Return Policy

1. Your Rights Under New Zealand Law

Under the Consumer Guarantees Act 1993, you have statutory rights when you purchase products from us. If a product does not meet a consumer guarantee (for example, it is not of acceptable quality, does not match its description, or is not fit for purpose), you are entitled to a remedy. These rights exist regardless of any additional policy we offer and cannot be contracted away.

Under the Fair Trading Act 1986, you are also entitled to accurate and not misleading information about our products. If you received a product that was materially misrepresented, you may be entitled to a remedy under this Act.

2. Eligibility for Returns

You may be eligible to return a product and receive a refund, replacement, or repair in the following circumstances:

• The product was received damaged or defective (e.g. damaged packaging, broken seal, or physical defect).
• The product does not match its description on our website or in our marketing materials.
• The product was not delivered to your nominated address through no fault of your own.
• You received the wrong product.

Dietary supplements that have been opened and partially consumed are generally not eligible for return unless a product quality issue can be documented. Change of mind returns may be considered at our discretion but are not obligatory under New Zealand law for goods of this type.

3. Timeframes

We ask that you notify us of any issue within 30 days of receiving your order. Requests made after this period may still be considered where the Consumer Guarantees Act applies, but prompt notification assists us in assessing and resolving the issue quickly.

4. How to Initiate a Return

To initiate a return or raise a concern about your order, please follow these steps:

1. Contact us by email at clients-askinfo@lyxtherocrghim.world or by phone at +64 4 974 4169.
2. Provide your full name, order reference, a description of the issue, and (where applicable) photographs of damaged or incorrect products.
3. Our team will assess your request and respond within 5 business days with the next steps.
4. If a physical return is required, we will provide a return shipping label or instructions. Do not return products before receiving confirmation from us.

5. Remedies

Depending on the nature of the issue and the applicable legal rights, remedies may include:

• Replacement: where the product is defective and stock is available.
• Refund: to the original payment method, where a replacement is not suitable or available.
• Partial refund: where appropriate given the nature of the issue.

We will process eligible refunds within 10 business days of confirming the return. The timeframe for funds to appear in your account may vary depending on your payment provider.

6. Products That Cannot Be Returned

The following products are not eligible for return except where required by the Consumer Guarantees Act:

• Products where the tamper-evident seal has been broken and no product quality issue is evident.
• Products returned without prior authorisation from our team.
• Products purchased outside the 30-day notification window, where no statutory consumer guarantee applies.

7. Return Shipping Costs

Where a product is defective, damaged, or incorrectly supplied, we will cover the cost of return shipping. Where a return is accepted on a discretionary basis (change of mind), the return shipping cost may be the responsibility of the customer. We will confirm applicable costs in our return authorisation communication.

8. Contact for Returns

For all return and refund enquiries: