Return Policy

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At Flamescentae, we strive to provide high-quality gift wrapping services and handmade gift boxes. This Return Policy outlines our policies regarding returns, refunds, and cancellations.

Gift Wrapping Services

Since our gift wrapping services involve custom work tailored to your specific needs, returns are generally not applicable once the wrapping is complete. However, we are committed to ensuring your satisfaction:

• If you are not satisfied with the completed wrapping, please contact us within 48 hours of receiving your wrapped gift
• We will work with you to address any concerns and may offer to re-wrap the item if the issue is due to our error
• Refunds may be considered on a case-by-case basis for service-related issues

Handmade Gift Boxes

For our handmade gift boxes:

• You may return unopened gift boxes within 7 days of receipt for a full refund
• The gift box must be in its original condition and packaging
• Custom or personalized gift boxes are not eligible for return unless there is a defect or error on our part
• Return shipping costs are the responsibility of the customer unless the return is due to our error

Cancellation Policy

You may cancel your order under the following conditions:

• Standard Orders: Cancellations must be made within 24 hours of order placement for a full refund
• Custom Orders: Cancellations must be made before work begins. Once work has started, cancellation may result in a partial refund based on work completed
• Rush Orders: Cancellation policies may vary and will be communicated at the time of order

Refund Process

If you are eligible for a refund:

• Refunds will be processed within 5-10 business days of approval
• Refunds will be issued to the original payment method
• You will receive email confirmation once the refund has been processed

Damaged or Defective Items

If you receive a damaged or defective item:

• Please contact us immediately with photos of the damage
• We will arrange for a replacement or full refund at no cost to you
• We may request return of the damaged item for quality control purposes

Return Shipping

For eligible returns:

• Items must be returned to: 59b The Glade South, Pukekohe, Auckland 2120, New Zealand
• Please use a trackable shipping method
• We recommend insuring return shipments
• Flamescentae is not responsible for items lost or damaged during return shipping

Non-Returnable Items

The following items are not eligible for return:

• Custom or personalized gift wrapping that has been completed
• Gift boxes that have been opened or items that have been consumed
• Items damaged due to customer misuse or mishandling
• Services that have been fully completed

Contact Us for Returns

To initiate a return or discuss a refund, please contact us:

Flamescentae
59b The Glade South, Pukekohe, Auckland 2120, New Zealand
Phone: +642108093180
Email: info@flamescentae.world

Please include your order number and reason for return in your communication.

Consumer Rights

Nothing in this policy affects your statutory rights as a consumer under New Zealand consumer protection laws. If you believe a product or service does not meet acceptable quality standards, you may have additional rights under the Consumer Guarantees Act 1993.

Under the Consumer Guarantees Act, you have the right to:

• Receive goods and services that are of acceptable quality
• Receive goods that match their description
• Receive services that are carried out with reasonable care and skill
• Seek remedies if goods or services fail to meet these guarantees

If you have concerns about the quality of our services or products, please contact us immediately so we can address the issue.

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