Return Policy

Last Updated:

Our Commitment to Quality

At Smryxellkhel, we are dedicated to providing exceptional gift wrapping services that meet and exceed your expectations. We take pride in our craftsmanship, attention to detail, and the quality of materials we use. This Return Policy outlines our approach to service satisfaction, refunds, and resolution of any concerns you may have regarding our services.

Because our services involve custom, handcrafted work tailored to your specific requirements, our return and refund policies differ from those applicable to physical products. We encourage you to read this policy carefully to understand your rights and our commitments.

Nature of Our Services

Our gift wrapping services are custom, made-to-order services that are created specifically for each client based on individual preferences, occasion requirements, and material selections. Once a wrapping service has been completed and delivered to you, the work cannot be "returned" in the traditional sense, as it has been customized to your specifications.

However, we stand behind the quality of our work and are committed to ensuring your satisfaction with the final presentation. If you have concerns about the completed service, we will work with you to find an appropriate resolution.

Service Categories

Our return and satisfaction policies apply to all service levels we offer:

  • Essential Wrapping Services
  • Signature Wrapping Services
  • Bespoke Wrapping Services
  • Luxury Wrapping Projects
  • Corporate and Bulk Wrapping Services

Service Satisfaction Guarantee

We guarantee that all services will be completed with professional skill, care, and attention to detail. If you are not satisfied with the completed wrapping service, please contact us within 24 hours of receiving your wrapped item. We will assess the situation and work with you to determine an appropriate resolution.

Quality Standards

Our services meet the following quality standards:

  • Clean, precise folding and wrapping techniques
  • Secure attachment of ribbons, embellishments, and decorative elements
  • Use of materials as agreed upon during consultation
  • Completion according to the specifications discussed and confirmed
  • Professional presentation suitable for gifting

Grounds for Service Concerns

We will consider service concerns and potential remedies in the following circumstances:

Material or Execution Issues

If the completed wrapping contains defects in materials or workmanship, such as:

  • Torn or damaged paper that occurred during the wrapping process
  • Ribbons or embellishments that are insecurely attached
  • Significant deviation from the agreed-upon design or material palette
  • Visible errors in technique or finishing
  • Use of incorrect or substitute materials without prior approval

Specification Discrepancies

If the completed service does not align with the specifications confirmed during consultation:

  • Wrong color scheme or material selection
  • Missing agreed-upon elements or embellishments
  • Incorrect size or wrapping style
  • Failure to incorporate specific requested details

Non-Refundable Circumstances

We cannot offer refunds or remedies in the following situations:

  • Changes of mind after service completion regarding aesthetic preferences
  • Damage that occurs after the wrapped item has been collected or delivered
  • Normal wear and tear from handling or transportation
  • Issues arising from the item being wrapped rather than the wrapping itself
  • Dissatisfaction with materials or design elements that were approved during consultation
  • Delays in collection that result in material deterioration
  • Subjective preferences that differ from the agreed-upon design direction
  • Third-party opinions or feedback received after accepting the completed service

Cancellation Policy

Before Service Commencement

You may cancel your service request before we begin work on your project. Cancellation terms vary by service level:

  • Essential Wrapping: Full refund if cancelled at least 24 hours before scheduled completion
  • Signature Wrapping: Full refund if cancelled at least 48 hours before scheduled completion
  • Bespoke and Luxury Wrapping: Cancellation terms are discussed during consultation due to custom material sourcing

After Service Commencement

Once we have begun work on your project, cancellation may result in partial charges to cover:

  • Materials already purchased or prepared specifically for your project
  • Time and labor invested in the work completed to date
  • Custom elements that cannot be reused for other projects

We will provide a detailed breakdown of any charges if you request cancellation after work has begun.

Cancellation by Smryxellkhel

We reserve the right to cancel or refuse service in certain circumstances, including but not limited to:

  • Items that are unsuitable for wrapping or pose safety concerns
  • Requests that are beyond our capabilities or expertise
  • Situations where we cannot meet the required timeline
  • Unavailability of specified materials despite reasonable sourcing efforts

If we cancel a service, you will receive a full refund of any payments made.

