Refund Policy
Last updated: . This Refund Policy explains how Frozenonghim (“we”) handles returns and refunds. It applies in addition to your statutory rights under the New Zealand Consumer Guarantees Act and other applicable law.
Contact
Frozenonghim. Address: 698 Mount Albert Road, Royal Oak, Auckland 1023, New Zealand. For refund requests contact: info@frozenonghim.world, contact@frozenonghim.world, support@frozenonghim.world, help@frozenonghim.world.
Your statutory rights
Under the Consumer Guarantees Act 1993 (and equivalent rights where applicable), goods must be of acceptable quality, fit for purpose and match their description. If they do not, you may be entitled to a remedy (repair, replacement or refund). This policy does not limit those rights.
Eligibility for refund
You may request a refund in the following situations: (1) The product is faulty, damaged or not as described – we will offer a full refund or replacement. (2) You have changed your mind – we may accept returns within 14 days of delivery, provided the product is unopened and in resalable condition; we will refund the purchase price minus any shipping costs we have incurred, unless we have agreed otherwise. (3) We have cancelled your order – we will refund any amount already paid. (4) Duplicate or incorrect charge – we will refund the duplicate or incorrect amount.
How to request a refund
Contact us using one of the email addresses above. Include your order reference (if any), the reason for the request and, where applicable, photos of the product or packaging. We will respond within a reasonable time (typically within 5 business days) and will tell you whether we need the product returned and how to send it. Do not dispose of the product until we have confirmed.
Return shipping
If the product is faulty or not as described, we will normally cover the cost of return shipping. If you are returning due to change of mind, you are responsible for return shipping unless we agree otherwise. Please use a trackable method and keep proof of posting.
Processing time
Once we receive the returned product (if required) and approve the refund, we will process the refund within 14 business days. Refunds will be made to the original payment method. Depending on your bank or card issuer, it may take additional time for the refund to appear in your account.
Non-refundable situations
We may decline a refund if: the product has been opened, used or damaged after delivery (except where it was faulty); the return is requested outside the agreed timeframe; or we have reasonable grounds to believe the request is fraudulent or abusive. In case of dispute we will act in accordance with the Consumer Guarantees Act and fair trading law.
Changes
We may update this Refund Policy. The “Last updated” date will be revised. For existing orders, the policy in effect at the time of purchase applies. We encourage you to review this page before ordering.