Return Policy

Last updated:

This Return Policy is a comprehensive document that describes the terms and conditions under which Vorlaxerchar ("we", "us", "our") accepts returns and provides refunds or other remedies for products and services purchased through our website at vorlaxerchar.world (the "Site"). Please read this policy carefully before making a purchase. By placing an order, you acknowledge that you have read, understood, and agree to this Return Policy. This policy applies in addition to your statutory rights under the Consumer Guarantees Act 1993 (New Zealand) and other applicable consumer protection laws, which are not excluded or limited by this policy.

Scope

This Return Policy applies to all purchases of our digital wellness programs and guides made through the Site. Our products include, but are not limited to: Movement Foundations, Cardio and Balance, and the Full Wellness Guide. These products are delivered in digital format only (for example, via email delivery of access or download links, or through access to a password-protected or otherwise restricted online area). There is no physical shipment of goods. If we introduce physical goods in the future, they may be subject to additional or different return and refund conditions that we will communicate clearly at the time of sale and on the relevant product page. This policy does not apply to services or products purchased from third parties or through channels other than the Site, unless we expressly state otherwise.

Digital Products and Refund Eligibility

Because our programs are delivered in digital form, "delivery" occurs when we provide you with access to the content (for example, by sending you a link to download materials, by providing login credentials to a members' area, or by otherwise making the content available to you). Once you have received such access, the product is considered delivered for the purposes of this policy and of applicable law. The nature of digital products is such that they cannot be physically "returned"; once you have accessed, downloaded, or viewed the content, it is not possible for us to receive it back in the same way as a physical item. This affects how we handle refund requests, as set out below.

Defective or Not as Described

If you believe that the product you received is defective (for example, the files are corrupted, the links do not work, or the content is substantially incomplete or inaccessible) or that it is materially different from what was described on the Site (for example, the product does not contain the modules or content that were advertised), you may request a refund or other remedy. We ask that you contact us within fourteen (14) days of your purchase date (or within fourteen (14) days of the date on which you first attempted to access the product, if later), and provide a clear description of the issue. We will investigate and may request additional information or evidence (such as a screenshot or description of the problem). If we determine that the product was defective or not as described, we will offer a full refund, a replacement (for example, corrected links or files), or another appropriate remedy, at our discretion and in accordance with the Consumer Guarantees Act and this policy. We are committed to treating our customers fairly and will not unreasonably refuse a valid claim.

Access Not Provided

If you did not receive the access link, download link, or other means of accessing the product after payment (for example, due to an email delivery failure or an error on our part), please contact us as soon as possible. We will verify your purchase and either provide the access again or, if we are unable to provide access, offer a full refund. We recommend that you check your spam or junk folder and ensure that your email address is correct when ordering.

Change of Mind

Refund requests based solely on a change of mind (for example, you no longer wish to use the product after having accessed or downloaded it) are generally not granted. This is because digital content, once accessed, cannot be "returned" and is effectively consumed. We may, at our sole discretion, consider such requests on a case-by-case basis (for example, if you request a refund within a very short time after purchase and have not substantially used the content). We are not obliged to grant a refund in change-of-mind circumstances, and any such refund, if granted, may be partial. We encourage you to review the product description and any sample content before purchasing.

How to Request a Return or Refund

To request a refund or raise any concern about your purchase, you must contact us in writing. You may do so by email or by using the contact details published on our Site (including our contact form, where available). Your request must include: (a) your full name and the email address associated with the purchase; (b) the order reference number, transaction ID, or the date and amount of the purchase (so that we can locate your order); and (c) a clear and detailed description of the reason for your request (for example, the product was defective, not as described, or access was not received). Providing this information will help us process your request promptly. We will acknowledge receipt of your request and aim to respond with a decision or a request for further information within five (5) business days. "Business days" means Monday to Friday, excluding New Zealand public holidays. If we request additional information from you (such as proof of purchase or a description of the defect), failure to provide it within a reasonable time may delay or prevent us from processing your refund. We may refuse a refund request if we cannot verify the purchase or if the request does not meet the criteria set out in this policy.

