Return and refund policy
This policy explains how Chroxxenoz handles returns of Velnor food supplements and related shipments dispatched from or invoiced through our New Zealand operations.
1. Contact for returns
Email identifiers in the website footer or a tracked courier to 4E Otonga Road, Springfield, Rotorua 3015, New Zealand. Include your order number and photographs of outer packaging if the item arrived damaged.
2. Eligibility
| Situation | Typical outcome |
|---|---|
| Wrong product shipped by us | Replacement or refund after we confirm the warehouse scan |
| Seal broken after delivery through no fault of ours | Returns for hygiene reasons may be declined in line with food-supplement practice |
| Transport damage | Refund or replacement once carrier investigation completes |
3. Time limits and New Zealand consumer protections
Notify us within 14 days of delivery for package issues where you believe the goods fail the description or arrive damaged. The Consumer Guarantees Act 1993 and Fair Trading Act 1986 (as amended) may give domestic purchasers remedies that sit beside this store policy. Nothing here limits rights you cannot contract away. International buyers should review protections available in their country of residence.
4. Refund method
Approved refunds return to the original payment channel unless that channel is technically impossible, in which case we propose a documented alternative.
5. Processing time
Once goods arrive back or evidence is accepted, internal review usually finishes within 5–10 business days. Banks may add settlement time.
6. Updates
We may adjust courier partners or time estimates. The automated “Last updated” date communicates the latest published revision while scripts run in your browser.