Return Policy

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Our Commitment to Your Satisfaction

At Styxreonoth, we take pride in creating handmade gifts with exceptional quality and attention to detail. Your satisfaction is our priority, and we want you to be delighted with every purchase. This Return Policy outlines the terms and conditions for returns, exchanges, and refunds to ensure a fair and transparent process for all our customers.

Return Eligibility

We accept returns for eligible items within 14 days of delivery. To be eligible for a return, items must meet the following conditions:

The item must be unused, unworn, and in the same condition as when you received it
The item must be in its original packaging with all tags and labels attached
You must provide proof of purchase, such as an order confirmation or receipt
The item must not be a custom or personalized product made specifically for you
The item must not show signs of wear, damage, or alteration

Non-Returnable Items

Due to the handmade and personalized nature of our products, certain items cannot be returned or exchanged. Non-returnable items include:

Custom or personalized items created to your specifications, including items with custom embossing, engraving, or personalized details
Items that have been used, worn, or damaged after delivery
Items without original packaging, tags, or labels
Gift cards or digital products
Sale or clearance items marked as final sale
Items returned after the 14-day return window has expired

How to Initiate a Return

If you wish to return an eligible item, please follow these steps:

Contact us within 14 days of receiving your order by phone at +64 9 303 3112 or email at welcome@styxreonoth.world
Provide your order number, the item you wish to return, and the reason for the return
Wait for our team to review your request and provide return authorization and instructions
Carefully package the item in its original packaging to prevent damage during transit
Ship the item to the address provided in your return authorization using a trackable shipping method
Retain your shipping receipt and tracking number for your records

Please note that return shipping costs are the responsibility of the customer unless the return is due to our error, such as receiving a damaged or incorrect item.

Damaged or Defective Items

We carefully inspect all items before shipping to ensure they meet our quality standards. However, if you receive a damaged or defective item, please contact us immediately upon receipt. We will work with you to resolve the issue promptly by offering a replacement, repair, or full refund, including return shipping costs.

Reporting Damage

To report a damaged or defective item, please contact us within 48 hours of delivery and provide the following information:

Your order number and contact information
A detailed description of the damage or defect
Clear photographs showing the damage or defect from multiple angles
Photographs of the packaging if the damage appears to have occurred during shipping

Once we receive your report, we will assess the situation and provide a resolution as quickly as possible. In most cases, we will arrange for a replacement item to be sent to you at no additional cost.

Refund Process

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If your return is approved, we will process your refund within 7 to 10 business days. Refunds will be issued to the original payment method used for the purchase.

Refund Timeline

Please allow additional time for your financial institution to process the refund and for the funds to appear in your account. Depending on your bank or credit card company, it may take several business days for the refund to be reflected in your account balance. If you have not received your refund after the expected timeframe, please contact your financial institution first, then reach out to us if the issue persists.

Partial Refunds

In certain situations, partial refunds may be granted for items that are returned in less than perfect condition, such as items with missing packaging, signs of use, or minor damage that occurred after delivery. The amount of the partial refund will be determined on a case-by-case basis and communicated to you before the refund is processed.

Exchanges

We want you to love your handmade gift, and we are happy to facilitate exchanges when possible. If you would like to exchange an item for a different size, color, or style, please contact us to discuss your options. Exchanges are subject to product availability and must meet the same eligibility requirements as returns.

Exchange Process

To request an exchange, contact us within 14 days of receiving your order. We will guide you through the exchange process and arrange for the new item to be sent to you. In some cases, we may ask you to return the original item before shipping the replacement, while in other cases, we may ship the new item immediately to minimize delays.

Shipping Costs for Returns and Exchanges

Customers are responsible for paying return shipping costs unless the return is due to our error, such as receiving a damaged, defective, or incorrect item. We recommend using a trackable shipping method and purchasing shipping insurance for valuable items, as we cannot guarantee that we will receive your returned item. Shipping costs are non-refundable, and if you receive a refund, the cost of return shipping will be deducted from your refund amount.

International Returns

For international orders, the return process is similar to domestic returns, but additional considerations apply. Customers are responsible for all return shipping costs, customs fees, and import duties. We recommend contacting us before initiating an international return to discuss the best approach and ensure a smooth process. Refunds for international orders will be issued in the original currency and payment method used for the purchase.

Lost or Stolen Packages

We are not responsible for packages that are lost or stolen after they have been delivered to the address provided at checkout. If your tracking information indicates that your package was delivered but you did not receive it, please contact the shipping carrier to file a claim. We recommend checking with neighbors, building management, or other household members who may have accepted the delivery on your behalf.

Order Cancellations

If you need to cancel your order, please contact us as soon as possible. We will do our best to accommodate your request, but please note that once production has begun on your handmade item, cancellations may not be possible. If your order has already been shipped, you will need to follow our standard return process once you receive the item.

Custom Order Cancellations

Custom and personalized orders cannot be canceled once production has started, as these items are made specifically for you and cannot be resold. Deposits for custom orders are non-refundable. We will work closely with you throughout the design and production process to ensure your satisfaction with the final product.

Contact Us

If you have any questions about our Return Policy or need assistance with a return or exchange, please do not hesitate to contact us. Our team is here to help and ensure your experience with Styxreonoth is positive.

Styxreonoth
19 Normanby Road, Mount Eden
Auckland 1024, New Zealand
Phone: +64 9 303 3112
Email: welcome@styxreonoth.world