Return Policy

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Introduction

At Quobwrcloxor, we connect customers with talented New Zealand artisans who create unique, handmade items. We understand that sometimes a purchased item may not meet your expectations. This Return Policy outlines the process for returns and refunds.

Please Note: As we are primarily a platform connecting customers with independent artisans, specific return policies may vary by artist. The information provided here represents our general guidelines, but individual artists may have additional or different terms.

Handmade Nature of Products

Each item showcased on our website is individually crafted by New Zealand artisans. Due to the handmade nature of these products:

  • Minor variations in color, texture, size, and finish are natural and expected
  • Each piece is unique and may differ slightly from photos shown on our website
  • Natural materials (wood, ceramic, textiles) may have unique characteristics that are not defects but part of their handcrafted charm

These variations are celebrated aspects of artisan-made products and are not considered valid reasons for returns.

Return Eligibility

We accept returns under the following circumstances:

  • Damaged Items: If an item arrives damaged during shipping
  • Defective Items: If an item has a significant manufacturing defect that affects its functionality or appearance beyond expected handmade variations
  • Incorrect Items: If you receive an item that is substantially different from what was described on our website

Returns are not accepted for:

  • Change of mind or personal preference
  • Minor variations inherent to handmade products
  • Custom-made or personalized items (unless damaged or defective)
  • Items that have been used, altered, or damaged after receipt

Return Process

To initiate a return:

  1. Contact us within 7 days of receiving your item
  2. Provide your order details and clear photos showing the damage or defect
  3. Explain the reason for your return request
  4. Our team will review your request and respond within 3 business days
  5. If approved, you will receive return instructions
  6. Return the item in its original packaging with all tags and documentation included
  7. Once we receive and inspect the returned item, we will process your refund

Please do not send any returns without first receiving approval and instructions from our team. Unauthorized returns may not be accepted.

Refunds

Upon approval of your return request:

  • For damaged, defective, or incorrect items, we will issue a full refund including original shipping costs
  • Refunds will be processed to your original payment method within 14 days of receiving the returned item
  • You will receive an email notification when your refund has been processed

In some cases, we may offer:

  • Exchange for a similar item (subject to availability)
  • Store credit for future purchases
  • Partial refunds for items with minor issues where a full return isn't warranted

Shipping Costs for Returns

Shipping costs for returns are handled as follows:

  • If an item is damaged, defective, or incorrect, we will cover the return shipping costs
  • For all other approved returns, the customer is responsible for return shipping costs
  • We recommend using a tracked shipping service for all returns, as we cannot be responsible for items lost in transit

Custom and Commission Items

Many of our artisans offer custom-made or commissioned pieces. For these items:

  • Returns are only accepted if the item is significantly different from what was agreed upon or if it arrives damaged
  • Detailed specifications and expectations should be clearly communicated and documented before ordering
  • We strongly recommend reviewing and approving design concepts or samples when offered by the artisan

Artist-Specific Policies

Some of our featured artisans may have specific return policies due to the nature of their craft. These will be clearly communicated during the inquiry process.

Examples of artist-specific considerations:

  • Ceramics and glassware may have specific packaging requirements for safe returns
  • Textile artists may have special care instructions that, if not followed, may void return eligibility
  • Jewelry makers may offer repair services rather than returns for certain issues

Contact Us

If you have questions about our Return Policy or need to initiate a return, please contact us at:

Email: info@quobwrcloxor.world
Phone: +64 9 889 4732
Address: 103 Ponsonby Road, Grey Lynn, Auckland 1011, New Zealand