Return Policy

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1. Your Rights Under New Zealand Consumer Law

Under the Consumer Guarantees Act 1993, you have certain rights when purchasing goods and services in New Zealand. This Return Policy is in addition to, and does not limit, your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.

2. Returns and Refunds

2.1 Change of Mind

If you change your mind about a purchase, you may return unused items in their original condition with proof of purchase within 14 days of purchase for a refund or exchange. Items must be:

• Unused and in original condition
• In original packaging where applicable
• Accompanied by proof of purchase (receipt or invoice)

2.2 Faulty or Defective Products

If a product is faulty, defective, or does not match its description, you are entitled to a repair, replacement, or refund under the Consumer Guarantees Act 1993. Please contact us immediately if you receive a faulty product.

2.3 Non-Returnable Items

The following items cannot be returned for change of mind:

• Custom-made or personalised items
• Items that have been used or opened (unless faulty)
• Items without proof of purchase
• Workshop bookings (subject to cancellation policy)

3. Return Process

3.1 How to Return

To return an item:

1. Contact us within 14 days of purchase (for change of mind) or immediately (for faulty items)
2. Provide proof of purchase and reason for return
3. Return the item to our store at 20 Normanby Road, Mount Eden, Auckland 1024
4. Ensure the item is in its original condition and packaging

3.2 Return Shipping

For change of mind returns, you are responsible for return shipping costs unless the item is faulty or we made an error. For faulty items, we will cover return shipping costs.

4. Refunds

4.1 Refund Method

Refunds will be issued using the same payment method used for the original purchase. If this is not possible, we will arrange an alternative method.

4.2 Refund Processing Time

Refunds will be processed within 5-10 business days of receiving the returned item and verifying the return conditions are met.

5. Exchanges

We are happy to exchange items for a different size, colour, or product of equal value, subject to availability. Exchanges must be made within 14 days of purchase with proof of purchase.

6. Workshop Cancellations

6.1 Cancellation by Customer

If you need to cancel a workshop booking:

• Cancellations made more than 7 days before the workshop: Full refund
• Cancellations made 3-7 days before the workshop: 50% refund
• Cancellations made less than 3 days before the workshop: No refund (unless exceptional circumstances)

6.2 Cancellation by Us

If we cancel a workshop, you will receive a full refund or the option to transfer to another workshop.

7. Damaged or Incorrect Items

If you receive a damaged or incorrect item, please contact us immediately. We will arrange for a replacement or refund at no cost to you, including covering return shipping if necessary.

8. Gift Returns

Items purchased as gifts may be returned for store credit or exchange within 14 days of purchase, provided they are unused and in original condition. Proof of purchase is required.

9. Store Credit

Instead of a refund, you may choose to receive store credit. Store credit has no expiration date and can be used for any purchase in-store or online.

10. Contact Us

For returns, exchanges, or questions about this policy, please contact us:

Zibraloncrax
20 Normanby Road
Mount Eden, Auckland 1024
New Zealand
Phone: +64 9 630 9722
Email: craft@zibraloncrax.world

11. Disputes

If you are not satisfied with our response to a return or refund request, you may contact:

• The Commerce Commission (for Fair Trading Act matters)
• The Disputes Tribunal (for consumer disputes)
• Your local Citizens Advice Bureau