Our Commitment
At shoraxilstyx, we take pride in the quality of our curtains, upholstery, and home textile products. We want you to be completely satisfied with your purchase. This policy outlines our approach to returns and refunds.
Custom-Made Products
As most of our products are custom-made to your specifications, including curtains, reupholstered furniture, and bespoke soft furnishings, these items are not eligible for return due to change of mind. We strongly recommend reviewing fabric samples and measurements carefully before placing your order.
Faulty or Incorrect Products
If you receive a product that is faulty or does not match your order specifications, please contact us within 7 days of delivery. We will:
- Arrange for inspection of the item
- Repair or remake the product at no additional cost
- Offer a full refund if the issue cannot be resolved
Fabric Samples
Fabric samples provided during consultations are for reference purposes. While we strive for accuracy, slight variations in colour, texture, or pattern may occur between samples and final products due to dye lots. These natural variations are not considered defects.
Installation Issues
If you experience any issues with the installation of your curtains or blinds, please contact us within 14 days. Our installation team will return to address any concerns at no additional charge.
Refund Process
When a refund is approved:
- Refunds will be processed within 10 business days
- Refunds will be returned to the original payment method
- You will receive confirmation once the refund is processed
Cancellations
Orders may be cancelled within 48 hours of confirmation for a full refund of your deposit. After this period, cancellations may be subject to fees based on work already completed or materials ordered.
Consumer Guarantees
This policy does not affect your rights under the New Zealand Consumer Guarantees Act. Products must be of acceptable quality, fit for purpose, and match their description.
How to Request a Return
To request a return or report an issue, please contact us with:
- Your order number or invoice reference
- Description of the issue
- Photographs of any defects or problems
Contact Us
For returns enquiries, please contact us:
Email: managers@shoraxilstyx.world
Phone: +64 9 523 3655
Address: 10 Melrose Street, Newmarket, Auckland 1023, New Zealand