Return Policy

Effective Date: 10 November 2025

Last Updated: 10 November 2025

1. Our Commitment

At Thivushyxao, we want you to be completely satisfied with your purchase. If you're not happy with your order, we're here to help with our comprehensive return policy.

2. Return Period

You may return most new, unopened items within 30 days of delivery for a full refund. After 30 days, we are unable to offer a refund or exchange.

3. Conditions for Returns

To be eligible for a return, items must meet the following conditions:

• Items must be unused and in the same condition that you received them
• Items must be in their original packaging
• Items must include all original tags, labels, and documentation
• Proof of purchase (receipt or order confirmation) must be provided

4. Non-Returnable Items

Certain items cannot be returned for hygiene and safety reasons:

• Opened art supplies (paints, markers, pens, glues)
• Custom or personalised products
• Sale or clearance items marked as final sale
• Gift cards
• Digital products or downloads
• Items marked as non-returnable at the time of purchase

5. How to Initiate a Return

5.1 Contact Us

To start a return, please contact our customer service team:

• Email: info@thivushyxao.world
• Phone: +64 4 8356 7421

Please provide your order number and details about the product you wish to return.

5.2 Return Authorisation

Once we receive your return request, we will provide you with a Return Authorisation (RA) number and return instructions. Please do not send items back without an RA number.

5.3 Packaging

Pack the items securely in their original packaging. Include your RA number on the package.

5.4 Shipping

Ship the package to the address provided in your return authorisation. We recommend using a trackable shipping service.

6. Return Shipping Costs

6.1 Standard Returns

For returns due to change of mind, the customer is responsible for return shipping costs unless the product is faulty or we made an error with your order.

6.2 Faulty or Incorrect Items

If your item is faulty, damaged, or we sent the wrong item, we will cover all return shipping costs. We will also arrange collection if required.

7. Refund Process

7.1 Inspection

Once we receive your returned item, we will inspect it to ensure it meets our return conditions.

7.2 Refund Approval

If your return is approved, we will initiate a refund to your original payment method. The refund amount will include the product price and any delivery charges (if applicable).

7.3 Processing Time

Please allow 5-10 business days for the refund to appear in your account after we process the return. The exact timing depends on your bank or payment provider.

7.4 Partial Refunds

Partial refunds may be granted in cases where items are returned in less than perfect condition or without original packaging.

8. Exchanges

We do not offer direct exchanges. If you wish to exchange an item for a different size, colour, or product, please return the original item for a refund and place a new order.

9. Damaged or Defective Items

9.1 Reporting Damage

If you receive a damaged or defective item, please contact us immediately with photos of the damage. We will arrange a replacement or full refund at no cost to you.

9.2 Timeframe

Damage or defects must be reported within 7 days of delivery to be eligible for replacement or refund.

10. Wrong Item Received

If we sent you the wrong item, please contact us within 7 days of delivery. We will arrange for the correct item to be sent to you at no additional cost and organise collection of the incorrect item.

11. Late or Missing Refunds

If you haven't received your refund within the expected timeframe:

1. Check your bank account again
2. Contact your credit card company or bank (processing can take time)
3. If you've done all of this and still have not received your refund, please contact us at info@thivushyxao.world

12. Consumer Rights

This return policy does not affect your statutory rights under New Zealand consumer law. Under the Consumer Guarantees Act 1993, you have rights regarding the quality and fitness of products. Products must be:

• Of acceptable quality
• Fit for purpose
• As described

13. Store Returns

If you purchased an item from our physical store at 45 George Street, Wellington, you may return it to the store with your receipt within 30 days for a refund or exchange.

14. Questions

If you have any questions about our return policy, please don't hesitate to contact us:

Thivushyxao
45 George Street, Wellington 6011, New Zealand
Phone: +64 4 8356 7421
Email: info@thivushyxao.world
Opening Hours: Monday-Friday 9am-6pm, Saturday 10am-5pm, Sunday 11am-4pm