Refund Policy

1. Your Rights Under New Zealand Law

Under the Consumer Guarantees Act 1993 (NZ), all products sold in New Zealand come with automatic guarantees that they are:

• Of acceptable quality — safe, durable, and free from defects.
• Fit for purpose — suitable for any purpose we state or that you tell us you need them for.
• Matching their description — as described on our website.

These guarantees cannot be excluded or limited by our policies. If a product fails to meet one of these guarantees, you are entitled to a remedy as described in this Policy.

2. Eligibility for a Refund or Replacement

You may be eligible for a refund, replacement, or repair if:

• The product you received is damaged or defective upon arrival.
• The product does not match the description on our website.
• The product is past its expiry date at the time of delivery.
• You received the wrong product.
• The product was not delivered within a reasonable time and we cannot provide it.

For major failures (where the product would not have been purchased had the issue been known), you may choose a full refund or replacement. For minor failures, we will offer a repair or replacement in the first instance.

3. Products Not Eligible for Return

For hygiene and safety reasons, we are unable to accept returns of:

• Products that have been opened, used, or partially consumed, unless they are defective.
• Products where the tamper-evident seal has been broken, unless the product was received in that condition.
• Products returned more than 30 days after delivery without a valid consumer guarantee claim.

4. How to Request a Refund or Return

1. Contact us within 30 days of receiving your order at service-infoask@quaktorxghor.world or by phone at +6432366089.
2. Provide your order details, a description of the issue, and, where possible, photographic evidence of any damage or defect.
3. We will assess your request and respond within 5 working days.
4. If your claim is approved, we will arrange a prepaid return label (for defective or incorrect items) or provide instructions for the return.
5. Refunds will be processed to the original payment method within 10 working days of receiving and inspecting the returned product.

5. Delivery Issues

If your order has not arrived within the estimated delivery timeframe, please contact us and we will investigate with the courier. If the parcel is confirmed lost in transit, we will offer a replacement or full refund at your choice.

6. Change of Mind

We are not required by law to accept returns for change of mind. However, if you have changed your mind and the product is unopened, sealed, and in its original condition, we may, at our discretion, accept a return within 14 days of delivery. In such cases, the cost of return postage is the customer's responsibility, and a refund will be issued minus any reasonable restocking costs.

7. Dispute Resolution

If you are not satisfied with our response to a refund request, you may escalate your complaint to:

• Consumer Protection (New Zealand) — 0508 426 678
• The Disputes Tribunal for claims up to $30,000 NZD.

8. Contact Us

For all refund, return, or exchange enquiries:

Quaktorxghor
139 Florence Road, Winton 9782, New Zealand
Phone: +6432366089
Email: service-infoask@quaktorxghor.world