Refund Policy
- Document
- SYQ-REF
- Effective
- 3 June 2026
- Entity
- S Y Q LIMITED
- Jurisdiction
- New Zealand
This Refund Policy explains when and how S Y Q LIMITED ("Syq", "we", "us") issues refunds. It works alongside our Return Policy. Our aim is to be fair and clear.
1. When you're entitled to a refund
- Your item arrives faulty, damaged or not as described.
- Your order is incorrect (wrong kit or missing items).
- You return an eligible, unopened item within the return window (see our Return Policy).
2. How refunds are paid
Approved refunds are issued to your original payment method via our payment processor. Once approved, please allow 5–10 business days for the funds to appear, depending on your bank or card issuer.
3. What we refund
For faulty, damaged, incorrect or not-as-described items, we refund the full price of the affected item and any related shipping. For change-of-mind returns of eligible unopened items, we refund the item price; original and return shipping may not be refundable (see Return Policy).
4. Non-refundable items
For hygiene, safety and the nature of the product, the following are not refundable unless faulty or not as described:
- Opened kits and loose beads once the seal is broken.
- Custom or personalised jewelry made to your specification.
- Digital guide downloads once accessed.
5. How to request a refund
Email support@yqgroupnz.com with your order number and, where relevant, photos of the issue. We may ask you to return the item before issuing a refund. Nothing in this policy affects your rights under the New Zealand Consumer Guarantees Act or mandatory consumer law in your country.
6. Contact
Questions about a refund? Contact support@yqgroupnz.com or +64 1324129910.