Return Policy

This Return Policy ("Policy") applies to all skin care products purchased from Zimravenchakrell ("we", "us", "our") via the website zimravenchakrell.world (the "Site") or through direct contact with us (including by phone, email, or in person at our New Plymouth location). We want you to be satisfied with your purchase of our seasonal skin care products, including our Daily Light Moisturiser, Broad-Spectrum Sun Lotion, and Rich Barrier Cream. This Policy sets out the conditions under which you may return products, request refunds or exchanges, and the procedures you must follow. Please read this Policy carefully before making a purchase. By placing an order, you agree to this Policy to the extent it applies to your order. If you have any questions, please contact us using the details on our Site before returning any product.

Scope and Definitions

This Policy covers returns, refunds, and exchanges for skin care products supplied by Zimravenchakrell. "Product" or "products" means any item(s) you have purchased from us, including but not limited to moisturisers, sun protection products, barrier creams, and any other skin care items we offer. "Delivery" means the date on which the product is received by you or by a person authorised to receive it on your behalf (or, for delivery to a specified address, the date on which the carrier records delivery). "Business days" means Monday to Friday, excluding New Zealand public holidays. References to "original packaging" mean the packaging in which the product was supplied to you, including any outer box, seal, or tamper-evident feature where applicable.

Eligibility for Returns

You may be eligible to return a product under this Policy only if it meets the following conditions, unless we have agreed otherwise in writing or unless the product is faulty or not as described (in which case different provisions apply as set out below). First, the product must be unopened and in its original packaging, with any seals or tamper-evident features intact. Second, the product must be in resalable condition, with no damage, soiling, or deterioration. Third, the return must be requested within the return window we have specified for your order (typically 14 or 30 days from the date of delivery, as stated at the time of purchase or on your order confirmation). Products that have been opened, used, or damaged after delivery may not be accepted for return for hygiene and safety reasons, except where the product is faulty or not as described. We reserve the right to refuse any return that does not meet these conditions or that appears to have been used beyond a minimal trial. If you are unsure whether your product qualifies for return, please contact us with your order details (including your name, order reference or date of purchase, and the product name) before sending the product back; we will advise you whether the return can be accepted and what steps to follow.

Faulty or Incorrect Products

If you receive a product that is faulty, damaged in transit, or not what you ordered (for example, wrong product or wrong quantity), please contact us as soon as possible. We ask that you notify us within a reasonable time, typically within 14 days of receipt, so that we can investigate and resolve the issue promptly. When you contact us, please provide your name, order reference or date of purchase, a description of the fault or error, and, if possible, clear photographs of the product and packaging. Please retain the product and all packaging until we have instructed you otherwise. We will work with you to arrange a replacement or a full refund, as appropriate. Where we have requested you to return the product and you have incurred reasonable return shipping costs, we will reimburse those costs or arrange an alternative solution. Under the Consumer Guarantees Act 1993 and other applicable New Zealand law, you may have additional statutory rights in relation to goods that do not meet consumer guarantees (for example, that goods are of acceptable quality, fit for purpose, and match their description). This Policy does not limit or exclude those rights where they cannot be lawfully excluded. If you believe a product does not meet a consumer guarantee, you may be entitled to a remedy such as repair, replacement, or refund depending on the nature of the failure; we encourage you to contact us so we can resolve the matter in good faith.

Change of Mind

If you simply change your mind about a purchase (and the product is not faulty or incorrect), we may, at our discretion, accept returns of unopened, resalable products within the return window we have specified for your order. Eligibility depends on the condition of the product and our stated policy at the time of sale. Return shipping for change-of-mind returns is typically at the customer's expense unless we have stated otherwise in writing (for example, in a promotion or on your order confirmation). We will process the refund only after we have received the returned product and confirmed that it meets our return conditions. Refunds will be made using the same method of payment used for the original purchase (for example, to the same card or account), unless we agree otherwise. Please note that we are not legally obliged to accept change-of-mind returns; our acceptance is a goodwill gesture subject to the conditions in this Policy. We do not refund the original outbound shipping cost for change-of-mind returns unless we have agreed otherwise.

How to Request a Return

To request a return, you must contact us first using the contact details on our website (zimravenchakrell.world). Please include in your message your full name, order reference or date of purchase, the name and quantity of the product(s) you wish to return, and the reason for the return (for example, change of mind, faulty product, or incorrect product received). We will respond as soon as practicable (typically within a few business days) with instructions on where to send the product and any return reference number or form you need to include. You must not send products back without prior agreement from us; unsolicited returns may not be processed or may be returned to you at your expense. When packing the product for return, please use secure packaging to prevent damage in transit. We are not responsible for items lost or damaged during return shipping unless we have specifically arranged and paid for the return ourselves (for example, in the case of faulty or incorrect products). We recommend that you use a trackable delivery method and retain proof of posting until the return has been processed.

