1. Seller details
Returns are managed by Quiztornzol, 45A Paul Matthews Road, Rosedale, Auckland 0632, New Zealand. Email: hello@quiztornzol.world. Phone: +64 800 742 762. Please include your order reference and daytime contact in all correspondence.
2. Consumer guarantees (New Zealand)
If you are a consumer, the Consumer Guarantees Act 1993 (CGA) provides that goods must be of acceptable quality, fit for any disclosed purpose, match description and sample, and be free from undisclosed security interests. If a guarantee is breached, you may be entitled to a repair, replacement, or refund as set out in the CGA. This Policy operates alongside those rights and does not limit non-excludable guarantees.
3. Change of mind and distance sales
For many distance contracts, consumers may have a cooling-off period under the Fair Trading Act 1986 regulations. Whether change-of-mind returns apply to your order depends on the type of product and whether the seal is broken. Food supplements such as Herbalyra are often supplied in sealed containers for health and safety reasons. If you open the primary seal, return rights for change of mind may no longer apply where the law permits suppliers to decline such returns. If the product remains sealed, unused, and in resaleable condition, contact us within fourteen days of delivery to request a return authorisation. We will confirm whether your situation qualifies.
4. Defective, damaged, or incorrect shipments
If the product arrives damaged, is materially different from what you ordered, or appears contaminated or defective, photograph the outer packaging and the item, retain all labels and batch codes, and contact us within seven days of delivery (or as soon as practicable if the issue appears later). We may arrange a prepaid return label, a replacement shipment, or a refund depending on stock and the nature of the fault. Do not dispose of the goods until we instruct you, unless storage would pose a safety risk.
5. Product not received
If tracking shows delivery but you did not receive the parcel, check safe drop locations and household members, then contact the carrier and us. We will open an investigation. If the carrier confirms loss, we will resend or refund in line with our findings and your preference where both options are available.
6. Return process
- Email hello@quiztornzol.world with your order number, reason for return, and photos if reporting damage.
- Wait for a return merchandise authorisation (RMA) and any label we provide. Unauthorised returns may experience processing delays.
- Pack items securely in outer packaging; include a copy of the RMA email.
- Ship using the method we specify. Risk remains with you until the parcel reaches us unless we agree otherwise.
- Allow up to ten business days after warehouse receipt for inspection and refund processing.
7. Refunds
Approved refunds are issued to the original payment method where technically possible. Bank processing times vary. If the original card expired, we may request alternative verified details. Shipping charges are refundable only where we erred, where a consumer guarantee applies, or where mandatory law requires.
8. Partial returns and bundles
If you purchased a bundle, partial refunds may be calculated pro rata unless the bundle must be returned in full under promotional terms stated at purchase.
9. International customers
Our primary market is New Zealand. If we agree to ship overseas, return shipping costs and customs charges may be your responsibility unless the product is defective or we made an error. Import restrictions on food supplements vary; you are responsible for confirming legality in your jurisdiction before ordering.
10. Hygiene and safety
Opened oral supplements may be refused for return except where a consumer guarantee applies or we authorise a recall-related return. This protects all customers and meets food safety expectations.
11. Chargebacks
We encourage you to contact us before initiating a payment dispute. Chargebacks may delay resolution while banks investigate. We will supply evidence of delivery or your agreement as appropriate.
12. Record keeping
We retain return and refund records for audit, tax, and quality purposes as described in our Privacy Policy.
13. Changes
We may update this Return Policy. The effective date will change accordingly. Returns are generally assessed under the version in force at the time of purchase unless a later version benefits you.
14. Gift orders and third-party recipients
If you received Herbalyra as a gift, the purchaser’s order reference helps us locate the transaction. We may need their confirmation before processing a refund to a different payment method. If the gift giver requests privacy, we will only share fulfilment status information necessary to complete the return.
15. Promotional items and samples
Complimentary samples or promotional add-ons may be non-returnable unless defective. If a promotion required a minimum purchase and you return the qualifying item, the value of retained promotional items may be deducted from your refund as disclosed at checkout.
16. Restocking and inspection fees
We do not charge restocking fees for returns we accept under consumer guarantees. For discretionary change-of-mind returns that we approve at our goodwill, we may deduct reasonable handling costs if we disclosed such a possibility before purchase. Inspection confirms batch numbers, seal integrity, and quantity.
17. Refused or undeliverable parcels
If you refuse delivery without cause or fail to collect a parcel from a depot within the carrier’s holding period, the parcel may be returned to us. We will contact you to arrange reshipment at your cost or to cancel the order with a refund of the product price minus outbound and return shipping costs where permitted.
18. Serial or abusive return patterns
We monitor return frequency to detect fraud or policy abuse. Unusually high return rates may lead to additional verification steps or declined discretionary returns, without affecting statutory rights.
19. Product recalls
If a regulatory authority or our quality team initiates a recall, we will publish instructions on the website and contact affected customers using the details on file. Recalls may qualify for prepaid returns and full refunds regardless of seal status.
20. Escalation
If you disagree with our return decision, you may escalate in writing to hello@quiztornzol.world with prior correspondence attached. External options include Disputes Tribunal proceedings for eligible claims or complaints to Commerce Commission or Health authorities if your concern relates to product safety.
21. Contact
Returns team: hello@quiztornzol.world · Quiztornzol, 45A Paul Matthews Road, Rosedale, Auckland 0632, New Zealand · +64 800 742 762