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At Plixernokhiphlox, we take great pride in the quality and craftsmanship of our handmade products. Each item is carefully created by skilled artisans who dedicate their time and expertise to ensure you receive something truly special. We want you to be completely satisfied with your purchase, and this Return Policy outlines the terms and conditions for returns, exchanges, and refunds.
Please read this policy carefully before making a purchase. By placing an order with us, you acknowledge that you have read, understood, and agree to be bound by this Return Policy. If you have any questions or concerns, please contact us before completing your purchase.
We accept returns of eligible items within 14 days of the delivery date. To be eligible for a return, items must be unused, in their original condition, and in the original packaging. Items that show signs of use, wear, or damage will not be accepted for return unless they arrived defective or damaged.
To initiate a return, please contact us at assist@plixernokhiphlox.world or call +61 2 9331 3341 with your order number and reason for return. We will provide you with return instructions and a return authorization number. Please do not send items back without first contacting us, as unauthorized returns may not be processed.
You are responsible for the cost of return shipping unless the item is defective, damaged, or we sent you the wrong item. We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee that we will receive your returned item. We are not responsible for items lost or damaged during return shipping.
Due to the handmade and personalized nature of many of our products, certain items are not eligible for return or exchange. These include:
Custom or personalized items that have been made to your specifications, including items with custom engravings, embossing, monograms, or personalized designs. Once we begin work on a custom order, it cannot be cancelled or returned unless it is defective or does not match the agreed-upon specifications.
Items that have been used, worn, or altered in any way after delivery. This includes products that have been opened, assembled, or modified from their original condition.
Clearance or sale items marked as final sale. These items are sold at a reduced price and are not eligible for return or exchange unless they arrive defective or damaged.
Gift cards, digital products, and downloadable items are non-returnable and non-refundable.
Items that have been in your possession for more than 14 days from the delivery date are not eligible for return.
We carefully inspect all items before shipping to ensure they meet our quality standards. However, if you receive an item that is defective, damaged, or not as described, please contact us immediately within seven days of receiving your order. We will work with you to resolve the issue as quickly as possible.
When reporting a defective or damaged item, please provide your order number, a detailed description of the issue, and clear photographs showing the defect or damage. This information helps us assess the situation and determine the best solution. We may ask for additional information or photographs to fully understand the problem.
If we determine that an item is defective or was damaged during shipping, we will offer you a choice of a full refund, replacement, or repair, depending on the nature of the issue and product availability. We will cover the cost of return shipping for defective or damaged items and will send replacements at no additional charge to you.
Please note that minor variations in color, texture, size, and appearance are inherent characteristics of handmade items and are not considered defects. Each piece is unique, and slight differences from product images are to be expected and celebrated as part of the handcrafted nature of our products.
If you receive an item that is different from what you ordered, please contact us within seven days of delivery. We will arrange for the correct item to be sent to you at no additional cost and will provide a prepaid return label for the incorrect item. We apologize for any inconvenience this may cause and will do our best to rectify the situation promptly.
We currently do not offer direct exchanges. If you would like a different item, size, color, or variation, please return the original item following our return procedures and place a new order for the desired item. This ensures that you receive your preferred item as quickly as possible, subject to availability.
If you are exchanging an item due to a defect, damage, or error on our part, please contact us to discuss the best solution. We will work with you to ensure you receive the correct item without unnecessary delays or additional costs.
Once we receive your returned item and verify that it meets our return criteria, we will process your refund within five to seven business days. Refunds will be issued to the original payment method used for the purchase. Please note that it may take additional time for your financial institution to process the refund and for the credit to appear in your account.
Refunds will include the purchase price of the returned item. Original shipping charges are non-refundable unless the return is due to a defect, damage, or error on our part. If you received free shipping on your order, the actual shipping cost will be deducted from your refund.
If you do not receive your refund within the expected timeframe, please first check with your financial institution, as processing times may vary. If you have done this and still have not received your refund, please contact us at assist@plixernokhiphlox.world and we will investigate the matter.
You may cancel your order within 24 hours of placing it, provided that we have not yet begun work on your item. To cancel an order, please contact us immediately at assist@plixernokhiphlox.world or +61 2 9331 3341 with your order number. If we have already started production or shipped your item, cancellation may not be possible.
For custom or personalized orders, cancellation is only possible before we begin work on your item. Once production has started, custom orders cannot be cancelled due to the personalized nature of the work and the materials and time invested. We will inform you when work begins on your custom order.
If your cancellation is approved, we will issue a full refund to your original payment method within five to seven business days. If any work has been completed on your order, we reserve the right to deduct a restocking or production fee from your refund.
In most cases, we do not charge a restocking fee for eligible returns. However, we reserve the right to apply a restocking fee of up to 15% of the purchase price for returns that do not meet our return criteria, such as items that are not in their original condition or packaging, or items that are returned after the 14-day return period.
If you are returning an item from outside Australia, please contact us before shipping the item back. International returns may be subject to additional requirements and costs. You are responsible for all return shipping costs, customs fees, and import duties associated with international returns. We recommend using a trackable shipping method with insurance.
Refunds for international orders will be processed in Australian Dollars and will be subject to currency exchange rates at the time of the refund. We are not responsible for any currency conversion fees charged by your financial institution.
We are not responsible for packages that are lost or stolen after they have been delivered to the address you provided. Once a package is marked as delivered by the shipping carrier, responsibility for the package transfers to you. We recommend tracking your shipment and arranging for someone to receive the package if you will not be available.
If you believe your package was lost or stolen, please contact the shipping carrier first to file a claim. We will provide you with tracking information and any documentation needed to support your claim. In some cases, we may be able to assist with the claims process or offer a replacement at a discounted rate, but we are not obligated to do so.
To ensure the longevity of your handmade items, please follow any care instructions provided with your product. Proper care and maintenance can help preserve the quality and appearance of your items. Returns due to damage caused by improper care, misuse, or normal wear and tear are not eligible for refund or exchange.
We reserve the right to modify this Return Policy at any time. Any changes will be effective immediately upon posting on our website. Your continued use of our website and services after such changes constitutes your acceptance of the modified policy. We encourage you to review this policy periodically to stay informed of any updates.
If you have any questions about our Return Policy or need assistance with a return, please contact us:
Plixernokhiphlox
Shop 3/275 Victoria St
Darlinghurst NSW 2010, Australia
Phone: +61 2 9331 3341
Email: assist@plixernokhiphlox.world
Our customer service team is here to help and will respond to your inquiry as soon as possible. We value your satisfaction and will work with you to resolve any issues or concerns you may have.