Refund Processing

Refunds will be processed within a reasonable period after we receive the returned product and approve the return. Typically, we aim to process refunds within 5 to 10 business days of receipt and approval. The refund will be credited to your original payment method (for example, the same credit or debit card, or the same payment account). Depending on your bank or card issuer, it may take additional time (for example, 3 to 10 business days or more) for the refund to appear in your account. If you have not received your refund within the expected timeframe, please contact us with your order details so we can investigate. For change-of-mind returns, we do not refund the original outbound shipping cost unless we have stated otherwise. For faulty or incorrect items, we will refund the product price and, where applicable, reimburse or cover reasonable return shipping costs as set out above. Partial refunds may be given in certain circumstances (for example, where only part of an order is returned or where a product is returned in a condition that does not qualify for a full refund but we agree to accept it); we will notify you of any partial refund before processing it.

Exchanges

If you would like to exchange a product for a different variant (for example, a different product from our range, such as exchanging the Daily Light Moisturiser for the Rich Barrier Cream), please contact us. We will typically treat an exchange as a return of the original product and a new purchase of the requested product; the refund and return conditions in this Policy apply to the return, and the new purchase is subject to our standard terms and availability. Exchanges are subject to product availability; we cannot guarantee that we will be able to fulfil every exchange request. If the requested product is not available, we may offer a refund for the returned item instead. Any price difference between the returned product and the new product will be handled as agreed at the time of the exchange (for example, you may need to pay the difference or we may refund the difference to you).

Products Not Eligible for Return

For hygiene and safety reasons, we generally cannot accept returns of skin care products that have been opened or used, unless the product is defective or not as described. Once a product is opened (for example, a seal is broken or a pump or tube is used), it may no longer be resalable and may pose hygiene concerns for other customers. Products that are sealed for hygiene (such as certain pumps, tubes, or jars) and that have been opened are therefore typically non-returnable except where they are faulty. Custom or personalised products may be non-returnable unless faulty. We will clearly indicate any such restrictions at the point of purchase where possible. If you are unsure whether a product can be returned after opening, please contact us before opening it.

Condition of Returned Products

Any product you return must be in the condition required under this Policy (unopened and in original packaging for change-of-mind returns, or as otherwise agreed for faulty or incorrect products). We reserve the right to reject or reduce the refund for products that arrive damaged, used, or otherwise not in the required condition. If we find that a returned product does not meet our return conditions, we may return it to you at your expense or dispose of it and notify you; we are not obliged to issue a refund in such cases. If we have already processed a refund and subsequently find that the product did not meet the return conditions, we may contact you to seek recovery of the refund amount.

Consumer Rights

This Return Policy is in addition to, and does not replace, your statutory rights under New Zealand law. In particular, the Consumer Guarantees Act 1993 gives you rights and remedies in respect of goods that do not meet the statutory consumer guarantees (for example, that goods are of acceptable quality, fit for any particular purpose made known to the supplier, and match their description). Nothing in this Policy is intended to limit or exclude those rights where they cannot be lawfully excluded. If you believe a product does not meet a consumer guarantee, you may have the right to a remedy such as repair, replacement, or refund, depending on the nature of the failure and the type of product. We encourage you to contact us in the first instance so we can resolve any concerns in good faith. If we cannot resolve a dispute, you may have the right to refer the matter to a dispute resolution scheme or to the courts.

Limitation of Liability

Our liability in connection with returns, refunds, and exchanges is limited to the refund or replacement of the product (or reimbursement of return shipping where we have agreed to cover it) as set out in this Policy. We are not liable for any indirect or consequential losses (such as loss of time or inconvenience) arising from a faulty product, a delayed refund, or a rejected return, except where such liability cannot be excluded by law.

Changes to This Policy

We may update this Return Policy from time to time. The updated version will be posted on this page with a new effective date. Changes will apply to orders placed after the effective date unless we state otherwise. For orders already placed, the version of the Policy in effect at the time of purchase will apply to the extent of any conflict. We encourage you to review this Policy periodically and before making a purchase.

Contact

For all return enquiries, to request a return, or to report a faulty or incorrect product, please contact us using the address, phone number, or email provided on our website at zimravenchakrell.ddd. We will respond as soon as practicable and work with you to resolve any issues with your order in accordance with this Policy and applicable law.