Return & Refund Policy

1. Our Commitment to You

At Zalex, we take pride in the quality of our handcrafted pieces. We want you to be completely satisfied with your purchase. This Return & Refund Policy outlines the terms and conditions for returns and refunds.

2. 30-Day Satisfaction Guarantee

We offer a 30-day satisfaction guarantee on all ready-made items. If you are not completely satisfied with your purchase, you may return it within 30 days of delivery for a full refund, subject to the conditions outlined below.

Conditions for Returns

• Item must be in its original condition, unused and undamaged
• Item must be returned in its original packaging
• Return must be initiated within 30 days of delivery
• Proof of purchase (receipt or order confirmation) must be provided

3. Custom Commissioned Pieces

Custom commissioned pieces are created specifically to your specifications and are generally non-refundable. However, we will offer a refund or remake if:

• The piece does not match the agreed-upon specifications
• There is a defect in materials or workmanship
• The piece was damaged during creation or delivery through our fault

Any concerns about custom pieces must be raised within 7 days of delivery. We will work with you to resolve any issues to your satisfaction.

4. Damaged or Defective Items

We carefully package all items to ensure safe delivery. However, if your item arrives damaged or you discover a defect, please contact us immediately:

• Take photos of the damage and packaging
• Contact us within 48 hours of delivery
• Do not discard the packaging

We will arrange for a replacement or full refund at no additional cost to you, including return shipping.

5. How to Initiate a Return

To return an item, please follow these steps:

1. Contact us via phone (+46 708 726 803) or email (info@zalex.world)
2. Provide your order number and reason for return
3. We will provide you with return instructions and a return authorization number
4. Package the item securely in its original packaging
5. Ship the item to the address provided (or arrange pickup for Auckland customers)

Important: Do not ship items back without first contacting us for a return authorization. Unauthorised returns may not be accepted.

6. Return Shipping

Ready-Made Items

For returns of ready-made items due to change of mind, you are responsible for return shipping costs unless the item is defective or we made an error.

Damaged or Defective Items

For damaged or defective items, we will cover all return shipping costs and arrange pickup or provide a prepaid shipping label.

Auckland Local Customers

For customers in the Auckland region, we can arrange to collect returned items at no additional charge.

7. Refund Process

Once we receive and inspect your returned item, we will process your refund within 5-10 business days. Refunds will be issued to the original payment method.

You will receive an email confirmation once your refund has been processed. Please allow additional time for your bank or credit card company to process the refund.

Original shipping charges are non-refundable unless the return is due to our error or a defective product.

8. Exchanges

We are happy to exchange items for a different size, colour, or design (subject to availability). To arrange an exchange:

• Contact us to discuss exchange options
• Follow the return process outlined above
• Once we receive the original item, we will ship the replacement

Any price difference will be charged or refunded accordingly.

9. Non-Returnable Items

The following items cannot be returned unless defective:

• Custom commissioned pieces (except as outlined in Section 3)
• Items that have been used or installed
• Items returned after 30 days (except for defects)
• Items without proof of purchase
• Gift vouchers

10. Cancellations

Ready-Made Items

You may cancel your order for ready-made items before it has been shipped. Once shipped, our standard return policy applies.

Custom Commissioned Pieces

Cancellations of custom orders are subject to the following:

• If cancelled before work begins: Full refund minus any design consultation fees
• If cancelled after work has begun: Refund of any remaining balance after deducting costs for materials and work completed
• If cancelled after completion: No refund unless defective

11. Care and Handling

All our pieces are handcrafted and require proper care. We provide care instructions with each purchase. Damage resulting from improper care, cleaning, or handling is not covered under our return policy.

12. Questions or Concerns

If you have any questions about our return policy or need assistance with a return, please don't hesitate to contact us. We're here to help make your experience with Zalex a positive one.

13. Changes to This Policy

We reserve the right to modify this Return & Refund Policy at any time. Changes will be effective immediately upon posting to this page with an updated "Last Updated" date.

14. Contact Us

For returns, refunds, or any questions about this policy:

Zalex
86 Friesian Drive, Māngere
Auckland 2022, New Zealand
Phone: +46 708 726 803
Email: info@zalex.world

Hours: Monday - Friday: 9am - 5pm NZST