Refund Policy

1. Overview

At Thorxianuekraxia, we want you to be satisfied with your purchase of Herbentrax. This Refund Policy outlines our voluntary return conditions and how we handle refunds. Your rights under the Consumer Guarantees Act 1993 ("CGA") are not limited by this policy—when goods do not meet the guarantees under the CGA (for example, acceptable quality, fitness for purpose, or match description), you have statutory rights to a remedy at no charge. This policy applies in addition to those rights.

2. Return Eligibility

2.1 Voluntary Returns (Change of Mind)

In addition to your statutory rights under the CGA (see section 10), we offer a voluntary return option for change of mind. You may return products under the following conditions:

• Products must be returned within 30 days of the delivery date
• Products must be unopened and in their original, sealed packaging
• Products must be in resalable condition
• Original proof of purchase must be provided

2.2 Non-Eligible Returns

The following items are not eligible for return or refund:

• Opened or used products
• Products returned after 30 days from delivery
• Products damaged due to misuse or improper storage
• Products purchased from unauthorized retailers
• Products with tampered or missing seals

3. Return Process

3.1 Initiating a Return

To initiate a return, please follow these steps:

1. Contact our customer service team at callme@thorxianuekraxia.world within 30 days of receiving your order
2. Provide your order number and reason for return
3. Wait for return authorization and instructions
4. Package the product securely in its original packaging
5. Ship the product to the address provided

3.2 Return Shipping

Return shipping costs are the responsibility of the customer, unless the return is due to our error (wrong item shipped, defective product, etc.). We recommend using a trackable shipping method to ensure the safe return of your product.

4. Refund Process

4.1 Refund Timeline

Once we receive and inspect your returned product:

• Inspection will be completed within 5 business days
• If approved, refund will be processed within 5-7 business days
• Refund will be issued to the original payment method
• Please allow additional time for your bank or card issuer to process the refund

4.2 Refund Amount

Approved refunds will include:

• Full product purchase price

The following are typically not refunded:

• Original shipping charges (unless return is due to our error)
• Return shipping costs

5. Damaged or Defective Products

5.1 Reporting Damaged Products

If you receive a damaged or defective product, please contact us within 48 hours of delivery with:

• Your order number
• Description of the damage or defect
• Photos of the damaged product and packaging

5.2 Resolution

For confirmed damaged or defective products, we will offer:

• Full refund including original shipping costs, or
• Replacement product shipped at no additional cost

6. Wrong Item Received

If you receive an incorrect item, please contact us within 48 hours of delivery. We will arrange for the correct item to be shipped at no additional cost and provide a prepaid return label for the incorrect item.

7. Order Cancellation

7.1 Before Shipping

Orders can be cancelled for a full refund if:

• Cancellation request is received before the order has shipped
• Contact us as soon as possible after placing your order

7.2 After Shipping

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

8. Exchanges

We currently do not offer direct exchanges. If you wish to exchange a product, please return the original item for a refund and place a new order for the desired product.

9. International Orders

For international orders:

• Return shipping costs are the responsibility of the customer
• Customs duties, taxes, and fees are non-refundable
• Please allow additional time for international returns to be processed

10. Your Statutory Rights (Consumer Guarantees Act 1993)

If you are a "consumer" under the Consumer Guarantees Act 1993 (i.e. you acquired the goods for personal, domestic, or household use), the following statutory rights apply and cannot be excluded or limited by this policy:

• Guarantees: Goods must be of acceptable quality, fit for any particular purpose made known to us, match their description, and comply with any sample or demonstration model.
• Remedies when a guarantee is not met: You may be entitled to have the failure remedied (repair or replacement) at no charge, or to reject the goods and choose a refund or replacement. Where the failure cannot be remedied or is of a substantial character, you may reject the goods and obtain a full refund of any money paid (or replacement).
• No time limit for CGA claims: Your right to a remedy for a failure to meet a guarantee is not limited to 30 days; it depends on the nature of the failure and whether you have accepted the goods. Our voluntary 30-day return window in section 2 is for change-of-mind only.

We will not require you to pay for the cost of remedying a failure to meet a guarantee (e.g. return shipping for faulty goods) where the CGA applies.

Other laws: This policy does not affect your rights under the Fair Trading Act 1986, the EU Consumer Rights Directive (for EU customers, including the 14-day right of withdrawal where applicable), or other applicable consumer protection laws.

If we cannot resolve a dispute, you may contact the Disputes Tribunal or seek guidance from Consumer Protection (consumerprotection.govt.nz).

11. Exceptions

In exceptional circumstances, we may consider returns outside of this policy on a case-by-case basis. Such decisions are at our sole discretion and do not create precedent for future requests.

12. Policy Changes

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