Return Policy

Return Period

You have 14 days from the date of receipt to return eligible items for a refund or exchange. To be eligible for a return, items must be in their original condition with all tags attached, unworn, and in the original packaging.

We recommend inspecting your items immediately upon receipt and contacting us within the return period if you wish to initiate a return.

Eligible Items for Return

The following items are eligible for return:

• Unworn clothing with original tags securely attached
• Accessories in original packaging and unused condition
• Items without any signs of wear, alterations, or damage
• Products with original receipts or proof of purchase

Non-Returnable Items

For hygiene, safety, and quality reasons, the following items cannot be returned:

• Items marked as final sale or clearance
• Worn, washed, or altered garments
• Items without original tags or packaging
• Personalized or custom-made pieces
• Intimate apparel, swimwear, and undergarments
• Earrings and pierced jewelry
• Items damaged due to misuse or improper care

How to Initiate a Return

To start the return process, please follow these steps:

1. Contact us within 14 days of receiving your order via phone or email
2. Provide your order number, item details, and reason for return
3. Receive return authorization and detailed instructions from our team
4. Package items securely in their original packaging with all tags attached
5. Ship items to our Auckland location using a trackable shipping method
6. Retain your shipping receipt and tracking number for reference

Refund Process

Once we receive and inspect your returned items, we will process your refund within 5-7 business days. Refunds will be issued to the original payment method used for the purchase.

Please note:

• Original shipping costs are non-refundable unless the return is due to our error or a defective product
• You are responsible for return shipping costs unless otherwise specified
• Refunds may take 5-10 business days to appear in your account depending on your financial institution

Exchanges

We gladly accept exchanges for different sizes, colors, or styles, subject to availability. To request an exchange:

• Contact us within the 14-day return period
• Specify the item you wish to exchange and your preferred replacement
• Follow our return process to send back the original item
• We will ship your replacement item once we receive and verify the returned product

If the replacement item has a different price, we will either refund the difference or request additional payment.

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately with:

• Clear photographs of the damaged or defective item
• Your order number and item details
• A description of the issue

We will arrange for a replacement or full refund, including all shipping costs. In cases of damage or defects, we may provide a prepaid return label for your convenience.

Return Shipping

Customers are responsible for return shipping costs unless:

• The return is due to our error (wrong item sent, incorrect size, etc.)
• The item is damaged or defective
• We have agreed to cover shipping costs in writing

We strongly recommend using a trackable shipping service and purchasing shipping insurance for valuable items. Traxylonghonzly is not responsible for items lost or damaged during return shipping.

In-Store Returns

Items purchased online can be returned to our Auckland showroom during business hours:

Address: 7 Queen Street, Auckland Central, Auckland 1010, New Zealand

Hours: Monday - Friday: 10:00 - 18:00, Saturday: 11:00 - 17:00, Sunday: Closed

Please bring your order confirmation and the items in their original condition with tags attached. Our team will process your return immediately.

Late or Missing Refunds

If you haven't received your refund within the specified timeframe:

• Check your bank account or credit card statement again
• Contact your financial institution, as processing times may vary
• Contact us with your order details and we will investigate

Consumer Rights

This return policy does not affect your statutory rights under the Consumer Guarantees Act 1993 (New Zealand). If a product is faulty or does not match its description, you may be entitled to a remedy under consumer law regardless of our return policy timeframes.