Return Policy

Service Nature

Our logo design, branding packages, and business card design services are digital services. Once design work has commenced and files have been delivered, returns are handled according to the terms outlined below.

Your Rights Under Consumer Guarantees Act

Under the Consumer Guarantees Act 1993, you have rights when purchasing services in New Zealand. Our services must be of acceptable quality, fit for purpose, and match their description. If our services fail to meet these guarantees, you are entitled to a remedy, which may include a refund, replacement, or compensation.

Cancellation Policy

You may cancel your project within 7 working days of initial payment and before design work has commenced for a full refund, in accordance with New Zealand consumer protection laws. Once design work has begun, cancellation may be subject to reasonable charges for work completed up to the cancellation date. We will provide a breakdown of any charges before processing the cancellation.

Refund Eligibility

Refunds will be provided in the following circumstances, in accordance with the Consumer Guarantees Act 1993:

  • If we fail to deliver the agreed services within the specified timeframe and cannot provide a reasonable alternative
  • If the delivered work does not meet acceptable quality standards and cannot be rectified through reasonable revisions
  • If cancellation occurs within the cooling-off period before design work commences
  • If services were misrepresented and do not match what was described
  • If we breach the Consumer Guarantees Act and cannot provide an appropriate remedy

Non-Refundable Situations

Refunds will not be provided for:

  • Change of mind after design work has commenced and services have been substantially performed
  • Projects where final files have been delivered, accepted, and meet the agreed specifications
  • Delays caused by client's failure to provide feedback or required materials within agreed timeframes
  • Additional charges for scope changes or extra revisions beyond the package, where these were agreed in advance

Note: This policy does not limit your rights under the Consumer Guarantees Act 1993 or Fair Trading Act 1986.

Revision Process

We are committed to ensuring your satisfaction. If you are not happy with initial designs, we will work through the included revision rounds to refine the work. Additional revisions beyond the package may incur charges, which will be discussed and agreed before work commences.

Dispute Resolution

If you have concerns about our services, please contact us immediately. We will work with you to resolve any issues in good faith. If a resolution cannot be reached, you may:

  • Contact the Commerce Commission for Fair Trading Act matters
  • Apply to the Disputes Tribunal for consumer disputes under $30,000
  • Seek advice from Consumer Protection New Zealand

All disputes will be resolved in accordance with New Zealand consumer protection laws and regulations.

Contact for Returns

To request a cancellation or discuss refund eligibility, please contact us:

Email: connectuse@qualtrexbrixel.world
Phone: +64 7 853 8204
Address: 7 Keddell Street, Frankton, Hamilton 3204, New Zealand

We will respond to your enquiry within 2 business days and work with you to resolve any concerns. All refunds will be processed within 10 business days of approval, in accordance with New Zealand law.