Return & Refund Policy

1. Introduction

This Return and Refund Policy ("Policy") outlines the terms and conditions under which you may cancel services, request refunds, or return items purchased through our errand planning and task coordination services. Please read this Policy carefully before making a purchase or subscription.

By using our Services, you agree to this Policy. If you do not agree with any part of this Policy, please do not use our Services.

2. Service Cancellation

2.1 Cancellation Rights:

You may cancel your service subscription at any time. Cancellation requests should be submitted at least 7 days before the next billing cycle to avoid charges for the upcoming period.

2.2 How to Cancel:

You can cancel your subscription by:

• Contacting us via email or phone
• Using the cancellation feature in your account settings (if available)
• Submitting a written cancellation request

2.3 Effective Date of Cancellation:

Cancellation will take effect at the end of your current billing period. You will continue to have access to Services until the end of the paid period. No prorated refunds will be provided for partial billing periods unless otherwise specified.

2.4 Immediate Cancellation:

In cases of service failure or breach of contract on our part, cancellation may be effective immediately, and you may be entitled to a refund as outlined below.

3. Refund Eligibility

3.1 Money-Back Guarantee:

If you cancel your subscription within 7 days of the initial subscription date, you are entitled to a full refund of the subscription fee paid, subject to the terms below.

3.2 Refund Circumstances:

Refunds may be available under the following circumstances:

• Service Not Provided: If we fail to provide the service as described or agreed upon
• Technical Issues: If technical problems prevent service delivery and cannot be resolved within a reasonable timeframe
• Billing Errors: If you are charged incorrectly, including duplicate charges or charges for services not received
• Service Cancellation by Us: If we cancel your service for reasons other than your violation of Terms of Use
• Material Changes: If we make material changes to the service that significantly reduce its value
• Death or Incapacity: In cases of death or permanent incapacity preventing service use

3.3 Refund Timeframe:

Refund requests must be submitted within 30 days of the charge date or service completion, whichever is later, unless otherwise specified in this Policy.

4. Refund Process

4.1 How to Request a Refund:

To request a refund, please follow these steps:

1. Contact us via email or phone using the contact information provided below
2. Provide your account information, including account number or email address
3. Specify the reason for the refund request
4. Provide any supporting documentation or evidence
5. Include the transaction date and amount

4.2 Refund Review Process:

We will review your refund request and respond within 5-10 business days. We may request additional information to process your request. During the review process, we will:

• Verify your account and transaction details
• Review the circumstances of your request
• Assess eligibility based on this Policy
• Determine the appropriate refund amount

4.3 Refund Processing Time:

Once approved, refunds will be processed within 5-10 business days. The time it takes for the refund to appear in your account depends on your payment method and financial institution:

• Credit/Debit Cards: 5-10 business days
• Bank Transfers: 5-10 business days
• PayPal: 3-5 business days
• Other payment methods: Varies by provider

4.4 Refund Method:

Refunds will be issued to the original payment method used for the transaction. If the original payment method is no longer available, we will work with you to arrange an alternative refund method.

5. Non-Refundable Items and Services

The following are generally not eligible for refunds:

• Completed Services: Services that have been fully completed and delivered as agreed
• One-Time Service Fees: Fees for one-time services that have been completed
• Third-Party Fees: Fees charged by third-party service providers that we cannot recover
• Late Cancellations: Services cancelled after the service has been initiated or completed
• Violation of Terms: Services terminated due to violation of Terms of Use
• Custom Services: Customized services specifically created for your needs
• Digital Products: Digital products or content that has been delivered and accessed
• Gift Cards: Gift cards or promotional credits, unless required by law

6. Partial Refunds

6.1 Partial Service Completion:

In cases where service was partially completed, we may offer partial refunds based on:

• The percentage of work completed
• The value of services already delivered
• Costs incurred in providing the partial service
• The circumstances leading to incomplete service

6.2 Calculation Method:

Partial refunds will be calculated on a pro-rata basis, taking into account the services provided and any costs we have incurred. We will provide a detailed breakdown of the refund calculation upon request.

7. Subscription Refunds

7.1 Monthly Subscriptions:

For monthly subscriptions, refunds are available only for the current billing period if cancelled within the money-back guarantee period. No refunds are provided for previous billing periods.

7.2 Annual Subscriptions:

For annual subscriptions, refunds may be calculated on a pro-rata basis if cancelled within the money-back guarantee period. After the guarantee period, refunds may be available only for the unused portion of the subscription, subject to our discretion.

7.3 Promotional Pricing:

If you received a promotional or discounted price, refunds will be calculated based on the amount actually paid, not the regular price.

8. Return of Physical Items

If we have purchased physical items on your behalf as part of our service, the following return policy applies.

8.1 Return Policy:

Returns of physical items are subject to the return policies of the original retailer from whom the items were purchased. We will assist you with the return process, coordinate with the retailer, and handle documentation, but final approval for returns rests with the retailer. We act as an intermediary to facilitate the return process.

