Return Policy

1. Overview

At Frozenonozio, we want you to be satisfied with your purchase. This Return Policy outlines the conditions under which you may return products and receive a refund.

Please read this policy carefully before making a purchase. By placing an order, you acknowledge that you have read and understood this policy.

This policy is provided in addition to your rights under applicable law. For New Zealand consumers, statutory rights under the Consumer Guarantees Act 1993 and Fair Trading Act 1986 apply.

2. Return Eligibility

2.1 Eligible Returns

You may return products if:

• The product is in its original, unopened packaging
• The product seal has not been broken or tampered with
• The return request is made within 30 days of delivery
• You have proof of purchase (order confirmation or receipt)

2.2 Non-Eligible Returns

We cannot accept returns for:

• Products that have been opened or used
• Products with broken seals
• Products returned after 30 days from delivery
• Products damaged due to misuse or improper storage
• Products purchased from unauthorized retailers

3. European Union Consumers - Right of Withdrawal

If you are a consumer in the European Union, you have the right to withdraw from your purchase within 14 days of receiving the goods without giving any reason ("Cooling-Off Period").

To exercise your right of withdrawal, you must inform us of your decision by email before the expiry of the 14-day period. You may use the following information:

• Email: askuse@frozenonozio.world
• Address: 119 King Street, Rangiora 7400, New Zealand

Please note that for hygiene and health protection reasons, the right of withdrawal does not apply to sealed goods that have been unsealed after delivery.

4. How to Request a Return

4.1 Contact Us

To initiate a return, please contact our customer service team:

• Email: askuse@frozenonozio.world
• Subject Line: Return Request - [Your Order Number]

4.2 Required Information

Please include the following in your return request:

• Your full name
• Order number
• Date of purchase
• Reason for return
• Preferred refund method

4.3 Return Authorization

After reviewing your request, we will provide you with:

• A Return Authorization Number (RAN)
• Return shipping instructions
• Return address

Do not send returns without obtaining a Return Authorization Number first. Unauthorized returns may be refused.

5. Return Shipping

5.1 Shipping Costs

• Standard Returns: The customer is responsible for return shipping costs
• Defective or Incorrect Items: We will cover return shipping costs
• EU Right of Withdrawal: The customer bears the direct cost of returning the goods

5.2 Shipping Requirements

• Pack items securely in their original packaging if possible
• Include the Return Authorization Number inside and outside the package
• Use a trackable shipping method
• Keep proof of postage until refund is confirmed

6. Refund Process

6.1 Inspection

Once we receive your return, we will inspect the product to verify it meets our return requirements. This process typically takes 3-5 business days.

6.2 Refund Approval

If approved, your refund will be processed to the original payment method within 7-10 business days of approval. You will receive an email confirmation.

6.3 Refund Amount

• Product Cost: Full refund for eligible returns
• Original Shipping: Refunded only for defective or incorrect items
• Return Shipping: Not refunded except for defective/incorrect items

6.4 Partial Refunds

We may issue partial refunds for:

• Items returned in non-original condition (if accepted)
• Items missing components or packaging

7. Damaged or Defective Products

7.1 Reporting Issues

If you receive a damaged or defective product, please contact us within 48 hours of delivery with:

• Your order number
• Description of the issue
• Photographs of the damage or defect
• Photographs of the packaging

7.2 Resolution Options

For confirmed damaged or defective products, we will offer:

• Full refund including original shipping
• Replacement product at no additional cost

8. Incorrect Orders

If you receive an incorrect product, contact us immediately. We will arrange for the return of the incorrect item and ship the correct product at no additional cost.

9. Exchanges

We do not offer direct exchanges. If you wish to exchange a product, please return the original item for a refund and place a new order.

10. Cancellations

You may cancel your order before it has been shipped by contacting us immediately. Once an order has been shipped, you must follow the return procedure.

11. Important Notes

• Returns sent to incorrect addresses will not be processed
• We are not responsible for items lost in return transit
• Refund processing time may vary by payment provider
• This policy does not affect your statutory rights

12. Changes to This Policy

We reserve the right to modify this Return Policy at any time. Changes will be effective immediately upon posting. The policy in effect at the time of your purchase will apply to that transaction.

13. Statutory Consumer Guarantees (New Zealand)

If goods are faulty, not of acceptable quality, or do not match their description, you may be entitled to a repair, replacement, or refund under the Consumer Guarantees Act 1993.

Nothing in this policy excludes, restricts, or modifies rights or remedies that cannot be excluded under New Zealand law.