Return Policy

Return Period

You have the right to return eligible items within 14 days of delivery or collection. The return period begins on the day you receive the goods. To be eligible for a return, items must be in their original condition, unused, and with all original packaging and tags attached.

For services, cancellation rights may vary depending on the stage of service delivery. Please contact us as soon as possible if you wish to cancel a service arrangement.

Return Conditions

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

• Items must be in their original condition, unused, and unopened
• Original packaging must be intact and included
• All tags, labels, and documentation must be present
• Items must not show signs of wear, damage, or misuse
• Proof of purchase must be provided

We reserve the right to refuse returns that do not meet these conditions or to deduct from the refund amount to cover the diminished value of goods that have been used or damaged.

Cost of Return Shipping

If you are returning items because they are faulty, defective, or not as described, we will cover the cost of return shipping. Please contact us to arrange the return.

If you are returning items for any other reason, you will be responsible for the cost of return shipping unless otherwise agreed. We recommend using a tracked shipping service to ensure the items reach us safely.

Return Process

To initiate a return, please contact us using the contact information provided below. We will provide you with return instructions and, where applicable, a return authorization number.

Please include the following information when contacting us about a return:

• Order number or proof of purchase
• Item description and reason for return
• Preferred method of refund

Once we receive and inspect the returned items, we will process your refund. Please allow 5-10 business days for the refund to appear in your account after we have processed it.

Non-Returnable Items

The following items are not eligible for return unless they are faulty or not as described:

• Custom-made or personalised items
• Items that have been used or damaged after delivery
• Items without original packaging or tags
• Perishable goods
• Intimate or sanitary goods
• Services that have been fully or partially delivered

General Legal Requirements

This return policy complies with the Consumer Guarantees Act 1993 and Fair Trading Act 1986 of New Zealand. Under New Zealand consumer law, you have certain rights that cannot be excluded, including rights relating to goods that are faulty, not as described, or not fit for purpose.

Nothing in this policy affects your statutory rights as a consumer. If goods are faulty or not as described, you may have additional rights beyond this return policy.

Order Cancellation Policy

You may cancel an order before it has been dispatched. Once an order has been dispatched, standard return procedures apply. If you wish to cancel an order, please contact us immediately. If the order has already been processed, you may return the items in accordance with this Return Policy.

For custom orders or services, cancellation rights may be subject to specific terms agreed at the time of purchase. Please refer to your service agreement or order confirmation for details.

Refund Procedure

Refunds will be processed using the same payment method used for the original purchase, unless otherwise agreed. Refunds typically take 5-10 business days to appear in your account after processing, depending on your payment provider.

If you paid by credit or debit card, the refund will be credited to the same card. If payment was made by bank transfer, we will require your bank account details to process the refund.

We reserve the right to deduct from the refund amount to cover any costs associated with the return, such as shipping costs, restocking fees, or the diminished value of returned goods, where permitted by law.

Contact Information

For returns, refunds, or any questions about this policy, please contact us:

Soywaxflame
Simeon park, Spreydon
Christchurch 8024, New Zealand
Email: callme@soywaxflame.world
Phone: +64 27 230 3915