Return Policy

Last updated: 12 March 2025

1. Contact details

For all return and refund requests, please contact us at:

Fraxylonzymrax
6/45 Luckens Road, West Harbour, Auckland 0618, New Zealand
Email: admin@fraxylonzymrax.world
Phone: +64 9 416 1703

We will respond to your request within a reasonable time (typically within 5 business days) and guide you through the return process where applicable.

2. Your statutory rights

This Return Policy does not affect your statutory rights. If you are a consumer in New Zealand, the Consumer Guarantees Act 1993 (CGA) gives you rights when goods are faulty, not as described, or do not do what they are supposed to. If we have failed to meet a consumer guarantee, you may be entitled to a remedy such as repair, replacement, or refund, depending on the nature of the failure and whether it is major or minor. We will comply with our obligations under the CGA. If you are in another jurisdiction, your local consumer laws may also give you rights that cannot be excluded by this policy.

3. Eligibility for returns (voluntary returns)

In addition to your statutory rights, we offer a voluntary return option for unused and unopened products in their original packaging, subject to the following conditions:

• You must contact us within 14 days of receiving the product to request a return.
• The product must be unused, unopened, and in resaleable condition in the original packaging.
• You must follow the return instructions we provide (e.g. return address, packaging requirements).
• You are responsible for the cost of returning the product unless the return is due to our error (e.g. wrong item sent, defective product) or we have agreed otherwise in writing.

We reserve the right to refuse a return or to charge a restocking fee if the product does not meet the above conditions, or if we suspect misuse or abuse of the return policy. Products that have been opened, used, or damaged by the customer are not eligible for voluntary return unless we have agreed otherwise or the CGA (or other applicable law) requires a remedy.

4. Defective or incorrect products

If you receive a product that is defective, damaged in transit, or not what you ordered, please contact us as soon as possible (ideally within 7 days of delivery) and provide your order number and, if possible, photos of the product or packaging. We will investigate and, where we are at fault, we will arrange a replacement or full refund (including any delivery charges you paid). In such cases we may ask you to return the product at our expense, or we may ask you to dispose of it and provide evidence if required. We will not require you to return products that are hazardous or impractical to return, where the law allows.

5. Refund process

Refunds will be processed once we have received and inspected the returned product (where return is required), or once we have confirmed that a replacement or refund is due (e.g. in cases of non-delivery or our error). Refunds will be made using the same payment method you used for the original purchase, unless we agree otherwise or the law requires a different approach. Please allow up to 10 business days for the refund to appear in your account after we have processed it. We will notify you by email when the refund has been processed. If you have not received your refund within this period, please contact us and we will follow up with the payment provider.

6. Partial refunds

In some cases we may offer a partial refund instead of a full refund, for example: if the product has been opened or used but we accept a return; if the product is returned in a condition that is not resaleable; or where we are permitted to reduce the refund to account for use or damage under applicable law. We will explain the reason for any partial refund before processing it.

7. Exchanges

We do not offer direct exchanges. If you wish to receive a different product or variant, please request a return and refund in accordance with this policy, and place a new order for the product you want. We will process the return and refund as set out above. If the reason for the return is our error (e.g. wrong product sent), we may at our discretion arrange an exchange or send the correct product without requiring you to return the original, where appropriate.

8. Delivery charges

If you received free delivery and you return the product for a reason that is not our fault (e.g. change of mind), we may deduct from your refund the cost we incurred for delivery, to the extent permitted by law. If the return is due to our fault (e.g. defective or wrong product), we will refund the full amount you paid, including delivery. If you paid for delivery and the return is due to our fault, we will refund the delivery cost; if the return is voluntary (e.g. change of mind), we may not refund the original delivery charge and you will bear the cost of returning the product unless we agree otherwise.

9. Time limits

For voluntary returns, you must contact us within 14 days of delivery. For claims under the CGA or other consumer laws, different time limits may apply; we will not unreasonably refuse a valid claim. We will process approved returns and refunds as quickly as possible and will keep you informed of any delay.

10. How to initiate a return

To request a return or refund:

1. Contact us by email at admin@fraxylonzymrax.world (or by phone at +64 9 416 1703) with your order number, the reason for the return, and any relevant details or photos.
2. We will confirm whether your return is accepted and send you return instructions if applicable (including the return address and any reference number).
3. If you are required to send the product back, pack it securely in its original packaging (or equivalent) and send it to the address we provide. We recommend using a trackable delivery service and keeping proof of postage.
4. Once we receive and inspect the product, we will notify you of the outcome and process any refund or replacement in accordance with this policy.

11. International orders

Our primary operations are in New Zealand. If you are located outside New Zealand and have ordered from us, return and refund arrangements will still be governed by this policy and our Terms of Service. You may be responsible for return shipping costs and any customs or import duties. We will comply with applicable consumer law in your country where it applies to the transaction.

12. Changes to this Return Policy

We may update this Return Policy from time to time. The "Last updated" date at the top will be revised when we make changes. Changes apply to returns requested after the updated policy is published. For returns requested before the change, the previous version of the policy that was in effect at the time of your purchase may apply where fair. We encourage you to review this page periodically.

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