Return Policy

Last Updated: January 2025

1. Our Commitment to Quality

At Thexplyxkhod, we are committed to delivering high-quality printing services. If you are not satisfied with your order, please read our return and refund policy below.

2. Eligibility for Returns

We accept returns or provide refunds in the following circumstances:

2.1 Manufacturing Defects

• Printing errors caused by us
• Poor print quality (blurriness, incorrect colours, smudging)
• Incorrect paper stock or finishing
• Physical damage during production

2.2 Order Errors

• Wrong quantity delivered
• Wrong product delivered
• Incorrect specifications (size, paper type, etc.)

3. Non-Returnable Items

The following are not eligible for return or refund:

• Custom or personalised orders (unless defective)
• Orders where the customer approved the proof
• Errors in customer-supplied artwork
• Colour variations due to screen calibration differences
• Products damaged after delivery
• Change of mind after production has begun

4. Reporting Issues

To report a problem with your order:

1. Contact us within 7 days of receiving your order
2. Provide your order number and detailed description of the issue
3. Include clear photographs showing the defect or error
4. Keep all original packaging and products

5. Return Process

5.1 Initial Assessment

Once we receive your complaint, we will:

• Review the issue within 2 business days
• Request additional information or photos if needed
• Approve or decline the return request

5.2 Return Shipping

If your return is approved:

• We will provide a return authorisation number
• We will cover return shipping costs for defective products
• Products must be returned in original condition and packaging

6. Refund Options

If your return is approved, you may choose from:

• Reprint: We will reprint your order at no additional cost
• Credit Note: Receive a credit for future orders
• Refund: Full refund to your original payment method

7. Refund Processing Time

• Reprints: 3-5 business days from return approval
• Credit notes: Issued within 2 business days
• Refunds: Processed within 5-7 business days; may take an additional 3-5 business days to appear in your account

8. Partial Orders

If only part of your order is defective, we will replace or refund only the affected items.

9. Proof Approval

By approving a proof, you confirm:

• All text is correct
• Layout and design are accurate
• Colours are acceptable (subject to printing variations)
• Specifications are correct

We cannot accept returns for orders where proofs were approved unless there is a manufacturing defect.

10. Consumer Guarantees Act

This policy does not affect your rights under the New Zealand Consumer Guarantees Act 1993. Products must be of acceptable quality, fit for purpose, and match their description.

11. Exceptions

We reserve the right to refuse returns in cases of:

• Fraudulent claims
• Abuse of the return policy
• Products damaged by the customer

12. Contact Us

To initiate a return or for questions about this policy:

• Email: info@thexplyxkhod.world
• Phone: +64 9 8356 7421
• Address: 45 George Street, Auckland 1010, New Zealand