Return Policy

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This Return Policy ("Policy") sets out the terms and conditions under which Vorlixenvord ("we", "us", "our") accepts returns, provides refunds, and handles cancellations in relation to the curtain hanging, textile decor, and related products and installation services we supply in Auckland and the wider New Zealand region. Our principal place of business is 1/698 Great South Road, Penrose, Auckland 1061, New Zealand. Please read this Policy carefully before making a purchase or booking. By placing an order or confirming a booking, you acknowledge that you have read and understood this Policy. This Policy operates in addition to your statutory rights under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986; nothing in this Policy is intended to limit or exclude those rights where they apply.

Consumer Guarantees Act 1993

If you are a "consumer" as defined under the Consumer Guarantees Act 1993 (New Zealand) (i.e. you are acquiring goods or services for personal, domestic, or household use and not for the purpose of resupply or for use in the course of a business), the Act grants you certain guarantees in relation to the supply of goods and services. These include guarantees that goods will be of acceptable quality, fit for any particular purpose made known to us, and that services will be carried out with reasonable care and skill. If we fail to meet a guarantee, you may be entitled to a remedy such as repair, replacement, or refund, depending on the circumstances. This Policy does not replace or limit those rights. Where there is any inconsistency between this Policy and your rights under the Act, your statutory rights prevail. If you are acquiring goods or services for business purposes, the guarantees under the Act may not apply, and the terms of this Policy and your contract with us will govern.

Custom and Made-to-Order Items

Curtains, tracks, rods, and other textile or hardware products that are made or ordered to your specific specifications—including custom measurements (e.g. drop width, length, number of panels), fabric choice, colour, lining type, heading style, or any other bespoke requirement—are generally non-refundable and non-returnable once we have cut fabric, ordered materials, or commenced manufacture. This is because such items are produced uniquely for you and cannot typically be resold to another customer in the same form. By placing an order for custom or made-to-order items, you acknowledge and accept this condition. If, however, the finished product does not conform to the agreed specification, or if there is a defect in our workmanship or materials, we will work with you to rectify the issue. Depending on the nature of the fault, we may offer to repair, remake, or replace the item, or, where appropriate and at our discretion, offer a full or partial refund. Any such remedy will be provided in accordance with our obligations under the Consumer Guarantees Act 1993 where applicable. If you wish to cancel a custom order before we have cut fabric or committed to materials, please contact us as soon as possible; we may charge a cancellation fee to cover any costs already incurred.

Ready-Made and Off-the-Shelf Products

If you purchase ready-made curtains, accessories, or other off-the-shelf products from us (i.e. items that are not custom-made to your specifications), you may return them for a refund or exchange provided that: (a) you contact us within 14 days of the date of delivery or collection; (b) the item is unused, unopened (where applicable), and in its original packaging and condition, and is in a resaleable state; and (c) you have followed our instructions for requesting a return (see "How to Request a Return" below). We reserve the right to inspect returned items and to refuse a refund or exchange if the item does not meet these conditions (for example, if it has been used, altered, or damaged after delivery). Unless the return is due to our error (e.g. wrong item supplied, defective item), the cost of returning the item to us is your responsibility. We will process the refund within 14 days of receiving the returned item and confirming that it meets the return conditions. The refund will be made using the same payment method used for the original purchase. Original delivery or shipping charges may not be refunded unless the return is a result of our error. If you received a discount or promotion on the original purchase, any refund may be adjusted to reflect that discount.

Installation and Labour Services

Our curtain installation service is performed at your premises. If you need to cancel or reschedule a confirmed installation booking, please contact us as soon as possible. If you cancel more than 48 hours before the scheduled date and time, we will generally waive any cancellation fee and, if you have paid a deposit, we will refund it in full or apply it to a future booking, as agreed. If you cancel within 48 hours of the scheduled appointment, we may charge a cancellation fee to cover our preparation costs, travel allocation, and any materials or labour already committed. The amount of any such fee will be communicated to you at the time of booking or in our booking confirmation. If we are unable to complete the installation due to circumstances at your property—for example, inadequate access, unsuitable wall or ceiling surfaces, hidden obstructions, or the need for work beyond the original scope (such as additional fixings or structural preparation)—we will discuss the situation with you and may charge for work already performed or materials used. If you are not present at the agreed time and we cannot access the property, we may treat the booking as cancelled and apply our cancellation policy. If we need to reschedule due to our own unavailability or other operational reasons, we will offer you an alternative date at no extra charge.

