Refund Policy

Last updated:

At Vimreloxkhap.world, operating under the Penvora brand, we are committed to your satisfaction. This Refund Policy explains the conditions under which you may request a refund, the process for doing so, and important information you should know. We encourage you to read this policy carefully before making a purchase. By placing an order, you agree to be bound by this Refund Policy, which forms part of our Terms of Service.

1. Contact Information

For all refund requests, inquiries, or concerns regarding returns, please contact our customer service team. We aim to respond to all refund-related communications within 2 business days. Our contact details are:

When contacting us, please include your order number, the reason for your refund request, and any relevant supporting information. This will help us process your request more efficiently.

2. Eligibility for Refunds

You may request a full or partial refund within 30 days of the date you received your order, subject to the following conditions. Refunds are available for unopened products that are returned in their original packaging and in resalable condition. We reserve the right to refuse a refund if the product has been opened, used, or damaged after delivery, or if the packaging has been tampered with. Due to health and safety regulations, we cannot accept returns of opened or used dietary supplements. If you believe you received a faulty, defective, or incorrectly supplied product, please contact us immediately with details and, where possible, photographic evidence. We will investigate and, if appropriate, offer a replacement or full refund. Our decision in all refund matters is final.

3. Refund Request Process

To request a refund, please follow these steps. First, contact us at admin@vimreloxkhap.world within 30 days of receipt, providing your order number, the reason for the refund request, and your preferred method of refund. Our team will review your request and confirm eligibility within 5 business days. If your request is approved, we will provide you with instructions for returning the product, including the return address and any required documentation. You are responsible for the cost of returning the product unless the return is due to our error (e.g., wrong item shipped, defective product). We recommend using a trackable shipping method. Once we receive the returned product and verify its condition, we will process your refund within 14 business days. You will receive an email confirmation when the refund has been processed.

4. Refund Method and Timing

Refunds will be issued to the original payment method used for the purchase. For credit or debit card transactions, refunds typically appear within 5 to 10 business days, depending on your card issuer's processing time. For other payment methods, refund processing times may vary. Please note that we cannot refund to a different payment method or account than the one used for the original purchase. If the original payment method is no longer available, please contact us to discuss alternative arrangements. Currency fluctuations may affect the amount refunded if your payment was in a currency other than NZD. We are not responsible for any fees charged by your bank or payment provider.

5. Non-Refundable Items and Situations

Opened or used products are not eligible for refunds due to health and hygiene regulations. Shipping costs are generally non-refundable unless the return is due to our error. If you received a promotional discount, the refund amount may be adjusted to reflect the discounted price paid. We do not offer refunds for change of mind after the product has been opened or used. In cases of suspected fraud or abuse of our refund policy, we reserve the right to refuse a refund and may take further action as appropriate.

6. Consumer Rights and Legal Remedies

This Refund Policy does not affect your statutory rights under the Consumer Guarantees Act 1993 (New Zealand) or equivalent legislation in your jurisdiction. If a product is faulty, not as described, or does not match the order, you may be entitled to a repair, replacement, or refund under consumer law, regardless of the conditions set out above. If you believe your consumer rights have not been respected, you may contact the New Zealand Commerce Commission or the relevant consumer protection authority in your country for advice and assistance.

7. Exchanges

We do not currently offer direct exchanges. If you wish to exchange a product for a different size, variant, or product, please request a refund in accordance with this policy and place a new order for the desired item. We will process your refund as quickly as possible to minimise any delay.

8. Changes to This Policy

We may update this Refund Policy from time to time to reflect changes in our practices, legal requirements, or business operations. When we make material changes, we will update the "Last updated" date at the top of this page. We encourage you to review this policy periodically. If you have any questions about refunds or returns, please do not hesitate to contact us.