Principles
We aim for clear timeframes, honest assessment of product condition, and refunds through the original payment route whenever that is technically possible.
Proof
Keep your order confirmation and any tracking numbers. They speed up verification if a parcel goes missing in transit.
Who this applies to
This policy applies to consumers who purchase from Zelmaronvit for purposes mainly outside their trade, business, craft, or profession. Business purchasers may be subject to separate commercial terms stated in invoices or contracts.
Cooling-off and distance sales
Where the Consumer Guarantees Act 1993 and Fair Trading Act 1986 grant consumer protection rights for distance contracts, the period begins on the day you receive physical goods or on the day the service contract is concluded, as applicable. To exercise the right, send us a clear statement before the deadline expires. You may use email or post; a template is not required, but including your order reference helps us process faster.
If you withdraw before goods are dispatched, we refund all payments without undue delay. If goods have already shipped, you must return them within a reasonable time of notifying us unless we agree otherwise. We may withhold reimbursement until we receive the goods back or evidence that you sent them, whichever is earlier.
Digital content. If we supply digital content not on a tangible medium, different rules may apply once you have consented to early performance and acknowledged loss of withdrawal rights. We describe any such consent at checkout.
Perishable and sealed goods
Food and other perishable items cannot be returned unless they arrived damaged, spoiled through no fault of yours, or not as described. Health and safety rules may prevent us from reselling returned food; in those cases we may ask for photographs instead of a physical return before authorising a refund or replacement.
Goods sealed for hygiene reasons cannot be returned once unsealed if sealing was required for protection, unless they are faulty.
Services, workshops, and consultations
For booked services, cancellation windows and any non-refundable deposits are stated in the booking confirmation. If you cancel within the permitted window, we refund according to that schedule. If a service has already been fully performed with your agreement, the corresponding fee is generally not refundable unless the performance was defective.
If we cancel an event, we offer rescheduling or a full refund of amounts paid for the cancelled session, unless a force majeure clause in the booking terms provides a different remedy required by law.
Faulty or misdescribed items
If an item is defective, not as described, or not of satisfactory quality, you may have rights to repair, replacement, price reduction, or refund under consumer law. Contact us promptly with your order number and, where useful, photographs of the issue and packaging. Do not dispose of items until we confirm whether inspection is needed.
How to start a return
Email ask@zelmaronvit.world with “Return” and your order reference in the subject line. Include the items you wish to return, the reason, and whether you prefer a refund or replacement where choice exists. We reply with a return authorisation and, where relevant, a prepaid label or carrier instructions.
You may also write to 160 Broadway, Newmarket, Auckland 1023, New Zealand. Postal notification starts the cooling-off clock only when we can identify your order; email is usually faster.
Condition and packaging
Return goods in original packaging where reasonably possible, with all accessories and documentation included. Reasonable care during inspection is expected; unnecessary damage may reduce the refund we can offer. For non-perishable items, avoid writing on manufacturer boxes—use an outer shipping carton.
Refunds and timing
Once we approve a return and receive the goods or satisfactory proof of shipment, we process refunds within a reasonable time unless we notify you of an extension, for example when a bank investigation is required. Refunds go to the original payment method. If that method is no longer active, we work with you to find a secure alternative subject to fraud checks.
Return shipping costs
Where you withdraw under statutory cooling-off rights, you bear the direct cost of returning goods unless we delivered a wrong item or the item is faulty. If we provided free outbound shipping, we may deduct a reasonable standard delivery charge from your refund when the withdrawal applies to part of an order and changes the conditions that originally entitled you to free delivery.
International customers
If you order from outside New Zealand, import duties, taxes, and customs handling may apply on delivery and on returns. Those charges are your responsibility unless local law places them on us. Customs documentation must accompany returns so that items are not refused at the border.
Australia. Trans-Tasman trade rules can affect return timelines and duties. We recommend tracked shipping and retaining proof of export until your refund is confirmed.
Contact
Zelmaronvit, 160 Broadway, Newmarket, Auckland 1023, New Zealand. Phone +64 9 919 2320. Email ask@zelmaronvit.world. The date shown in the hero section reflects today’s calendar date when you load this page in your browser.