Return and Refund Policy

This policy complies with the Consumer Guarantees Act 1993 and Fair Trading Act 1986 of New Zealand.

Your Rights Under Consumer Law

Under the Consumer Guarantees Act 1993, you have rights if our services do not meet acceptable quality standards or are not fit for their intended purpose. This policy outlines how we handle returns, refunds, and service issues in addition to your statutory rights.

Service Cancellations

Photography services may be cancelled or rescheduled with advance notice. Our cancellation terms are designed to be fair and transparent:

  • More than 14 days notice: Full refund of any deposit or payment made
  • 7-14 days notice: 50% refund of deposit, or option to reschedule at no additional cost
  • Less than 7 days notice: No refund, but rescheduling may be available subject to availability

These terms may be waived in cases of genuine emergency, illness, or circumstances beyond your control. Please contact us to discuss your situation.

Refund Policy

We offer refunds in the following circumstances:

  • Cancellations made within the timeframes specified above
  • If we are unable to provide the service due to our fault or circumstances within our control
  • If the service does not meet acceptable quality standards and cannot be remedied
  • Any situation where your rights under the Consumer Guarantees Act 1993 apply

Refunds will be processed within 10 business days using the same payment method used for the original transaction. If this is not possible, we will arrange an alternative refund method.

Digital Products and Images

Digital photography files are delivered electronically via secure online galleries. Once images are delivered and downloaded, they are generally non-refundable. However:

  • If you have quality concerns, contact us within 7 days of delivery for review and potential re-editing
  • If there are technical issues preventing access or download, we will resolve these at no cost
  • If images are missing or incorrect, we will provide replacements or refund the affected portion

We work closely with clients during the editing process to ensure satisfaction before final delivery.

Physical Products

Physical products such as prints, albums, or other merchandise may be returned in the following circumstances:

  • Damaged or defective products: Full refund or replacement within 30 days of delivery
  • Wrong products received: Full refund or correct replacement
  • Change of mind: Returns accepted within 14 days if products are unused and in original condition (return shipping at customer's expense)

All physical products are covered by the Consumer Guarantees Act 1993 guarantee of acceptable quality.

Quality Issues and Remedies

If you have concerns about the quality of our services or products, please contact us immediately. We are committed to resolving issues fairly:

  • Re-editing images to address specific concerns
  • Reshooting sessions if quality issues are significant (subject to availability)
  • Partial refund for portions of service that cannot be remedied
  • Full refund if the service cannot be remedied and does not meet acceptable quality standards

We will work with you to find a solution that is fair and reasonable in the circumstances.

How to Request a Return or Refund

To request a return or refund:

  1. Contact us via email or phone with your booking reference or order number
  2. Explain the issue or reason for return
  3. Provide relevant details such as dates, images, or product information
  4. We will respond within 2 business days with next steps

For physical product returns, we will provide return shipping instructions if applicable.

Consumer Guarantees Act 1993

This policy does not limit your rights under the Consumer Guarantees Act 1993. If our services do not meet the guarantees of acceptable quality, fitness for purpose, or match their description, you have the right to:

  • Have the service remedied (repaired, replaced, or redone)
  • Receive a refund if the problem cannot be remedied or is substantial
  • Claim compensation for any reasonably foreseeable loss or damage

These rights cannot be excluded, restricted, or modified by contract.

Disputes

If you are not satisfied with how we handle your return or refund request, you can:

  • Contact Consumer Protection New Zealand for advice
  • Apply to the Disputes Tribunal for claims up to $30,000
  • Take legal action through the New Zealand courts

Contact Us

For questions about returns, refunds, or cancellations, please contact us:

Email: contact@qorlyraxvel.world
Phone: +64272755460
Address: 898 Lower Styx Road, Brooklands, Christchurch 8083, New Zealand

We aim to respond to all inquiries within 2 business days.