Return Policy

Last updated: 25 March 2026

Seller: Ghunexareuxexar | 6/45 Luckens Road, West Harbour, Auckland 0618, New Zealand | Email: feedback@ghunexareuxexar.world | Phone: +64 9 416 1703

1. Overview

At Ghunexareuxexar, we want you to be satisfied with your purchase of Zenavora. This Return Policy sets out the conditions under which you may return products and receive a refund or replacement.

This policy is in addition to, and does not limit, your rights under the New Zealand Consumer Guarantees Act 1993 and the Fair Trading Act 1986. Where applicable law provides greater rights than those described in this policy, those legal rights will apply.

2. 14-Day Return Window

You may return an eligible product within 14 calendar days from the date you receive your order. To be eligible for a return under this policy, the product must meet the conditions set out in Section 3 below.

The 14-day return window begins on the day you receive your order, as evidenced by the delivery confirmation from our courier partner.

3. Eligibility Conditions for Returns

To be eligible for a return and refund under this policy, the following conditions must be met:

  • The return request is made within 14 calendar days of receipt of the product
  • The product is in its original, unopened condition
  • The product packaging is intact and undamaged
  • The product seal has not been broken or tampered with
  • The product has not been used
  • The product is accompanied by proof of purchase (order confirmation email or order number)

We are unable to accept returns of products that have been opened, partially used, or where the packaging has been damaged by the customer, for hygiene and safety reasons relating to food supplements.

4. Non-Returnable Items

The following items are not eligible for return under this policy:

  • Opened or partially used products
  • Products with broken seals
  • Products that have been stored improperly or damaged by the customer
  • Products returned after the 14-day return window has expired
  • Products purchased as part of a promotional offer where the return conditions were specifically excluded (we will notify you of any such exclusions at the time of purchase)

5. Faulty or Damaged Products

If you receive a product that is faulty, damaged, or does not match its description, your rights under the Consumer Guarantees Act 1993 apply regardless of the 14-day return window. In such cases:

  • Contact us within a reasonable time of discovering the fault or damage
  • Provide a description of the fault or damage and, where possible, photographic evidence
  • We will assess your claim and, where the fault is confirmed, offer you a repair, replacement, or full refund at our discretion (or at your choice in the case of a major failure)

We will cover all return shipping costs for faulty or damaged products.

6. How to Initiate a Return

To initiate a return, please follow these steps:

  1. Contact us: Email us at feedback@ghunexareuxexar.world within the 14-day return window. Include your order number, the reason for your return, and whether you are requesting a refund or replacement.
  2. Receive return authorisation: We will respond within 2 business days with return instructions and a return authorisation number (RAN). Do not return products without first obtaining a RAN.
  3. Package your return: Securely package the product in its original packaging. Include your order number and RAN inside the package.
  4. Ship your return: Send the product to the return address provided in our return authorisation email. We recommend using a tracked shipping service. You are responsible for return shipping costs unless the product is faulty or damaged.
  5. Confirmation: Once we receive and inspect your return, we will notify you of the outcome within 3 business days.

7. Return Shipping Costs

The allocation of return shipping costs is as follows:

  • Change of mind returns: You are responsible for the cost of return shipping
  • Faulty or damaged products: We will cover the cost of return shipping and will provide a prepaid return label
  • Incorrect items sent: We will cover the cost of return shipping and will provide a prepaid return label

8. Refund Process

8.1 Refund Method

Approved refunds will be processed to your original payment method. We are unable to issue refunds to a different payment method or account than the one used for the original purchase.

8.2 Refund Timeline

Once your return has been received and approved, refunds will be processed as follows:

  • We will initiate the refund within 3 business days of approving your return
  • Credit card refunds typically appear on your statement within 5–10 business days, depending on your card issuer
  • PayPal refunds are typically processed within 3–5 business days
  • Bank transfer refunds are typically processed within 3–5 business days

8.3 Partial Refunds

In certain circumstances, we may issue a partial refund. This may occur where:

  • The product is returned in a condition that does not fully meet our return conditions but we choose to accept the return as a gesture of goodwill
  • Only part of an order is returned

9. Exchanges

We do not offer direct product exchanges. If you wish to exchange a product, please return the original product for a refund (subject to the eligibility conditions above) and place a new order for the desired product.

10. Order Cancellations

If you wish to cancel your order before it has been dispatched, please contact us as soon as possible at feedback@ghunexareuxexar.world or by phone at +64 9 416 1703.

If your order has not yet been dispatched, we will cancel it and issue a full refund. If your order has already been dispatched, you will need to follow the return process outlined above once you receive the product.

11. Consumer Guarantees Act 1993

Nothing in this Return Policy limits or excludes your rights under the Consumer Guarantees Act 1993. Under this Act, our products must be of acceptable quality, fit for purpose, and match their description. If a product fails to meet a consumer guarantee, you are entitled to a remedy from us.

For major failures under the Consumer Guarantees Act, you may choose to:

  • Return the product and receive a full refund
  • Return the product and receive an identical replacement or one of similar value
  • Keep the product and receive compensation for the reduction in value

For minor failures, we may choose to repair or replace the product rather than provide a refund.

12. Disputes

If you are not satisfied with how we have handled your return or refund request, please contact us at feedback@ghunexareuxexar.world. We will do our best to resolve your concern promptly.

If we are unable to resolve your dispute, you may refer the matter to the New Zealand Disputes Tribunal (for amounts up to NZ$30,000) or seek advice from Consumer Protection New Zealand at consumerprotection.govt.nz.

13. Contact Us

For all return and refund enquiries, please contact us: