Return & Cancellation Policy

As a service-based business specializing in wedding planning, our "return period" relates to the timeframe in which you can cancel or modify your service agreement with us. For standard planning services:

• Initial Consultation Fee: Refundable within 48 hours of payment if the consultation has not yet taken place.
• Booking Deposit: Non-refundable as it secures your wedding date in our calendar.
• Service Payments: Subject to our cancellation policy detailed below.

For any physical products purchased through our boutique or as part of our planning packages (such as decor items, sample kits, etc.):

• You have 14 days from the date of delivery to return unopened, unused items in their original packaging.
• Custom-made or personalized items cannot be returned unless there is a manufacturing defect.

For any physical items that can be returned, the following conditions apply:

• Items must be unused, unopened, and in their original packaging with all tags and seals intact.
• Items must not be damaged or show signs of wear or use.
• You must include the original receipt or proof of purchase.
• If an item was purchased as part of a discounted set or bundle, all items in the set must be returned together for a full refund.
• Seasonal or clearance items marked as "Final Sale" cannot be returned.

For digital products or resources:

• Planning guides, templates, or other digital downloads are non-returnable once the download link has been accessed.
• Virtual consultation recordings cannot be returned after they have been provided.

For returnable physical items:

• If the item is being returned due to our error (wrong item sent, item with manufacturing defects, etc.), we will provide a prepaid return shipping label and refund your original shipping costs.
• If the item is being returned due to a change of mind or any reason not related to our error, you are responsible for the return shipping costs.
• Return shipping must include tracking information, and we recommend insurance for valuable items.
• We are not responsible for items lost or damaged during the return shipping process.

To initiate a return for eligible physical items:

1. Contact us at info@quunoaghex.world or call us at +61 423 277 817 within the eligible return period.
2. Provide your order number, the item(s) you wish to return, and the reason for your return.
3. We will respond within 2 business days with return instructions, including the return address and any return authorization number required.
4. Pack the item(s) securely in appropriate packaging with your proof of purchase included.
5. Ship the item(s) to the provided address using a tracked shipping service.
6. Once we receive and inspect the returned item(s), we will process your refund within 5 business days.

For service cancellations:

1. Review the Cancellation Policy section below.
2. Contact your designated wedding planner directly or email info@quunoaghex.world with your cancellation request.
3. Include your name, wedding date, and contract number in all communications.

The following items and services cannot be returned or refunded:

• Custom-made or personalized items (including custom stationery, monogrammed items, etc.)
• Services that have already been partially or fully performed
• Digital products that have been downloaded or accessed
• Items marked as "Final Sale" or "Non-Returnable"
• Booking deposits as specified in your contract
• Vendor deposits that have been forwarded to third-party vendors (subject to the vendor's own cancellation policies)
• Gift cards or gift certificates

For planning services already in progress, while a full refund may not be available, we will work with you to determine a fair resolution based on the work completed and the terms of your specific contract.

Our return and cancellation policy complies with Australian Consumer Law, which provides that:

• You have the right to a repair, replacement, or refund if an item or service has a major problem.
• A major problem occurs when an item or service:
  • Has a problem that would have stopped you from buying it if you had known about it
  • Is significantly different from its description or sample
  • Is substantially unfit for its common purpose and cannot easily be made fit within a reasonable time
  • Does not do what you were told it would do, and cannot easily be made to do so within a reasonable time
• For minor problems with an item or service, we may choose to offer a repair, replacement, or refund at our discretion.

Nothing in this policy limits your rights under Australian Consumer Law.

Our cancellation policy for wedding planning services is structured based on the time remaining before your wedding date:

For Full and Partial Planning Packages:

• Cancellation 12+ months before wedding date: Booking deposit is non-refundable; all other paid fees refunded minus a 10% administration fee.
• Cancellation 6-12 months before wedding date: Booking deposit and 25% of the total contract amount is non-refundable; remaining balance refunded.
• Cancellation 3-6 months before wedding date: Booking deposit and 50% of the total contract amount is non-refundable; remaining balance refunded.
• Cancellation less than 3 months before wedding date: No refund available. Any unpaid balances remain due according to the payment schedule.

For Day-of/Month-of Coordination:

• Cancellation 6+ months before wedding date: Booking deposit is non-refundable; all other paid fees refunded minus a 10% administration fee.
• Cancellation 3-6 months before wedding date: Booking deposit and 25% of the total contract amount is non-refundable; remaining balance refunded.
• Cancellation 1-3 months before wedding date: Booking deposit and 50% of the total contract amount is non-refundable; remaining balance refunded.
• Cancellation less than 1 month before wedding date: No refund available. Any unpaid balances remain due according to the payment schedule.

Date Changes:

If you need to change your wedding date:

• We will make every effort to accommodate the new date, subject to our availability.
• A date change fee of $500 applies for any date change.
• If we are unavailable for your new date, standard cancellation policies will apply.

Extenuating Circumstances:

In cases of serious illness, death, natural disasters, or other extenuating circumstances, we may adjust our cancellation terms on a case-by-case basis at our discretion. Supporting documentation may be required.

When a refund is approved, the following procedures apply:

• Refunds will be processed using the original payment method whenever possible.
• Credit card refunds typically take 5-10 business days to appear on your statement, depending on your financial institution.
• Bank transfer refunds may take 3-5 business days to process.
• If the original payment method is unavailable (expired card, closed account, etc.), we will work with you to find an alternative refund method.
• For services where third-party vendor deposits have been paid, refunds are subject to the vendor's own refund policies and may take longer to process.

We will provide a refund confirmation email once your refund has been processed, including the amount refunded and any applicable deductions as per our cancellation policy.

If you have any questions or need assistance regarding returns, cancellations, or refunds, please contact us at:

Quunoaghex
The Commons, 388 George St
Sydney NSW 2000
Australia

Email: info@quunoaghex.world

Phone: +61 423 277 817

We are available to assist you Monday through Friday, 9:00 AM to 6:00 PM, and Saturday, 10:00 AM to 4:00 PM (AEST).