Return Policy - Pryxthelchak

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Your Statutory Rights (New Zealand)

This return policy is in addition to your rights under the Consumer Guarantees Act 1993 (CGA). We do not exclude or limit those rights. If you are a consumer, our goods come with guarantees that they will be of acceptable quality, fit for purpose, and match their description. If we fail to meet these guarantees, you may be entitled to a remedy such as repair, replacement, or refund, depending on the nature of the failure. This policy explains how we handle returns and refunds in practice; it does not replace your CGA rights.

Our Commitment

At Pryxthelchak, we take pride in the quality of our patches, embroidery, and appliques. We are committed to ensuring your satisfaction with every order.

Custom Orders

Due to the personalized nature of our products, custom patches, embroidery, and appliques are made specifically for each customer. As such, custom orders generally cannot be returned or refunded unless:

The product is defective or damaged upon arrival
The product significantly differs from the approved design
We made an error in production

Quality Issues

If you receive a product with quality issues, please contact us within 14 days of receiving your order. We will:

Request photos of the defect or issue
Assess the problem promptly
Offer a replacement, repair, or refund as appropriate

Design Approval Process

To minimize issues with custom orders, we follow a thorough approval process:

Digital mockups are provided before production
Physical samples are available for larger orders
Written approval is required before production begins

Once you approve a design and production has started, changes cannot be made and returns based on design preferences cannot be accepted.

Damaged in Transit

If your order arrives damaged due to shipping:

Document the damage with photos immediately
Keep all packaging materials
Contact us within 7 days of delivery

We will work with the shipping carrier to resolve the issue and provide a replacement if necessary.

How to Request a Return

To request a return or report an issue:

Email us at cooperation@pryxthelchak.world
Include your order number and description of the issue
Attach clear photos showing the problem

We will respond within 2 business days with a resolution.

Refund Process

If a refund is approved:

Refunds are processed to the original payment method
Processing time is typically 5-10 business days
You will receive email confirmation when the refund is processed

Non-Returnable Items (Voluntary Returns)

For voluntary returns (e.g. change of mind), we generally do not accept returns for:

Custom-designed products that match the approved proof
Products that have been used or applied to garments
Orders placed more than 30 days ago

If there is a fault, defect, or a failure to meet a consumer guarantee under the Consumer Guarantees Act 1993, your right to a remedy (repair, replacement, or refund as appropriate) is not limited by the above. Please contact us so we can resolve the issue.

Contact Us

For any questions about our return policy, please contact us:

Pryxthelchak
56 B Fifteenth Avenue, Tauranga South, Tauranga 3112, New Zealand
Email: cooperation@pryxthelchak.world
Phone: +64 27 555 5573