Return Policy

Last updated:

1. Overview

At Quythraxkhon, we want you to be satisfied with your purchase of SproutVessel. This Return Policy outlines the terms and conditions for returning products and obtaining refunds. This policy operates in addition to your statutory rights under the New Zealand Consumer Guarantees Act 1993 and the Fair Trading Act 1986.

2. Eligibility for Returns

You may return a product if the following conditions are met:

  • The return request is made within 30 days of the delivery date
  • The product is in its original, unopened, and sealed packaging
  • The product has not been damaged due to misuse, neglect, or improper storage
  • You provide proof of purchase (order confirmation email or receipt)

3. Non-Returnable Items

For health and safety reasons, we cannot accept returns on:

  • Products that have been opened, partially used, or have broken seals
  • Products that have been damaged due to the customer's negligence or improper storage
  • Products returned after the 30-day return window

4. How to Initiate a Return

To start a return, please follow these steps:

  1. Contact us via email at connect-us@quythraxkhon.world with your order details and reason for the return.
  2. Our team will review your request and provide you with return instructions within 3 business days.
  3. Pack the product securely in its original packaging and ship it to the address provided in our return instructions.
  4. Include your order number and return authorization reference with the shipment.

Please do not send products back without first obtaining return authorization. Unauthorized returns may not be processed.

5. Return Shipping

Unless the return is due to a defect, error on our part, or a breach of consumer guarantees:

  • The customer is responsible for return shipping costs
  • We recommend using a trackable shipping service, as we are not responsible for items lost in transit
  • Original shipping fees are non-refundable unless the return is due to our error

6. Refund Process

Once we receive and inspect the returned product:

  • We will notify you via email within 5 business days of receiving the return
  • If the return is approved, a refund will be issued to your original payment method
  • Refunds are typically processed within 7–10 business days of approval
  • The time it takes for the refund to appear in your account may vary depending on your payment provider

7. Damaged or Defective Products

If you receive a product that is damaged, defective, or different from what you ordered:

  • Contact us within 7 days of receiving the product with photos of the damage or defect
  • We will arrange a replacement or full refund, including shipping costs
  • You may be asked to return the damaged product at our expense

8. Exchanges

We currently do not offer direct product exchanges. If you wish to exchange a product, please initiate a return and place a new order separately.

9. Cancellations

You may cancel your order before it has been dispatched. Once an order has been shipped, it cannot be cancelled and will be subject to this Return Policy. To cancel an order, contact us as soon as possible at connect-us@quythraxkhon.world.

10. Consumer Rights

This Return Policy does not affect your statutory rights. Under the New Zealand Consumer Guarantees Act 1993, products must be of acceptable quality, fit for purpose, and match their description. If a product fails to meet these guarantees, you are entitled to a remedy regardless of this Return Policy.

For consumers in the European Union, the right of withdrawal under the Consumer Rights Directive (2011/83/EU) applies. You have the right to withdraw from the purchase within 14 days of receiving the product without giving any reason, provided the product is returned in its original condition.

11. Changes to This Policy

We reserve the right to update this Return Policy at any time. Changes will be posted on this page with an updated "Last updated" date. The policy applicable to your purchase is the version in effect at the time of your order.

12. Contact Us

If you have questions about this Return Policy or need assistance with a return, please contact us:

  • Email: connect-us@quythraxkhon.world
  • Address: 155 Queen Street, Auckland CBD, Auckland 1010, New Zealand