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Your Statutory Rights
This policy describes our voluntary refund, cancellation, and rescheduling arrangements. It does not affect your statutory rights under the Consumer Guarantees Act 1993 (CGA). If our workshops or related services do not meet the guarantees under the CGA (for example, acceptable quality, fitness for purpose, or reasonable skill and care), you may be entitled to a remedy such as a refund, repair, or replacement in accordance with the Act. For more information on your rights, visit consumerprotection.govt.nz.
Workshop Bookings
Cancellation by You
We understand that plans can change. Our cancellation policy is as follows:
- More than 7 days before: Full refund or free rescheduling
- 3-7 days before: 50% refund or free rescheduling
- Less than 3 days before: No refund, but rescheduling available for a $25 fee
- No-show: No refund or rescheduling available
Rescheduling
We are happy to reschedule your booking subject to availability. Please contact us as soon as possible if you need to change your booking date. Rescheduled workshops must take place within 3 months of the original booking date.
Cancellation by Us
In the unlikely event that we need to cancel a workshop due to unforeseen circumstances (such as instructor illness or facility issues), you will receive:
- Full refund of the workshop fee, or
- Free rescheduling to an alternative date of your choice
We will notify you as soon as possible if a cancellation is necessary.
Gift Vouchers
Voucher Refunds
Gift vouchers are non-refundable once purchased. However:
- Vouchers may be transferred to another person
- Vouchers are valid for 12 months from the date of purchase
- Expired vouchers cannot be refunded or extended
Lost or Damaged Vouchers
We keep records of all voucher purchases. If you lose your voucher, please contact us with your purchase details and we can verify the voucher status. Original proof of purchase may be required.
Workshop Materials
All materials used during the workshop are included in the workshop price. The candles you create during the workshop are yours to keep. We do not offer refunds on workshop materials as they are consumed during the session.
Dissatisfaction
Your satisfaction is important to us. If you are not happy with your workshop experience, please contact us within 7 days of your session. We will review your feedback and, where appropriate, may offer:
- A partial refund
- A discounted future workshop
- Additional materials for practice at home
Special Circumstances
We understand that exceptional circumstances can arise. If you have a situation that falls outside this policy (such as a family emergency or serious illness), please contact us. We will do our best to find a fair solution.
How to Request a Refund
To request a refund or discuss a cancellation, please contact us with:
- Your booking confirmation number
- The date of your scheduled workshop
- Reason for cancellation or refund request
Processing Time
Approved refunds will be processed within 5-7 business days. Refunds will be issued to the original payment method used for the booking.
Contact Us
For any questions about our return policy or to request a refund:
Email: callback@ximthorezolex.world
Phone: +64 9 448 1920
Address: 34b William Pickering Drive, Rosedale, Auckland 0632, New Zealand