Return Policy

Last Updated:

1. Overview

At Vorgyronaphan, we take pride in the quality and craftsmanship of our handmade décor products. We want you to be completely satisfied with your purchase. This Return Policy outlines the terms and conditions for returning products purchased from our website.

Please read this policy carefully before making a purchase. By placing an order with us, you acknowledge that you have read, understood, and agree to this Return Policy.

2. Return Eligibility

2.1 General Return Conditions

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

  • The item must be returned within 14 days of receipt
  • The item must be unused and in the same condition as received
  • The item must be in its original packaging with all tags and labels attached
  • Proof of purchase (receipt or order confirmation) must be provided
  • The item must not be a custom-made or personalized product

2.2 Non-Returnable Items

The following items cannot be returned:

  • Custom-made or personalized products created to your specifications
  • Items marked as final sale or clearance
  • Products that have been used, damaged, or altered after delivery
  • Items without original packaging, tags, or labels
  • Gift cards or digital products
  • Products purchased from third-party retailers

3. Return Process

3.1 Initiating a Return

To initiate a return, please follow these steps:

  • Contact us within 14 days of receiving your order
  • Provide your order number and reason for return
  • Wait for return authorization and instructions from our team
  • Package the item securely in its original packaging
  • Ship the item to the address provided in the return authorization

3.2 Return Shipping

Return shipping costs are the responsibility of the customer unless:

  • The item received was defective or damaged
  • We sent the wrong item
  • The item significantly differs from its description

We recommend using a trackable shipping service and purchasing shipping insurance for returns. We are not responsible for items lost or damaged during return shipping.

3.3 Return Address

Returns should be sent to:

Vorgyronaphan
470 Richmond Road, Grey Lynn
Auckland 1021, New Zealand

Please do not send returns without prior authorization, as unauthorized returns may not be accepted or processed.

4. Refunds

4.1 Refund Processing

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 7-10 business days to your original payment method.

4.2 Refund Amount

Refunds will include:

  • The full purchase price of the returned item
  • Original shipping costs (if the return is due to our error)

Refunds will not include:

  • Return shipping costs (unless the return is due to our error)
  • Original shipping costs (for customer-initiated returns)
  • Any customs, duties, or import fees

4.3 Partial Refunds

Partial refunds may be granted in the following situations:

  • Items showing obvious signs of use or wear
  • Items returned more than 14 days after delivery
  • Items not in original condition or missing parts not due to our error
  • Items returned without prior authorization

4.4 Refund Delays

If you have not received your refund within the specified timeframe, please:

  • Check your bank account or credit card statement
  • Contact your credit card company or bank, as processing times may vary
  • Contact us if you have completed these steps and still have not received your refund

5. Exchanges

5.1 Exchange Policy

We accept exchanges for the same item in a different size, color, or style, subject to availability. To request an exchange:

  • Contact us within 14 days of receiving your order
  • Specify the item you wish to exchange and your preferred replacement
  • Follow the return process outlined above
  • We will ship the replacement item once we receive and approve your return

5.2 Exchange Shipping

For exchanges, customers are responsible for return shipping costs. We will cover the shipping cost for sending the replacement item, unless the exchange is due to our error, in which case we will cover both shipping costs.

6. Damaged or Defective Items

6.1 Reporting Damage or Defects

If you receive a damaged or defective item, please contact us immediately and within 48 hours of delivery. Provide:

  • Your order number
  • Clear photographs of the damaged or defective item
  • A detailed description of the issue
  • Photographs of the packaging if damage appears to be shipping-related

6.2 Resolution Options

For damaged or defective items, we will offer one of the following solutions:

  • Full refund including original shipping costs
  • Replacement item at no additional cost
  • Partial refund if you wish to keep the item
  • Store credit for future purchases

6.3 Handmade Variations

Please note that slight variations in handmade products are normal and expected. These include minor differences in:

  • Color and texture
  • Size and dimensions (within reasonable tolerances)
  • Pattern and design details
  • Material appearance

Such variations are not considered defects and do not qualify for returns or refunds unless they significantly differ from the product description.

7. Wrong Item Received

If you receive the wrong item, please contact us immediately. We will:

  • Arrange for the return of the incorrect item at our expense
  • Ship the correct item to you at no additional cost
  • Expedite the replacement shipment when possible
  • Provide a full refund if the correct item is unavailable

8. Cancellations

8.1 Order Cancellation

You may cancel your order within 24 hours of placement for a full refund, provided the item has not yet been shipped. To cancel an order, contact us immediately with your order number.

8.2 Cancellation After Shipment

Once an item has been shipped, cancellation is no longer possible. You may refuse delivery or follow the standard return process once you receive the item.

8.3 Custom Orders

Custom-made or personalized orders cannot be cancelled once production has begun. We will notify you when production starts, typically within 24-48 hours of order placement.

9. International Returns

For international orders:

  • Return shipping costs and any customs fees are the customer's responsibility
  • Items must be returned within 14 days of delivery
  • Refunds will be issued in the original currency of purchase
  • Customers are responsible for any import duties or taxes incurred during return shipping
  • We recommend using a trackable international shipping service

10. Inspection and Quality Control

All returned items are subject to inspection upon receipt. We reserve the right to:

  • Refuse returns that do not meet our return policy criteria
  • Issue partial refunds for items not in original condition
  • Charge restocking fees for unauthorized or late returns
  • Return items to the customer if they are not eligible for refund

11. Store Credit

As an alternative to refunds, we may offer store credit that can be used for future purchases. Store credit:

  • Never expires
  • Can be applied to any product on our website
  • Is non-transferable
  • Cannot be redeemed for cash

12. Restocking Fees

We do not typically charge restocking fees. However, a restocking fee of up to 20% may be applied in the following circumstances:

  • Returns made after the 14-day return window
  • Items returned without prior authorization
  • Items returned in unsellable condition due to customer handling
  • Large or bulky items requiring special handling

13. Contact Us

If you have questions about our Return Policy or need assistance with a return, please contact us:

Vorgyronaphan
470 Richmond Road, Grey Lynn
Auckland 1021, New Zealand
Phone: +64 9 376 7011
Email: hello@vorgyronaphan.world

Our customer service team is available Monday through Friday, 9:00 AM to 5:00 PM NZST.

14. Policy Changes

We reserve the right to modify this Return Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our website and services following any changes indicates your acceptance of the updated policy. We encourage you to review this policy periodically.

15. Consumer Rights

This Return Policy does not affect your statutory rights under New Zealand consumer protection laws. If a product is faulty or not as described, you may be entitled to additional remedies under the Consumer Guarantees Act 1993.