Return Policy

Last Updated: January 2025

1. Overview

At Tlexironax, we want you to be completely satisfied with your purchase. This Return Policy outlines the terms and conditions for returning products purchased from our website. Please read this policy carefully before making a purchase. By placing an order, you agree to be bound by this Return Policy.

2. Return Eligibility

You may return products within 30 days of the delivery date for a refund, subject to the following conditions:

The product must be unopened and in its original packaging
The product must be unused and in the same condition as when you received it
The product must include all original labels, seals, and documentation
You must provide proof of purchase (order confirmation or receipt)

We cannot accept returns of opened products due to health and safety regulations governing dietary supplements. Once a seal is broken, the product cannot be resold.

3. Non-Returnable Items

The following items cannot be returned:

Opened or used products
Products with broken seals or damaged packaging
Products purchased from unauthorized retailers or third parties
Products returned more than 30 days after delivery
Products without proof of purchase
Sale or clearance items marked as final sale

4. How to Initiate a Return

To initiate a return, please follow these steps:

Contact our customer service team within 30 days of receiving your order
Provide your order number, the product you wish to return, and the reason for return
Wait for our team to review your request and provide return authorization
Once authorized, carefully package the product in its original packaging
Ship the product to the return address provided by our customer service team
Include a copy of your order confirmation or receipt in the package

Phone: +64 9 377 5400
Email: notifyuse@tlexironax.world

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

5. Return Shipping

You are responsible for paying the shipping costs for returning your item unless the return is due to our error (such as receiving an incorrect or defective product). Return shipping costs are non-refundable. We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item. We are not responsible for items lost or damaged during return shipping.

6. Refund Processing

Once we receive and inspect your returned product, we will send you an email notification confirming receipt. We will process your refund within 5-10 business days of receiving the returned item. Refunds will be issued to the original payment method used for the purchase. Please note that it may take additional time for your bank or credit card company to process and post the refund to your account.

The refund amount will include the product price but will not include original shipping charges unless the return is due to our error. If you received free shipping on your original order, the actual shipping cost will be deducted from your refund.

7. Partial Refunds

In certain situations, only partial refunds may be granted:

Products with signs of use or damage not caused during shipping
Products returned more than 30 days after delivery (at our discretion)
Products not in their original condition or missing parts not due to our error

8. Exchanges

We do not offer direct exchanges. If you wish to exchange a product for a different item, you must return the original product for a refund and place a new order for the desired item. This ensures you receive the correct product as quickly as possible.

9. Damaged or Defective Products

If you receive a damaged or defective product, please contact us immediately upon receipt. We will arrange for a replacement or full refund, including return shipping costs. To expedite the process, please provide:

Your order number
A description of the damage or defect
Photographs of the damaged or defective product and packaging

We may request that you return the damaged or defective product, or we may authorize disposal depending on the circumstances.

10. Incorrect Orders

If you receive an incorrect product due to our error, we will arrange for the correct product to be sent to you at no additional cost. We will also provide a prepaid return label for the incorrect item. Please contact us within 7 days of receiving the incorrect order.

11. Cancelled Orders

You may cancel your order before it has been shipped. Once an order has been shipped, it cannot be cancelled, but you may return it according to this Return Policy. To cancel an order, contact us as soon as possible with your order number. If your order has already been processed for shipping, you will need to refuse delivery or return the product once received.

12. Refund Delays

If you have not received your refund within the expected timeframe, please:

Check your bank account or credit card statement again
Contact your credit card company or bank, as processing times vary
Contact us if you have completed these steps and still have not received your refund

13. Consumer Rights

This Return Policy does not affect your statutory rights under New Zealand consumer protection laws, including the Consumer Guarantees Act 1993. If a product is faulty or does not match its description, you may be entitled to a remedy under consumer protection legislation regardless of this policy.

14. Changes to This Policy

We reserve the right to modify this Return Policy at any time. Changes will be effective immediately upon posting on our website with a new Last Updated date. Your continued use of our website and purchase of products after changes are posted constitutes acceptance of the modified policy.

15. Contact Us

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

Tlexironax
151 Queen St
Auckland Central
Auckland 1010
New Zealand

Phone: +64 9 377 5400
Email: notifyuse@tlexironax.world

Our customer service team is available Monday through Friday, 9:00 AM to 5:00 PM NZST.