1. About Our Store

sovgyn.com is a general merchandise store serving customers throughout New Zealand. We are committed to providing a convenient, secure, and reliable shopping experience.

2. Orders and Shipping

Orders are generally processed within 1–2 business days after payment confirmation. Once an order has been shipped, delivery usually takes approximately 12–15 business days.

Actual delivery times may vary due to product availability, carrier operations, weather conditions, public holidays, customs processing, remote destinations, or other circumstances beyond our reasonable control.

Tracking information may not appear immediately after shipment. Please refer to the carrier’s latest scan for the most recent delivery update.

Eligible products delivered to most New Zealand addresses may qualify for free standard shipping. Shipping availability, free-shipping eligibility, and applicable charges for rural or remote locations, outer islands, the Chatham Islands, and P.O. box addresses will be displayed at checkout.

We will select an appropriate carrier according to the delivery address, product type, package details, and available logistics arrangements. Carriers may include:

• NZ Post

• NZ Couriers

• Aramex New Zealand

• DHL

• Other suitable local delivery providers

A shipping protection fee equal to 2% of the total order amount will be charged when the service is clearly displayed and accepted during checkout. Its coverage, exclusions, eligibility requirements, and claim procedures are subject to the information displayed on the order page or included in the order confirmation.

3. Returns, Exchanges, and Refunds

If your order arrives damaged, defective, incorrect, or different from the product ordered, please contact us as soon as possible after delivery.

Eligible products may be returned or exchanged within 14 days of receipt.

When submitting a request, please provide:

• Your order information;

• A detailed description of the issue;

• Clear photographs or videos of the product;

• Photographs of the packaging and shipping label, where applicable.

The product should remain in its original condition whenever reasonably possible, including its packaging, accessories, instructions, labels, and related documentation.

Returns or exchanges resulting from personal preference, an incorrect size selection, or other reasons unrelated to product quality will be reviewed according to the product’s condition and the outcome of our after-sales assessment.

Once a refund request has been approved, we generally process the refund within 7 business days. The time required for the funds to appear in your account may depend on your bank, credit card issuer, PayPal, Klarna, or another payment service provider.

Refunds are normally issued to the original payment method.

Nothing in this policy excludes, restricts, or overrides any rights or remedies available under the Consumer Guarantees Act 1993, the Fair Trading Act 1986, or other applicable New Zealand legislation.

4. Payment Methods

sovgyn.com accepts the following payment methods:

• Visa

• Mastercard

• American Express

• PayPal

• Klarna

Unless otherwise clearly stated at checkout, transactions are processed in New Zealand dollars (NZD).

Please ensure that all payment and billing information is accurate. An order is considered successfully submitted only after payment has been authorized and an order confirmation has been displayed or sent to you.

5. Customer Support Hours

Online chat and email support are available during the following hours:

• Monday through Sunday, from 9:00 AM to 12:00 AM New Zealand time.

If you contact us outside service hours, please leave a message, and we will respond within 24 hours.

Customer inquiries are answered in the order they are received during support hours. Messages submitted outside service hours will be reviewed and handled as soon as possible during the next available support period.

For customer service assistance, please contact us at:

Email: service@mail.sovgyn.com