Return Policy

1. Introduction

At Wlixarunioyz (ABN: 56 616 169 021), we are committed to providing high-quality gift wrapping services and handmade creations. This Return Policy sets out our procedures for returns, refunds, and exchanges in accordance with Australian Consumer Law (ACL). We value your satisfaction and are here to assist you with any concerns about our services.

This policy applies to all products and services purchased through our website or directly from our Pyrmont studio. Please read this policy carefully before making a purchase. If you have any questions, please contact us before completing your order.

2. Australian Consumer Law Guarantees

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled to:

• Cancel your service contract with us
• Receive a refund for the unused portion of the service
• Compensation for any other reasonably foreseeable loss or damage

If the failure is not major, you are entitled to have problems with the service rectified in a reasonable time. If this is not done, you are entitled to a refund for the problems with the service and to cancel the contract.

For goods, you are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. If the failure is not major, you are entitled to have the goods repaired or replaced.

3. When You Are Entitled to a Refund

Under Australian Consumer Law, you are entitled to a refund or replacement when:

• The product or service has a major problem that would have stopped you from buying it if you had known about it
• The product or service is significantly different from the sample, description, or demonstration model
• The product or service does not do what we said it would, or what you asked for and cannot be easily fixed
• The product or service is unsafe
• The product has multiple minor problems that would have stopped you from buying it if you had known about them

4. Custom and Personalised Items

Due to the bespoke nature of our gift wrapping services and handmade creations, please note the following:

4.1 Custom Orders

• Custom orders are made specifically for you based on your requirements and specifications
• Once production of a custom order has commenced, cancellations may not be possible or may incur fees to cover materials and labour already used
• We encourage you to carefully review all design specifications before approving production
• Minor variations in handmade items are normal and are not considered defects

4.2 Personalised Items

• Items personalised with names, dates, or specific details cannot be returned or exchanged unless defective
• Please double-check all personalisation details before confirming your order
• We will attempt to correct errors in personalisation at our cost if the error was ours

5. Change of Mind Returns

While we are not legally obligated to provide refunds for change of mind under Australian Consumer Law, we understand that circumstances can change. Our change of mind policy is as follows:

• For standard (non-custom) products: We accept returns within 14 days of purchase if the item is unused, in its original condition, and with all original packaging
• Change of mind returns may be subject to a restocking fee of 15% of the purchase price
• The customer is responsible for return shipping costs for change of mind returns
• Custom, personalised, or perishable items are not eligible for change of mind returns
• Gift wrapping services already performed cannot be refunded for change of mind

6. How to Request a Return or Refund

To request a return or refund, please follow these steps:

• Contact us within 7 days of receiving your order (for defective items) or within 14 days (for change of mind returns)
• Provide your order number, description of the issue, and photographs if applicable
• We will assess your request and respond within 3 business days
• If approved, we will provide instructions for returning the item or arrange for collection if appropriate
• Refunds will be processed within 7-10 business days of receiving the returned item or approving the refund

Contact details for returns:

Wlixarunioyz
100 Harris St, Pyrmont NSW 2009
Phone: +61 2 9566 2200
Email: mailuse@wlixarunioyz.world

7. Condition of Returned Items

For returns to be accepted, items must be:

• Returned in original condition, unused, and with all original packaging and materials
• Accompanied by proof of purchase (receipt, order confirmation, or invoice)
• Free from damage caused by the customer
• Returned within the applicable timeframe

We reserve the right to refuse returns that do not meet these conditions. Items returned in unsatisfactory condition may be returned to you at your expense.

8. Refund Methods

Refunds will be processed using the same payment method used for the original purchase:

• Credit card payments will be refunded to the original card
• PayPal payments will be refunded to your PayPal account
• Bank transfer refunds may be arranged in exceptional circumstances

Please allow 5-10 business days for refunds to appear in your account, depending on your financial institution's processing times.

9. Exchanges

We offer exchanges for standard products subject to availability. To request an exchange:

• Contact us with your order details and the item you would like to exchange for
• Return the original item in accordance with our return conditions
• Pay any price difference if the replacement item is more expensive
• Receive a refund for the difference if the replacement item is less expensive

Exchanges are subject to stock availability. If the desired item is not available, we will offer a refund instead.

10. Damaged or Faulty Items

If you receive a damaged or faulty item:

• Contact us immediately (within 48 hours of receiving the item) with photographs of the damage
• Do not attempt to repair the item yourself, as this may void your entitlement to a refund or replacement
• We will arrange for collection or replacement at no cost to you
• You may choose between a full refund, replacement, or repair as appropriate

11. Delivery Damage

If your item was damaged during delivery:

• Note any visible damage on the delivery receipt if possible
• Take photographs of the packaging and damage before discarding any packaging materials
• Contact us immediately with details and photographs
• We will liaise with the delivery provider and arrange a replacement or refund

12. Service Cancellations

For service cancellations:

• Cancellations made 7 or more days before the scheduled service date will receive a full refund
• Cancellations made 3-6 days before the scheduled service date may be subject to a 25% cancellation fee
• Cancellations made less than 3 days before the scheduled service date may be subject to a 50% cancellation fee
• No-shows or same-day cancellations are generally not eligible for refunds unless exceptional circumstances apply

13. Exclusions

The following items are generally not eligible for return or refund except where defective or covered by Australian Consumer Law guarantees:

• Custom-made or personalised items unless they are faulty or not as described
• Perishable goods including fresh flowers or edible items
• Items that have been used, altered, or damaged by the customer
• Items purchased from third parties or resellers
• Gift cards and vouchers (which may have their own terms and conditions)

14. Disputes

If you are unsatisfied with our resolution of your return or refund request, you may:

• Request a review by senior management by contacting us in writing
• Lodge a complaint with NSW Fair Trading
• Seek assistance from the Australian Competition and Consumer Commission (ACCC)
• Pursue resolution through your state or territory's consumer affairs agency

15. Amendments to This Policy

We reserve the right to update this Return Policy at any time. Changes will be posted on our website with an updated revision date. The Return Policy in effect at the time of your purchase will apply to that transaction.

16. Contact Us

If you have any questions about this Return Policy or wish to make a return or refund request, please contact us:

Wlixarunioyz
100 Harris St, Pyrmont NSW 2009
Phone: +61 2 9566 2200
Email: mailuse@wlixarunioyz.world
ABN: 56 616 169 021