Refund Policy

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1. Return Policy

We want you to be completely satisfied with your purchase. Under the Consumer Guarantees Act 1993 (New Zealand), you have certain rights and guarantees. If you are not satisfied with your order, you may return it within 30 days of receipt for a refund or exchange, subject to the conditions outlined below.

Consumer Guarantees: Our products come with guarantees under the Consumer Guarantees Act 1993 that they will be of acceptable quality, fit for purpose, and match their description. If a product fails to meet these guarantees, you may be entitled to a remedy.

2. Eligibility for Returns

To be eligible for a return, the following conditions must be met:

  • The product must be unopened and in its original packaging
  • The return must be initiated within 30 days of delivery
  • You must have proof of purchase (order confirmation email)
  • The product must be in the same condition as when received

3. Return Process

To initiate a return, please follow these steps:

  1. Contact us at helpdesk@xlozarinaezlein.world with your order number and reason for return
  2. We will provide you with a return authorization and shipping instructions
  3. Package the product securely in its original packaging
  4. Ship the product to the address provided by our customer service team
  5. Once we receive and inspect the returned product, we will process your refund

4. Refund Processing

Refunds will be processed as follows:

  • Refunds will be issued to the original payment method used for the purchase
  • Processing time: 5-10 business days after we receive the returned product
  • You will receive an email confirmation once the refund has been processed
  • Please allow additional time for the refund to appear in your account, depending on your bank or credit card company

5. Shipping Costs

Original shipping costs are non-refundable unless the return is due to our error or a defective product. Return shipping costs are the responsibility of the customer, unless otherwise specified by our customer service team.

6. Non-Refundable Items

The following items are not eligible for return or refund:

  • Products that have been opened or used
  • Products returned after the 30-day return period
  • Products without proof of purchase
  • Products damaged due to misuse or negligence

7. Defective or Damaged Products

If you receive a defective or damaged product, please contact us immediately at helpdesk@xlozarinaezlein.world with photos of the damage. We will arrange for a replacement or full refund, including return shipping costs.

8. Cancellations

You may cancel your order before it has been shipped. Once an order has been shipped, it cannot be cancelled, but you may return it according to our return policy.

9. Consumer Rights

Nothing in this Refund Policy excludes, restricts, or modifies any rights you may have under the Consumer Guarantees Act 1993 (New Zealand) or any other applicable consumer protection legislation. If you believe a product does not meet the guarantees under the Consumer Guarantees Act 1993, please contact us to discuss your options.

10. Contact Us

If you have any questions about our Refund Policy or need assistance with a return, please contact us:

Email: helpdesk@xlozarinaezlein.world
Address: 6 Kingsford Smith Drive, Waimakariri, Rangiora 7400, New Zealand
Phone: +64800328348