Processing Refunds

If we approve your refund request, we will process the refund using the same payment method you used for the original purchase, unless we agree otherwise with you (for example, in exceptional circumstances we may agree to refund to a different method). Refunds are generally processed within five (5) to ten (10) business days of our approval. The time it takes for the refund to appear in your account may vary depending on your bank, card issuer, or payment provider; some institutions take additional time to post refunds. We are not responsible for any delays caused by third-party payment processors or financial institutions. We will not be responsible for any fees that your bank or payment provider may charge (such as currency conversion fees or handling fees). If the original payment was made in New Zealand dollars (NZD), the refund will be made in NZD. If you paid in another currency, we will refund in that currency unless otherwise agreed or required by law. We do not refund any transaction fees that may have been charged by third-party payment processors (for example, payment gateway fees) unless we are required to do so by law. In cases where we offer a partial refund (for example, where only part of the product was defective or where we agree to a goodwill refund), the amount will be communicated to you before we process it.

Revocation of Access

Where a refund is granted for a digital product, we may revoke your access to the relevant content. This may include disabling download links, invalidating access codes, or removing your access to any members' area or online content. You agree that upon receiving a refund, you will cease using the product and will delete or destroy any copies of the content that you have downloaded or otherwise retained. Continued use, distribution, or retention of the content after a refund may constitute a breach of our Terms of Use and could result in legal action. We reserve the right to take technical or legal steps to prevent unauthorised use of content after a refund.

Non-Refundable Situations

We may decline refund requests in circumstances including, but not limited to: (a) requests made more than fourteen (14) days after the purchase date (or after the date of first access) where no defect or misdescription is alleged and the request is based on change of mind; (b) where you have fully or substantially accessed, downloaded, or used the digital content and the product was as described and functioning correctly at the time of delivery; (c) where we cannot verify the purchase (for example, no matching order is found or the contact details do not match our records); (d) where we reasonably believe the request is fraudulent, abusive, or made in bad faith (for example, multiple refund requests for the same product or false claims about defects); (e) where the request does not comply with the procedure set out in this policy (for example, insufficient information provided and not remedied after we have requested it); or (f) where a refund would be prohibited by our Terms of Use or by applicable law. This list is not exhaustive. We reserve the right to refuse refunds on a case-by-case basis in accordance with this policy and the law. If we refuse your request, we will provide a reason where appropriate and inform you of any statutory rights you may have (for example, under the Consumer Guarantees Act).

Consumer Guarantees

Nothing in this Return Policy limits or excludes your rights under the Consumer Guarantees Act 1993 (New Zealand) or any other applicable consumer protection legislation. If you are a "consumer" as defined under such laws (generally, a person who acquires goods or services for personal, domestic, or household use), you may have statutory guarantees that the goods or services will be of acceptable quality, fit for purpose, and match their description. If a guarantee is breached, you may be entitled to a remedy such as repair, replacement, or refund, depending on the nature of the failure and the type of goods or services. Our policy is intended to work alongside these statutory rights. Where the Consumer Guarantees Act applies, our approach to refunds for defective or misdescribed products is consistent with the remedies available under that Act. For more information on your consumer rights in New Zealand, you may visit the New Zealand Commerce Commission (comcom.govt.nz) or the Citizens Advice Bureau (cab.org.nz). If you believe you are entitled to a remedy under consumer law and we have not provided it, you may have the right to pursue the matter through dispute resolution or the courts.

Disputes

If you are not satisfied with our response to your refund request, you may contact us again to ask for a review. We will consider any additional information you provide. If the matter cannot be resolved, you may have options under consumer law to refer the dispute to a dispute resolution scheme or to take legal action. Our contact details are set out below. We encourage you to communicate with us in good faith so that we can try to resolve any concern promptly.

Changes to This Policy

We may update this Return Policy from time to time. The version of the policy that is in effect at the time of your purchase will apply to your transaction. We will post the current policy on this page and update the "Last updated" date at the top. Material changes may be communicated by a notice on the Site or by email where we have your contact details and where the change affects your rights. We encourage you to review this policy before making a purchase and to check back periodically for updates. Your continued use of the Site or purchase of our products after the effective date of any changes constitutes your acceptance of the updated policy in respect of new purchases. If you do not agree with the changes, you should not make further purchases.

Contact Us

For return or refund requests, or for any questions about this Return Policy, please contact us at: Vorlaxerchar, 38C Hannigan Drive, St Johns, Auckland 1072, New Zealand. Phone: +6495705923. info@vorlaxerchar.world. We will endeavour to respond to your request or enquiry as quickly as possible and in any event within the timeframes set out in this policy.