Effective Date: June 24, 2026
1. Overview
Welcome to Rex Homes Limited (“we,” “our,” or “us”). We want you to be completely satisfied with your purchase from rex-homes.com (the “Site”). If you are not satisfied, we are here to help you resolve the issue.
This Refund and Returns Policy outlines the conditions, timeframes, and procedures for returning products purchased on our Site. By making a purchase, you agree to the terms stated below.
2. Strict No “Refund Only” Policy
We enforce a strict No “Refund Only” (No Returnless Refund) policy.
- Physical Return Mandatory: We do not issue refunds for any product under any circumstances unless the physical item is successfully returned to our designated return address.
- No Free Keeping: Customers are never permitted to keep a product and receive a financial refund simultaneously.
- Inspection Requirement: Every product must pass our physical inspection at our warehouse or registered office before any refund, store credit, or exchange processing begins.
If you refuse to return the physical item, your request for a refund will be immediately denied.
3. Return Eligibility Window
You have 30 calendar days from the exact delivery date of your item to request a return. If 30 days have gone by since your delivery, we unfortunately cannot offer you a refund or exchange.
4. Condition of Returned Items
To qualify for a valid return and subsequent refund, the item must meet the following criteria:
- The item must be unused, unwashed, and in the same condition that you received it.
- The item must be securely packed in its original product packaging.
- All original tags, labels, documentation, accessories, and promotional gifts must be included inside the package.
- You must provide a valid receipt, invoice, or proof of purchase from our Site.
We reserve the right to deny a refund or issue only a partial store credit if items are returned damaged, altered, missing parts, or showing clear signs of use.
5. Non-Returnable Items
The following types of products are strictly exempt from being returned and are not eligible for refunds:
- Gift cards and digital download products.
- Custom-made, personalized, or bespoke items manufactured to your specific dimensions or design requirements.
- Items purchased on clearance or marked clearly as “Final Sale.”
- Items of a personal or hygienic nature (e.g., opened bedding, specific textiles) where the safety seal has been broken.
6. Return Shipping and Costs
- Customer Responsibility: You are responsible for paying all shipping costs associated with returning your item. Shipping costs are completely non-refundable.
- Trackable Services Required: We highly recommend using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item. If a returned package is lost in transit before reaching us, no refund will be issued.
7. Inspection and Processing
- Receipt: Once your return package is physically received at our office, our team will open and inspect the contents.
- Notification: We will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund based on the condition of the product.
- Approval: If the return is approved, your refund will be processed. A credit will automatically be applied to your original method of payment within 7 to 14 business days.
8. Damaged, Defective, or Wrong Items
If you receive an item that is damaged, defective, or incorrect due to our error, you must still comply with our return policy:
- Contact us within 48 hours of delivery via email at petalzz@rex-homes.com.
- Provide photographic or video evidence showing the defect or damage.
- Return Required: Even for damaged or defective items, you must ship the physical item back to us. Once our team inspects and confirms the defect, we will refund the product price and reimburse your standard return shipping costs. We will not issue a refund without receiving the damaged product back.
9. Exchanges
We only replace items if they are defective, damaged at arrival, or if you need a different size of the exact same product. If you need to exchange an item, please send an email to petalzz@rex-homes.com to initiate the process. The physical exchange will only occur after your original item is received and inspected at our headquarters.
10. Late or Missing Refunds
If you have been notified of an approved refund but have not seen the funds in your account yet:
- First, double-check your bank account or contact your credit card company. It often takes some processing time before a refund is officially posted.
- Next, contact your bank to ask about their standard processing delays.
- If you have done all of this and still have not received your refund, please contact us.
11. Contact Information
For all return requests, questions, or tracking submittals, please reach out to our customer support team:
Rex Homes Limited
- Website: rex-homes.com
- Email: petalzz@rex-homes.com
- Return Address: Care of Harts Chartered Accountants, Level 1, 320 Ti Rakau Drive, Burswood, Auckland, 2013
- Phone: +(64) 21 135 5174