Return, Exchange, and Refund Policy

Core Conditions at a Glance

• Return Period: 14 days from the delivery date

• Condition of Products: Products must be unused and returned with their original packaging, accessories, and labels whenever reasonably possible

• Return Shipping Costs: Paid by the responsible party according to the reason for the return

• Restocking Fee: None

1. Returns and Exchanges

We accept returns and exchanges for most eligible products within 14 days of delivery.

Returned products must be unused and undamaged and should include all original packaging, labels, accessories, manuals, and other included items whenever reasonably possible.

Opening a product solely to inspect it does not automatically make it ineligible for return where applicable New Zealand consumer legislation provides otherwise.

2. Non-Returnable Products

Unless otherwise required by applicable law, the following products may not be returned:

• Products clearly marked “Final Sale” or “Non-Returnable” before purchase;

• Personal care, hygiene, or health-related products that have been opened or used;

• Customized or personalized products;

• Products damaged through misuse or unauthorized modification;

• Products missing essential parts or accessories.

These exclusions do not limit any mandatory rights or remedies available for faulty, damaged, incorrectly supplied, unsafe, unsuitable, or misdescribed products under applicable New Zealand law.

3. Faulty, Damaged, or Incorrect Products

If you receive a faulty, damaged, or incorrect product, we will cover the reasonable return shipping cost where an appropriate remedy is required.

Please contact us within 14 days of delivery and provide:

• Your order number;

• A detailed description of the issue;

• Clear photographs or videos of the product;

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

After reviewing the request, we may provide a prepaid return label, reimburse an approved reasonable return shipping cost, or offer another appropriate remedy.

Depending on the circumstances and your rights under applicable law, the available remedy may include repair, replacement, refund, or another reasonable solution.

4. Change-of-Mind Returns

If you no longer want a product, ordered the wrong size, or selected the wrong product, you may request a return within 14 days of delivery, provided the product meets the applicable return conditions.

For change-of-mind returns:

• The customer is responsible for the return shipping cost;

• The cost may be paid directly to the carrier or deducted from the refund where agreed;

• Original shipping charges are generally non-refundable;

• Shipping protection fees are generally non-refundable after the applicable service has commenced.

These conditions apply only to change-of-mind returns and do not limit your rights when a product fails to comply with a statutory consumer guarantee.

5. How to Request a Return or Exchange

1. Contact our customer support team at service@mail.sovgyn.com and provide your order number and reason for the request.

2. We will review your request and normally provide return authorization and the appropriate return address within one business day.

3. Pack the product securely using its original packaging whenever reasonably possible.

4. Send the package according to the instructions provided by customer service. We recommend using a trackable shipping service.

5. If the return results from a faulty product or our error, we will provide a prepaid return label or reimburse the approved reasonable shipping cost where applicable.

Please do not return a product before receiving authorization and the correct return address.

6. Refund Processing

Once the returned product has been delivered to our designated facility, we will inspect it. Approved refunds are normally processed within 1–2 business days after inspection.

• Refund method: Refunds are issued to the original payment method.

• Expected posting time: Funds normally appear within 7 business days, depending on the bank, card issuer, PayPal, Klarna, or another payment provider.

• Maximum processing period: Approved refunds will be initiated no later than 14 days after the returned product is received at our designated facility.

• Restocking fee: We do not charge a restocking fee.

7. Return Shipping Costs

Return shipping costs are paid by the party responsible for the return:

• If the return results from a faulty or damaged product, an incorrect product, or another error on our part, we will cover the reasonable return shipping cost where required.

• For change-of-mind returns, incorrect size selections, or other reasons unrelated to product quality or our error, the customer is responsible for the return shipping cost.

• The shipping cost will be based on the actual rate charged by the carrier.

• Original shipping fees are non-refundable unless the return results from our error or a refund is otherwise required by applicable law.

8. Return Address

Do not send a return to the address displayed on the original package unless customer service specifically instructs you to do so.

After your return request has been authorized, customer service will provide the correct return address. Most authorized returns are processed through our designated fulfilment or returns facility serving customers in New Zealand.

Returns sent without authorization or to an incorrect address may be delayed and may result in additional shipping costs.

9. Exchanges

To request an exchange, follow the return procedure described above.

After the returned product has been received and inspected, we will arrange shipment of the replacement product, subject to availability. Estimated delivery for replacement products is 12–15 business days.

Replacement products may be delivered by:

• NZ Post;

• NZ Couriers;

• Aramex New Zealand;

• DHL;

• Another suitable local delivery provider.

If the requested replacement is unavailable, we may offer an alternative product or issue a refund to the original payment method.

10. New Zealand Consumer Rights

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

Where a product fails to comply with a statutory consumer guarantee, the remedies available to you will depend on the nature and seriousness of the failure.

Contact Us

If you have any questions about a return, exchange, or refund, please contact us:

Email: service@mail.sovgyn.com