Refund Policy

1. Introduction

At Zomralexchor, we are committed to providing quality products and excellent customer service. This Refund Policy outlines the terms and conditions for returns, exchanges, and refunds for Vivatonix and other products purchased through our website zomralexchor.ddd.

This policy complies with the New Zealand Consumer Guarantees Act 1993 and other applicable consumer protection laws. Please read this policy carefully before making a purchase.

2. Return Eligibility

2.1 Eligible Returns

You may return products purchased from our website if:

• The return request is made within 30 days of the original delivery date
• The product is unopened and in its original, sealed packaging
• The product is in resalable condition
• You have proof of purchase (order confirmation email or receipt)

2.2 Non-Eligible Returns

We cannot accept returns for:

• Products that have been opened or used
• Products returned after 30 days from the delivery date
• Products with damaged packaging due to customer handling
• Products purchased from unauthorized third-party sellers
• Products that show signs of tampering

3. Consumer Guarantees

In addition to our voluntary return policy, your rights under the New Zealand Consumer Guarantees Act 1993 may entitle you to a remedy if products:

• Are not of acceptable quality
• Are not fit for a particular purpose
• Do not match the description provided
• Are not supplied with due care and skill

These statutory rights apply regardless of our voluntary return policy and cannot be excluded by contract.

Where a failure is substantial, you may be entitled to reject the goods and choose a refund or replacement. For non-substantial failures, we may choose to repair, replace, or refund in line with the Consumer Guarantees Act 1993.

4. Return Process

4.1 Initiating a Return

To initiate a return, please follow these steps:

1. Contact Us: Email us at writetous@zomralexchor.world with your order number, the reason for return, and photos of the product if applicable.
2. Receive Authorization: Wait for our return authorization and instructions. We aim to respond within 2 business days.
3. Package the Product: Securely package the product in its original packaging to prevent damage during transit.
4. Ship the Return: Send the product to the address provided in our return authorization.
5. Confirmation: Once we receive and inspect your return, we will process your refund or exchange.

4.2 Return Shipping

For returns due to:

• Change of mind: You are responsible for return shipping costs.
• Defective or incorrect products: We will cover return shipping costs and provide a prepaid shipping label.
• Products not matching description: We will cover return shipping costs.

We recommend using a trackable shipping service for all returns. We are not responsible for returns lost in transit.

5. Refund Process

5.1 Refund Timeline

Once we receive and inspect your returned product:

• Inspection typically takes 3-5 business days
• If approved, refunds are processed within 5-7 business days after inspection
• Refunds are issued to the original payment method
• Your bank or payment provider may take additional time to post the refund to your account (typically 5-10 business days)

5.2 Refund Amount

Refunds will be processed as follows:

5.3 Partial Refunds

In some cases, partial refunds may be issued if:

• The returned product is not in its original condition
• The product is missing original packaging or components
• The product shows signs of use or damage not caused during shipping

6. Exchanges

If you wish to exchange a product for a different item:

• Contact our customer service to arrange the exchange
• Return the original product following our return process
• Once received, we will ship the replacement product
• Any price differences will be charged or refunded accordingly

For defective products, we will expedite the exchange process and cover all associated shipping costs.

7. Damaged or Defective Products

7.1 Reporting Damage

If your product arrives damaged or defective:

• Contact us as soon as reasonably possible after receiving the product
• Provide photos of the damage or defect
• Include photos of the packaging
• Keep the product and all packaging until we provide instructions

7.2 Resolution Options

For damaged or defective products, we offer:

• Full refund including shipping costs
• Replacement product at no additional cost
• Store credit for future purchases

Resolution options are provided subject to applicable law and the nature of the issue reported.

8. Order Cancellation

8.1 Before Shipment

If you wish to cancel an order before it has been shipped:

• Contact us immediately at writetous@zomralexchor.world
• If the order has not been processed, we will cancel it and issue a full refund
• Refunds for cancelled orders are typically processed within 3-5 business days

8.2 After Shipment

Once an order has been shipped, it cannot be cancelled. You may refuse delivery or return the product following our standard return process once you receive it.

9. International Orders

For orders shipped outside New Zealand:

• Return shipping costs are the responsibility of the customer unless the product is defective
• Customs duties, taxes, or fees paid during the original shipment are non-refundable
• We recommend using a trackable international shipping service
• Please allow additional time for international returns to be processed

10. Gift Orders

For products received as gifts:

• Returns will be processed as store credit for the recipient
• If you have the order number, we can process a refund to the original purchaser
• Gift recipients should contact us with available order details

11. Promotional and Sale Items

Products purchased during promotions or sales are subject to the same return policy. The refund amount will be based on the price actually paid at the time of purchase.

12. Processing Fees and Deductions

We do not charge restocking fees for approved returns. Any deduction from a refund will be explained to you in writing and will only be applied where permitted by law (for example, where returned goods are not in the condition required for a change-of-mind return).

13. Contact Us

If you have any questions about our Refund Policy or need assistance with a return, please do not hesitate to contact us:

14. Policy Updates

We reserve the right to update this Refund Policy at any time. Changes will be effective immediately upon posting to our website. The policy in effect at the time of your purchase will apply to that transaction.