Refund Policy

1. Contact Information

For all refund and return inquiries, please contact us using the details above. We aim to respond within 2 business days.

2. Eligibility for Returns and Refunds

You may request a return or refund in the following circumstances:

• Faulty or defective product: The product does not conform to its description or has a manufacturing defect.
• Damaged in transit: The product arrives damaged due to shipping. Please retain packaging and photographic evidence.
• Wrong product shipped: You received a different product than what you ordered.
• Change of mind: You wish to return an unopened product within 14 days of receipt. The product must be in its original packaging with seals intact.

We reserve the right to inspect returned products and may refuse refunds if the product has been used, opened (except when faulty), or is not in resalable condition.

3. Return Process

To initiate a return, please follow these steps:

1. Contact us at office@sraxylondrdrizae.world within 14 days of receipt (or within a reasonable time for faulty items).
2. Provide your order number, reason for return, and any supporting evidence (e.g., photos of damage).
3. We will review your request and send return instructions and a Return Authorization (RA) number if applicable.
4. Pack the product securely in its original packaging where possible. Include the RA number inside the package.
5. Ship the product to the address we provide. We recommend using a trackable shipping method.
6. Retain proof of postage until your refund is processed.

4. Refund Timeline

Once we receive and inspect the returned product:

• Refunds are processed within 14 business days of receipt.
• Refunds are issued to the original payment method used for the purchase.
• You will receive an email confirmation when the refund has been processed.
• Depending on your bank or payment provider, it may take an additional 5–10 business days for the refund to appear in your account.

5. Non-Refundable Items

The following may not be eligible for refund:

• Opened or used products (except when faulty or not as described).
• Products that have been damaged due to misuse or improper storage.
• Perishable or consumable items that have been opened.
• Products returned without prior authorization or outside the return window.

6. Shipping Costs

For faulty, defective, or incorrectly shipped items, we will cover the cost of return shipping. We will provide a prepaid return label or reimburse your return shipping costs upon approval.

For change-of-mind returns, you are responsible for the cost of return shipping. The original shipping cost paid at checkout is non-refundable unless the return is due to our error.

7. Exchanges

We may offer exchanges for defective or wrong items. If you prefer an exchange rather than a refund, please indicate this when contacting us. Exchanges are subject to product availability. If the requested product is unavailable, we will process a refund instead.

8. Partial Refunds

In some cases, we may offer a partial refund rather than a full refund. This may apply when:

• The product has been partially used but does not meet your expectations.
• There is minor damage that does not affect the product's core functionality.
• You have changed your mind and the product shows signs of use.

9. Consumer Guarantees Act (New Zealand)

Under the Consumer Guarantees Act 1993, you have statutory rights that cannot be excluded. Our products must 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 repair, replacement, or refund. This policy operates in addition to those rights.