to resolve the issue in accordance with the CGA.

3. Voluntary 14-day return right (change of mind)

In addition to your rights under the CGA, we offer a voluntary 14-day return right for change of mind. If you are not satisfied with your purchase for any reason other than a fault or failure to meet a consumer guarantee, you may return the product within 14 calendar days of the date you received it, subject to the conditions below. This is a goodwill policy and not a legal obligation; we may amend or withdraw it at any time for future orders, but any such change will not affect returns for orders already placed.

3.1 Conditions for change-of-mind returns

  • The product must be returned within 14 calendar days of the delivery date.
  • The product must be unused, unopened, and in its original packaging with seals intact, so that we can resell it in new condition.
  • You must contact us first to request a return and obtain return instructions. We will provide you with the return address and any reference number to include.
  • You are responsible for the cost of returning the product to us unless we have agreed otherwise (e.g. in the case of a faulty product). We recommend using a trackable delivery method.
  • We will process the refund only after we have received the returned product and verified that it meets the conditions above.

3.2 Refund for change of mind

If your return is accepted under this voluntary policy, we will refund the purchase price you paid for the product (excluding original shipping costs, unless we have agreed to refund those). The refund will be made using the same payment method you used for the order, unless we agree otherwise. We will process the refund within 14 business days of receiving the returned product. Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.

4. Faulty or non-compliant products

If you receive a product that is faulty, damaged in transit, or does not match the description or your order (e.g. wrong product or quantity), please contact us as soon as possible. We will work with you to resolve the issue. Depending on the circumstances, we may offer:

  • Replacement: we may send you a replacement product at no extra cost.
  • Refund: we may refund the full purchase price including any shipping costs you paid, once we have received the returned product (or confirmed that return is not required).
  • Partial refund: in some cases we may agree to a partial refund (e.g. if the product is partially used but we accept a return).

Where the product fails to meet a consumer guarantee under the CGA, your remedy (repair, replacement, or refund) will be in accordance with the CGA. We may ask you to provide evidence (e.g. photos or description of the fault) to help us process your claim. We will not unreasonably refuse a valid claim.

5. How to request a return

To request a return:

  1. Contact us by email at team@squablontydhex.world or by phone at +64 9 941 4911. Please include your order number (if you have one), the product name, the reason for the return, and any relevant details (e.g. photos for faulty items).
  2. We will respond within a reasonable time (typically within 2 business days) with return instructions, including the return address and any reference to include on the package.
  3. Pack the product securely in its original packaging if possible, and send it to the address we provide. For change-of-mind returns, you are responsible for return postage unless we agree otherwise. For faulty or incorrect items, we may arrange and pay for return shipping.
  4. Once we receive and inspect the product, we will notify you of the outcome and process any refund or replacement in accordance with this policy and the CGA.

6. Refund method and timing

Refunds will be made to the same payment method you used for the original order (e.g. the same card or account), unless we agree otherwise. We will process the refund within 14 business days of receiving the returned product and approving the return, or within 14 business days of agreeing that a refund is due (e.g. for a faulty product where we do not require return). The time for the refund to appear in your account depends on your bank or payment provider and may take an additional 5–10 business days. If you have not received your refund after this period, please contact us and we will investigate.

7. Exclusions

We may refuse a return or refund (other than where required by the CGA) in the following situations:

  • The product has been used, opened, or is not in resaleable condition (for change-of-mind returns).
  • The return request is made after the 14-day period (for change-of-mind returns).
  • The product was damaged after delivery due to misuse, accident, or your actions.
  • The request is fraudulent or abusive (e.g. repeated false claims).
  • We have already provided a replacement or refund for the same order.

If we refuse a return, we will explain the reason. You may still have rights under the CGA if the goods do not meet a consumer guarantee.

8. Cancellation before dispatch

If you wish to cancel your order before it has been dispatched, please contact us as soon as possible. If we have not yet dispatched the product, we will cancel the order and refund the full amount you paid, including any shipping charge. Refunds will be processed within 14 business days. If the order has already been dispatched, you may return the product in accordance with the 14-day return right set out in section 3, subject to the conditions there.

9. International orders

This Return Policy is written for customers in New Zealand. If you are located outside New Zealand and have purchased from us, please contact us to discuss return and refund options. Your local consumer laws may also apply.

10. Changes to this policy

We may update this Return Policy from time to time. The "Last updated" date at the top will be revised when we make changes. Changes apply to returns requested after the updated policy is published. For orders placed before a change, we will apply the policy that was in place at the time of your order, unless the change is more favourable to you or we are required by law to apply a different approach.

11. Contact

For return requests or questions about this Return Policy, please contact:

Squablontydhex
1A/155 Queen Street, Auckland CBD, Auckland 1010, New Zealand
Email: team@squablontydhex.world
Phone: +64 9 941 4911