Return and Refund Policy

1. Definitions

“Business day” means a day that is not a Saturday, Sunday, or public holiday in Auckland, New Zealand.
“Consumer” has the meaning in the CGA for goods acquired for personal, domestic, or household use.
“Product” means Balanciax units and accessories sold by us.
“You” means the purchaser or their authorised representative.

2. Cooling-off and change of mind

New Zealand law does not impose a universal statutory cooling-off period for online purchases of goods equivalent to some overseas regimes. We nevertheless offer a 14 calendar day change-of-mind window for unopened Products returned in original condition with seals intact and packaging suitable for resale, provided the request is initiated within 14 days of delivery to your address. Opened food supplements cannot be accepted for change-of-mind returns due to health, safety, and hygiene reasons, except where the CGA or other law requires a remedy for failure of guarantees.

To initiate a change-of-mind return within the voluntary window, email message@zlozariniushonox.world with your order number, a description of items, and photographs showing unopened seals if requested. We will issue a return authorisation (“RA”) number and the return delivery address. Returns without an RA may be delayed or refused.

3. Statutory remedies for defective or misdescribed goods

If a Product is defective, not of acceptable quality, not fit for purpose you made known, or does not match its description, you may have remedies under the CGA including repair, replacement, or refund. Minor faults may first be remedied by repair or replacement where reasonable. Serious failures may entitle you to reject the Product and obtain a refund or replacement. These rights exist in addition to any voluntary policy.

Contact us promptly with details and images of the issue. We may request return of the affected unit for inspection. If we confirm a breach of guarantee, we will meet the cost of return shipping in New Zealand unless the CGA or fairness considerations indicate otherwise.

4. Incorrect or damaged shipments

If you receive the wrong item or the parcel arrives materially damaged, notify us within 48 hours of delivery with photographs of the outer carton and affected Products. We will arrange replacement or refund, including reasonable return or disposal instructions. Failure to report visible transit damage within this window may affect our ability to claim against the carrier but does not remove CGA rights where applicable.

5. Non-returnable items

Except as required by law, the following are generally non-returnable: opened food supplements; items marked as final sale at purchase; gift cards or digital codes if offered; items damaged due to misuse, improper storage contrary to label instructions, or force majeure after delivery. Personalised or custom-labelled batches, if ever offered, are non-returnable unless defective.

6. Return shipping and risk

For approved change-of-mind returns, you are responsible for return shipping costs unless we state otherwise in writing. Use a tracked service and retain proof of posting until we confirm receipt. Risk of loss in transit for returns remains with you until the parcel arrives at our designated facility, except where we provide a prepaid label for defective goods.

7. Refund processing

Once we receive and inspect an approved return, we aim to process refunds within 5 business days. Refunds are issued to the original payment method where technically possible; otherwise we will propose an alternative traceable method. Bank processing times may add additional days before funds appear. If partial bundles are returned, refunds are prorated to the returned items excluding shipping fees unless the entire order is cancelled under applicable law.

8. Exchanges

We do not guarantee exchanges for food supplements. Where stock permits, we may treat an exchange as a return plus new order. Any price difference and shipping will be calculated at the time of processing.

9. Chargebacks

If you initiate a payment dispute, please simultaneously inform us so we can attempt resolution. Unresolved chargebacks may lead to account restrictions where accounts exist and may delay legitimate refunds while the bank investigates.

10. International customers

If we ship outside New Zealand where offered, return costs, customs, and import taxes may differ. Local consumer laws may also apply. Contact us before returning goods from overseas to obtain instructions compliant with customs rules for food supplements.

11. Record-keeping

We retain return and refund records for audit, tax, and dispute resolution in line with our Privacy Policy.

12. Changes

We may update this Policy to reflect operational or legal changes. The effective date at the top indicates the current version. Purchases are governed by the Policy version in effect at the time of purchase unless mandatory law requires otherwise.

13. Regulatory information

For consumer disputes, you may contact Consumer Protection (Ministry of Business, Innovation and Employment) for general guidance. Nothing in this Policy limits your right to escalate matters to a disputes tribunal or courts where thresholds are met.

14. Gift purchases and third-party recipients

If a Product is purchased as a gift, the purchaser remains our contractual counterparty for payment and initial communications. The recipient may assert CGA rights if they are a consumer and the goods were intended for their personal use, subject to proof of supply chain and purchase details. We may require the purchaser’s cooperation to verify the transaction before issuing refunds to a different party for fraud-prevention reasons.

15. Partial returns and bundles

Where a promotion bundles multiple units or adds a free accessory, partial returns are calculated so that retained items are charged at the ordinary single-unit price prevailing at purchase unless the promotion terms specify otherwise. If returning one unit breaks a bundle discount, the refund may be adjusted to reflect the value of retained items at standard pricing.

16. Product recalls and safety notices

If a regulatory authority or our quality team identifies a safety concern, we may initiate a voluntary recall. Affected customers will be notified by email or telephone using the details supplied with the order. Remedies may include destruction instructions with full refund, replacement batches, or other measures consistent with regulator guidance. Statutory guarantees continue to apply alongside any voluntary recall programme.

17. Fraud prevention and abuse

We monitor return patterns to detect abuse such as excessive serial returns, empty-bottle claims inconsistent with purchase dates, or use of forged documentation. Where good-faith investigation supports a conclusion of abuse, we may refuse discretionary change-of-mind returns while still honouring mandatory legal remedies supported by credible evidence.

18. Goodwill gestures

Outside strict legal requirements, we may offer store credit or partial refunds as goodwill where fairness supports such a step. Goodwill gestures are voluntary, may require confidentiality of terms, and do not create a precedent for future claims.

19. Evidence and inspection

We may retain returned units for quality investigation, photographic documentation, and supplier trace-back for a reasonable period before destruction in line with food safety rules. Personal data on labels is handled per our Privacy Policy.

20. Contact matrix for return types