Return Policy

Last updated: January 2026

1. Service Returns and Cancellations

Shineoeskeleton provides event styling and decoration services. As services are customised and time-specific, our return and cancellation policy is designed to be fair to both parties.

2. Booking Cancellations

Cancellation by Client:

• More than 30 days before event: Full refund minus non-refundable deposit (50% of total booking)
• 15-30 days before event: 50% of total booking refunded
• Less than 15 days before event: No refund available
• Rescheduling: One reschedule is permitted with at least 14 days notice, subject to availability. No additional fees apply for the first reschedule.

3. Refund Process

All refund requests must be made in writing via email or through our contact form. Refunds will be processed within 14 business days of approval and will be issued to the original payment method used.

4. Decor Items

All decor items, props, and styling elements remain the property of Shineoeskeleton. These items are provided for your event use only and must be returned to us after the event. We will collect all items during our pack-down service.

Damaged or Lost Items: If any of our decor items are damaged beyond normal wear or lost, replacement costs will be charged. You will be notified of any charges within 7 days of the event.

5. Service Quality Issues

If you are not satisfied with our service, please contact us within 48 hours of your event completion. We will investigate the matter and work with you to find a satisfactory resolution. This may include:

• Partial refund based on the specific issue
• Credit towards future services
• Additional services to rectify the issue

6. Weather and Force Majeure

We are not responsible for cancellations or changes due to circumstances beyond our control, including:

• Severe weather conditions
• Natural disasters
• Government restrictions or regulations
• Pandemics or health emergencies
• Venue closures or access issues

In such cases, we will work with you to reschedule your event or provide alternative solutions. Refunds will be considered on a case-by-case basis.

7. Changes to Bookings

Reducing Services: If you wish to reduce the scope of services after booking confirmation, changes must be requested at least 14 days before the event. Refunds for reduced services will be calculated based on the original quote.

Adding Services: Additional services can be added up to 7 days before the event, subject to availability. Additional charges will apply.

8. Non-Refundable Items

The following are non-refundable:

• Booking deposit (50% of total booking)
• Custom-made or personalised items ordered specifically for your event
• Services already provided (setup, consultation, design work)

9. Dispute Resolution

If you have a dispute regarding a refund or return, please contact us first to discuss the matter. We are committed to resolving issues fairly and promptly. If we cannot reach a resolution, disputes will be handled according to New Zealand consumer law.

10. Consumer Rights Under New Zealand Law

Under the Consumer Guarantees Act 1993 and Fair Trading Act 1986, you have certain rights when purchasing services in New Zealand:

• Right to services of acceptable quality: Services must be fit for purpose and match any description provided
• Right to services within a reasonable time: Services must be completed within the agreed timeframe or a reasonable time
• Right to remedies: If services do not meet guarantees, you may be entitled to repair, replacement, refund, or compensation
• Protection from misleading conduct: You are protected from false or misleading representations about our services

These rights cannot be excluded for consumer purchases. Our policies are designed to work alongside these legal rights, not replace them.

11. Refund Processing Times

Once a refund is approved, processing times are as follows:

• Bank transfers: 5-10 business days to appear in your account
• Credit card refunds: 3-5 business days (may take up to 10 business days depending on your bank)
• Debit card refunds: 5-7 business days

Refunds will be issued to the original payment method used for the booking. If the original payment method is no longer available, we will work with you to arrange an alternative refund method.

All refunds are processed in New Zealand Dollars (NZD). If you paid in a different currency, the refund amount will be converted at the current exchange rate, and you may be subject to currency conversion fees from your bank.

12. Partial Refunds and Service Adjustments

In some circumstances, we may offer partial refunds or service credits:

• Service quality issues: If part of our service does not meet expectations, we may offer a partial refund proportional to the issue
• Reduced scope: If you reduce the scope of services after booking, we will calculate a refund based on the difference in pricing
• Service credits: Instead of a refund, you may choose to receive a credit towards future services, valid for 12 months from the date of issue

All partial refunds and service adjustments are calculated on a case-by-case basis and will be clearly communicated to you in writing.

13. Dispute Resolution Process

If you are not satisfied with our response to a refund or return request, we have a formal dispute resolution process:

1. Initial Review: Contact us with your concern - we will review your request within 5 business days
2. Investigation: We will investigate the matter, which may include reviewing photos, correspondence, and service records
3. Proposed Resolution: We will propose a resolution within 10 business days of receiving your complaint
4. External Mediation: If we cannot reach an agreement, you may seek assistance from:
• New Zealand Disputes Tribunal (for claims up to $30,000)
• Consumer Protection New Zealand
• Your local Citizens Advice Bureau

We are committed to resolving disputes fairly and in good faith, in accordance with New Zealand consumer protection laws.

14. Special Circumstances

We understand that special circumstances may arise. We will consider refund requests on a case-by-case basis for:

• Medical emergencies: Serious illness or medical emergencies affecting you or immediate family members
• Bereavement: Death of a close family member
• Natural disasters: Events beyond your control that prevent the event from proceeding
• Government restrictions: Changes in government regulations that prevent the event from proceeding

In these circumstances, we may offer more flexible refund terms or the option to reschedule without penalty. Please contact us as soon as possible if you find yourself in such a situation.

15. Gift Vouchers and Credits

If you have purchased a gift voucher or received a service credit:

• Gift vouchers are valid for 12 months from the date of purchase
• Service credits are valid for 12 months from the date of issue
• Gift vouchers and credits cannot be refunded for cash unless required by New Zealand consumer law
• Gift vouchers and credits can be transferred to another person with our written consent

If a gift voucher or credit expires, we may, at our discretion, extend the validity period. Please contact us before the expiry date to discuss extension options.

16. Contact for Returns

For return or refund requests, questions about our policies, or to discuss special circumstances, please contact:

Shineoeskeleton
133 Blenheim Road
Riccarton, Christchurch 8041
New Zealand

Email: info@shineoeskeleton.world
Phone: +64 800 727 899
Business Hours: Monday to Friday, 9:00 AM - 5:00 PM NZST
Weekend inquiries: We check emails on weekends and will respond on the next business day

When contacting us about a refund or return, please include:

• Your booking reference number or invoice number
• The date of your event (if applicable)
• A clear description of your concern or reason for the refund request
• Any relevant photos or documentation
• Your preferred contact method and best times to reach you

We aim to acknowledge all refund requests within 2 business days and provide a resolution within 10 business days.