Defects, Faults, and Non-Conformity

If you believe that a product we have supplied is defective, does not match the agreed specification, or is not of acceptable quality, please contact us as soon as possible after discovery. We will arrange to inspect the item (which may require you to bring it to our premises or for us to attend your address, depending on the nature of the product and the issue). If we determine that the fault is due to our error—such as a manufacturing defect, incorrect measurement, or failure to supply what was agreed—we will offer an appropriate remedy. For consumers, this will be in line with the Consumer Guarantees Act 1993 and may include repair, replacement, or refund. For non-consumers, our liability will be determined by the terms of our agreement and applicable law. We may require you to return the defective item before issuing a replacement or refund. Please do not dispose of the item until we have confirmed the outcome of our assessment. If the fault was caused by misuse, accidental damage, or factors outside our control, we are not obliged to provide a remedy under this Policy, though we may at our discretion offer a paid repair or other solution.

How to Request a Return or Refund

To request a return, exchange, or refund, please contact us by using the contact form on vorlixenvord.world or by telephoning +6495251686. Please provide your name, order or booking reference (if applicable), the date of purchase or booking, a description of the product or service concerned, and the reason for your request (e.g. change of mind, defect, wrong item, cancellation). We will respond within two (2) business days and advise you of the next steps, including whether the return is accepted, any conditions (such as returning the item in its original packaging), and how to send the item back if applicable. For installation cancellations, please provide your booking details and preferred resolution (refund, reschedule, or credit). Once we have received a returned item and verified that it meets our return conditions, we will process any refund within 14 days. If you do not receive a response within two business days, please follow up by phone to ensure your request was received.

Refund Processing and Method

Refunds will be processed using the same method of payment used for the original transaction (e.g. credit card, bank transfer, or other means as applicable). We will initiate the refund as soon as practicable after we have approved the return and, where relevant, received and inspected the returned item. Please allow up to 14 days from the date we confirm the refund for the amount to appear in your account; the exact time may depend on your bank or card issuer. If the original payment method is no longer available (e.g. card expired), we will contact you to arrange an alternative method. Refunds will be in New Zealand dollars (NZD). If your original payment was in another currency, the refund amount may be subject to conversion by your bank or payment provider, and we are not responsible for any exchange rate fluctuations or fees imposed by third parties.

Exchanges

If you wish to exchange a ready-made product for a different size, colour, or style (subject to availability), please contact us within 14 days of delivery. The same conditions as for returns apply: the item must be unused and in resaleable condition. We will confirm whether the requested exchange is available and advise you of any price difference or shipping arrangements. Exchanges for custom or made-to-order items are generally not available unless there is a fault or non-conformity as described above.

Exclusions

Unless otherwise required by law (including the Consumer Guarantees Act 1993), we do not offer refunds or returns for: custom or made-to-order items that have been cut, made, or ordered to your specifications and that conform to the agreed specification; products that have been used, worn, washed, or altered after delivery; products that have been damaged due to misuse, accident, or factors beyond our control; or services that have been fully performed in accordance with the agreed scope. Gift cards, vouchers, or promotional credits may be subject to separate terms; please refer to the terms issued with those items.

Changes to This Policy

We may update this Return Policy from time to time to reflect changes in our practices, legal requirements, or the nature of our products and services. When we make material changes, we will post the updated Policy on this page and update the "Last updated" date. Changes will apply to orders and bookings made after the date of the update, unless otherwise stated. We encourage you to review this Policy periodically. If you have already placed an order or made a booking, the version of the Policy in effect at the time of your order or booking may apply to that transaction; we will advise you if relevant when you contact us.

Contact

For any questions about returns, refunds, or cancellations, or to submit a return or refund request, please contact Vorlixenvord at 1/698 Great South Road, Penrose, Auckland 1061, New Zealand, by telephone at +6495251686, or via the contact form on vorlixenvord.ddd. We will endeavour to respond to all enquiries promptly and to resolve any issues in a fair and efficient manner.