Return Policy

Effective Date: 1 January 2025

Last Updated: 1 January 2025

1. Introduction

Xolnrax is committed to client satisfaction. This Return Policy outlines our policies regarding cancellations, refunds, and returns for our interior design and styling services. Please read this policy carefully before engaging our services.

2. Nature of Our Services

As a professional interior design and styling studio, we provide customised consultation, design, and styling services tailored to each client's unique needs. Our services are predominantly service-based rather than product-based, which means traditional "return" policies do not apply in the conventional sense. However, we are committed to fair and transparent practices regarding cancellations and refunds.

3. Consultation Services

3.1 Initial Consultations

Initial consultations are offered at a fixed fee. This fee covers the time and expertise of our design consultants in assessing your space and discussing your project.

  • Cancellation Notice: If you need to cancel or reschedule a consultation, please provide at least 48 hours' notice.
  • Within 48 Hours: Cancellations made with at least 48 hours' notice will receive a full refund or the option to reschedule at no additional charge.
  • Less Than 48 Hours: Cancellations made with less than 48 hours' notice will not be eligible for a refund, but may be rescheduled for a rescheduling fee.
  • No-Show: If you fail to attend a scheduled consultation without prior notice, the full consultation fee will be forfeited.

3.2 Applying Consultation Fees

If you decide to proceed with a full design project after the initial consultation, the consultation fee will be credited towards your project total.

4. Design and Styling Services

4.1 Service Agreements

All design and styling projects are governed by a formal service agreement that outlines the scope of work, timeline, fees, and payment terms. Cancellation and refund terms specific to your project will be detailed in your service agreement.

4.2 Project Deposits

Most design projects require a deposit before work commences. Deposit terms are as follows:

  • Deposits are typically non-refundable once work has begun.
  • If you cancel before any work has commenced, deposits may be refundable minus a cancellation fee to cover administrative costs.
  • Specific deposit terms will be outlined in your service agreement.

4.3 Project Cancellations

If you wish to cancel a design project after work has begun:

  • You will be invoiced for all work completed up to the date of cancellation.
  • Any non-refundable expenses incurred on your behalf (such as custom orders, supplier deposits, or contracted services) will be your responsibility.
  • Remaining project fees may be refunded after deducting completed work and expenses.

4.4 Changes to Project Scope

If you request significant changes to the agreed project scope, we will provide a revised quote. Additional fees may apply for substantial revisions or expanded services.

5. Products and Materials

5.1 Sourced Products

When we source furniture, décor, or materials on your behalf, the return policies of the individual suppliers apply. We will inform you of each supplier's return policy before making purchases.

5.2 Custom Items

Custom-made or specially ordered items (such as bespoke furniture, custom upholstery, or commissioned artwork) are typically non-refundable and non-returnable. This will be clearly communicated before any custom orders are placed.

5.3 Damaged or Defective Items

If any products arrive damaged or defective, we will work with the supplier to arrange a replacement or refund in accordance with the supplier's policies and Australian Consumer Law.

6. Australian Consumer Law

Nothing in this Return Policy is intended to limit your rights under Australian Consumer Law. Under Australian Consumer Law, you are entitled to:

  • Services provided with due care and skill
  • Services that are fit for the purpose specified
  • Services delivered within a reasonable time
  • Remedies if services fail to meet these guarantees

If our services fail to meet consumer guarantees, you may be entitled to a remedy, which could include a refund, repeat service, or compensation.

7. Satisfaction and Dispute Resolution

7.1 Client Feedback

We value your satisfaction and encourage open communication throughout the design process. If you have concerns about any aspect of our service, please contact us immediately so we can address the issue.

7.2 Dispute Resolution Process

If you are dissatisfied with our services, we ask that you:

  1. Contact us in writing via email at info@xolnrax.world
  2. Provide specific details of your concerns
  3. Allow us a reasonable opportunity to review and respond to your concerns
  4. Work with us to reach a mutually acceptable resolution

Important: We aim to respond to all client concerns within 3-5 business days and to resolve issues fairly and promptly.

8. Refund Processing

If a refund is approved:

  • Refunds will be processed to the original payment method within 10-14 business days.
  • You will receive email confirmation once the refund has been processed.
  • Bank processing times may vary and are beyond our control.

9. Changes to This Policy

We reserve the right to modify this Return Policy at any time. Changes will be posted on this page with an updated "Last Updated" date. Service agreements in effect at the time of signing will be governed by the policy in place at that time.

10. Questions and Contact

If you have questions about this Return Policy, cancellations, refunds, or any aspect of our services, please contact us:

Xolnrax
45 George Street
Sydney NSW 2000
Australia
Phone: +61 2 8356 7421
Email: info@xolnrax.world
Business Hours: Monday – Friday 9:00 AM – 6:00 PM, Saturday 10:00 AM – 4:00 PM