Refund & Returns Policy

Last updated 3 June 2026 · Governed by New Zealand law

We want you to love your set. This policy is meant to be fair and clear — and it sits alongside your statutory rights as a consumer.

1. Overview & your consumer rights

Where the New Zealand Consumer Guarantees Act applies, your statutory rights to repair, replacement or refund for faulty goods are not affected by this policy. The terms below set out our voluntary returns process.

2. Return window

You may return unopened, unused items in their original packaging within 14 days of delivery.

3. Conditions for return

Items must be unused and in original, undamaged packaging.
Proof of purchase (order number) is required.
For hygiene and safety, opened candles are non-returnable unless faulty.

4. How to request a return

Email support@sysaini.com with your order number and reason. We'll confirm the return address and next steps. Please don't send items back before you hear from us.

5. Damaged, defective or wrong items — including fragile ceramics

Ceramics and glass travel fragile. If anything arrives broken, defective or incorrect, contact us within 7 days of delivery with photos of the item and the outer packaging. We will replace the affected piece(s) free of charge, or refund them — your choice. Please keep the packaging until the matter is resolved.

6. Return shipping costs

If the item is faulty, damaged or wrong, we cover return shipping (or send a replacement directly).
For change-of-mind returns, you cover return shipping.

7. Refund method & timing

Approved refunds are issued to your original payment method via Stripe, normally within 5–10 business days of us receiving the return or approving a damage claim. Original shipping is non-refundable except where required by law.

8. Non-refundable situations

Items returned after the window, used, or without original packaging.
Damage caused by improper installation or use (see Acceptable Use & Safety).

9. Order cancellation

You may cancel an order for a full refund any time before it ships. Email us as soon as possible.

10. Chargebacks

If something is wrong, please contact us first — we resolve most issues quickly. Filing a chargeback without contacting us delays resolution and may affect future orders.

11. Contact

Returns and damage claims: support@sysaini.com · +64 1775096767.