8.2 Return Timeframe:

Returns must be initiated within the timeframe specified by the retailer, typically 14-30 days from the date of purchase. The specific return deadline depends on the retailer's policy and the type of item purchased. We will notify you of the specific return deadline when applicable. It is your responsibility to initiate returns within the specified timeframe.

For items purchased through our service, the return period generally begins from the date of delivery to you or the date you receive the items, whichever is later. Some items may have different return periods based on the retailer's policy or the nature of the item (e.g., perishable goods, custom items).

8.3 Return Conditions:

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

• Original Condition: Items must be returned in their original, unused condition, with all original tags, labels, and packaging intact
• Packaging: Items must be returned in their original packaging, including boxes, bags, or protective materials
• Documentation: Original receipts, invoices, or proof of purchase must be included with the return
• Completeness: All components, accessories, manuals, and included items must be returned with the item
• No Damage: Items must not show signs of wear, damage, or use beyond normal inspection
• Hygiene Items: For hygiene-related items (cosmetics, personal care products), items must be unopened and in sealed condition

Items that do not meet these conditions may be refused for return or subject to a restocking fee.

8.4 Return Shipping Costs:

Return shipping costs are generally the responsibility of the customer, unless:

• The return is due to our error (wrong item, damaged item, defective item)
• The item is defective or not as described
• The retailer offers free return shipping
• Otherwise specified in our service agreement

We will inform you of any return shipping costs before processing the return. Return shipping costs will be deducted from your refund if applicable, or you may be required to pay return shipping costs upfront.

8.5 Return Process:

To initiate a return:

1. Contact us within the return timeframe using the contact information provided below
2. Provide details about the item(s) you wish to return, including order number, item description, and reason for return
3. We will coordinate with the retailer to obtain return authorization and instructions
4. You will receive return instructions, including where to send the item and any required documentation
5. Package the item according to the return instructions and send it to the specified address
6. We will track the return and notify you once it is received and processed by the retailer
7. Refunds will be processed according to the retailer's policy and our refund procedures

Please note that the return process may take 10-30 business days from the time the item is received by the retailer until the refund is processed.

9. Chargebacks and Payment Disputes

If you initiate a chargeback or payment dispute with your financial institution, we reserve the right to:

• Suspend or terminate your account immediately
• Dispute the chargeback with supporting documentation
• Charge applicable fees for processing chargebacks
• Refuse future service

We encourage you to contact us directly to resolve any billing issues before initiating a chargeback, as we are committed to resolving disputes fairly and promptly.

10. Dispute Resolution

10.1 Internal Resolution:

If you are not satisfied with a refund decision, please contact us to discuss your concerns. We are committed to fair resolution of all disputes and will work with you to find a satisfactory solution.

10.2 Appeal Process:

If your initial refund request is denied, you may appeal the decision by providing additional information or documentation. We will review your appeal and respond within 10 business days.

10.3 External Dispute Resolution:

If we cannot resolve your dispute internally, you may contact relevant consumer protection agencies or dispute resolution services in your jurisdiction.

11. Special Circumstances

11.1 Force Majeure:

In cases of force majeure events (natural disasters, pandemics, government actions, etc.) that prevent service delivery, we will work with you to provide appropriate solutions, which may include refunds, service credits, or alternative arrangements.

11.2 Service Modifications:

If we make significant changes to our services that materially affect your subscription, you may be entitled to a refund or the option to cancel without penalty. We will notify you of such changes in advance.

12. Refund Fees

Generally, we do not charge fees for processing refunds. However, in certain circumstances, such as:

• Refunds requested after extended periods
• Refunds for custom or specialized services
• Refunds involving significant administrative costs

We may deduct reasonable processing fees. Any such fees will be clearly disclosed before processing the refund.

13. Currency and Exchange Rates

Refunds will be issued in the same currency as the original payment. If currency conversion is required, the exchange rate will be determined by your payment provider or financial institution at the time of refund processing.

14. Changes to This Policy

We reserve the right to modify this Return and Refund Policy at any time. Changes will be effective immediately upon posting on our website. Material changes will be communicated to active subscribers via email. Your continued use of our Services after changes constitutes acceptance of the updated Policy.

15. Consumer Rights

This Policy does not affect your statutory rights as a consumer under applicable laws, including but not limited to:

• Consumer Guarantees Act (New Zealand)
• Fair Trading Act (New Zealand)
• Other applicable consumer protection legislation

If there is a conflict between this Policy and your statutory rights, your statutory rights will prevail.

16. Contact Us

For refund requests, cancellation requests, or questions about this Policy, please contact us at:

Email: talk@warmcozyhandmade.world
Phone: +64 27 443 8645
Address: Level 2/46 Brown Street, Ponsonby, Auckland 1021, New Zealand

We will make every effort to respond to your inquiry promptly and process refund requests as quickly as possible. Please include all relevant information in your request to expedite processing.