Resolution Process

If you have concerns about your completed wrapping service, please follow this process:

Step 1: Contact Us Promptly

Notify us within 24 hours of receiving your wrapped item. Contact us via phone or email with:

  • Your name and service booking details
  • A clear description of the concern or issue
  • Photographs of the completed wrapping showing the specific issues
  • Any relevant details about how the issue affects the presentation

Step 2: Assessment

We will review your concern and may request additional information or photographs. In some cases, we may ask to inspect the wrapped item in person to better understand the issue and determine the most appropriate resolution.

Step 3: Resolution Options

Based on our assessment, we may offer one or more of the following resolutions:

  • Complimentary re-wrapping of the item with corrections to address the concerns
  • Adjustment or addition of elements to improve the presentation
  • Partial refund proportional to the nature and extent of the issue
  • Full refund in cases of significant service failure
  • Credit toward future services

Step 4: Implementation

Once we agree on a resolution, we will implement it promptly. For re-wrapping services, we will prioritize your project to minimize any inconvenience. Refunds will be processed within 5-10 business days to the original payment method.

Refund Processing

When refunds are approved, they will be processed according to the following guidelines:

  • Refunds are issued to the original payment method used for the service
  • Processing time is typically 5-10 business days from approval
  • You will receive confirmation once the refund has been initiated
  • Bank processing times may vary and are beyond our control
  • Partial refunds reflect the proportional value of the service concern

Item Collection and Storage

Wrapped items must be collected within the agreed timeframe. Our storage policies are as follows:

  • Items not collected within 7 days of the agreed date may incur storage fees
  • We are not responsible for deterioration of materials during extended storage
  • Items left beyond 30 days may be disposed of or donated at our discretion
  • We will make reasonable efforts to contact you before disposing of uncollected items
  • Storage fees, if applicable, must be paid before item collection

Damage During Transportation

If you choose to transport wrapped items yourself, we are not responsible for any damage that occurs during transportation. We recommend:

  • Transporting wrapped items in a secure, flat position
  • Avoiding exposure to extreme temperatures or moisture
  • Handling items carefully to prevent crushing or tearing
  • Keeping items away from direct sunlight for extended periods

If we provide delivery services, we take responsibility for the condition of the wrapped item until it is delivered to the specified location.

Special Circumstances

Rush Services

Rush or expedited services may have modified cancellation and refund terms due to the prioritization of your project and potential impact on other scheduled work. Specific terms will be communicated when rush service is requested.

Corporate and Bulk Orders

Large or corporate orders may have customized return and cancellation policies outlined in a separate service agreement. These terms will be discussed and confirmed before work begins.

Seasonal Periods

During peak seasons such as holidays, our standard timelines for resolutions and refunds may be extended. We will communicate any anticipated delays and work to resolve concerns as quickly as possible.

Your Responsibilities

To ensure the best possible outcome and maintain eligibility for our satisfaction guarantee, you are responsible for:

  • Providing accurate information about your requirements during consultation
  • Reviewing and approving material samples and design proposals when offered
  • Inspecting the completed wrapping at the time of collection or delivery
  • Notifying us promptly of any concerns or issues
  • Handling wrapped items with reasonable care after collection
  • Collecting items within the agreed timeframe

Dispute Resolution

We are committed to resolving any concerns amicably and professionally. If you are not satisfied with the proposed resolution, we encourage you to discuss your concerns with our management team. We will make every reasonable effort to reach a fair outcome.

If a dispute cannot be resolved through direct communication, you may have the right to pursue resolution through consumer protection agencies or legal channels as provided by Australian consumer law.

Australian Consumer Law

This Return Policy operates in conjunction with your rights under Australian Consumer Law. Nothing in this policy limits or excludes any guarantees, warranties, or rights you may have under applicable consumer protection legislation. Our services come with guarantees that cannot be excluded under Australian Consumer Law, including guarantees that services will be provided with acceptable care and skill.

Contact Information

For questions about this Return Policy or to initiate a service concern resolution, please contact us:

Smryxellkhel
Factory 1 / 10 Nicole Close
Bayswater North VIC 3153
Australia

Phone: +61 3 9720 7894
Email: customer@smryxellkhel.world

We are available during business hours Tuesday through Saturday, 10:00 AM to 5:00 PM. We will respond to all inquiries within one business day.

Policy Updates

We may update this Return Policy periodically to reflect changes in our services, business practices, or legal requirements. Any changes will be posted on our website with an updated "Last Updated" date. Continued use of our services after changes are posted constitutes acceptance of the updated policy.