Return Policy

1. Introduction and Overview

Welcome to the Return Policy page for Bloxarynvorm. We are a New Zealand-based provider of container mini-garden setup products and accessories, committed to ensuring that every customer is satisfied with their purchase. This Return Policy outlines the terms and conditions under which you may return products purchased from our website or through our authorised sales channels. We encourage you to read through this policy carefully before making a purchase so that you are fully aware of your rights and responsibilities regarding returns, exchanges, and refunds.

At Bloxarynvorm, we take pride in offering high-quality container gardening supplies, including pots, planters, potting mixes, gardening kits, hand tools, seeds, seedlings, and related accessories. While we make every effort to ensure accurate product descriptions, high-quality packaging, and reliable delivery, we understand that there may be situations where a return is necessary. This policy has been designed to be fair, transparent, and in compliance with New Zealand consumer protection legislation.

By placing an order with us, you acknowledge that you have read, understood, and agree to the terms set forth in this Return Policy. If you have any questions or concerns regarding any part of this policy, we encourage you to reach out to our customer service team before completing your purchase.

2. Return Eligibility

To be eligible for a return, the following general conditions must be met. Please review each requirement carefully to determine whether your item qualifies for a return under our policy.

• The product must have been purchased directly from Bloxarynvorm through our official website or an authorised retail partner. We are unable to process returns for items purchased from unauthorised third-party sellers or resellers.
• You must have a valid proof of purchase, such as an order confirmation email, a receipt, or a transaction record. Without valid proof of purchase, we may be unable to verify your order and process the return.
• The item must fall within the eligible return window as described in Section 4 (Return Timeframe) of this policy.
• The product must be in its original condition, unused, and in the original packaging unless it arrived damaged or defective. Items that have been assembled, installed, used outdoors, or altered in any way may not qualify for a standard return.
• All included accessories, manuals, planting guides, and bonus items that were part of the original purchase must be returned together with the main product.

We reserve the right to decline a return request if the above conditions are not met. In certain cases, we may offer a partial refund or store credit at our discretion if a product is returned in a condition that does not fully meet these criteria but is still in a resalable state.

3. Non-Returnable Items

Due to the nature of container gardening products, certain items cannot be returned once they have been delivered. The following categories of products are considered non-returnable under this policy:

• Live Plants and Seedlings: All live plants, herb seedlings, vegetable starts, and other living botanical products are non-returnable due to their perishable nature. Once live plants leave our facility, we cannot guarantee their condition upon return, and therefore these items are excluded from our standard return process. However, if a live plant arrives visibly damaged or deceased, please refer to Section 11 (Damaged or Defective Items) for guidance.
• Used Soil and Growing Media: Opened or used bags of potting mix, compost, perlite, vermiculite, coco coir, and other growing substrates cannot be returned for hygiene and quality control reasons. Unopened bags in their original sealed packaging may be eligible for return within the applicable timeframe.
• Opened Seed Packets: Once seed packets have been opened, they cannot be returned as we are unable to verify the integrity, viability, or contamination status of seeds that have been exposed. Unopened seed packets in their original packaging may still qualify for a return.
• Custom and Personalised Orders: Any products that have been customised, engraved, painted, or otherwise personalised to your specifications are non-returnable. This includes custom-sized planters, bespoke container arrangements, and made-to-order garden kits that were configured based on your individual requirements.
• Gift Cards and Vouchers: Digital or physical gift cards and promotional vouchers issued by Bloxarynvorm are non-returnable and non-refundable. They remain valid for use until their stated expiry date.
• Clearance and Final Sale Items: Products purchased at a discounted clearance price or marked as final sale at the time of purchase are non-returnable unless they arrive damaged or defective.

If you are unsure whether a specific product is eligible for return, please contact our customer service team prior to initiating a return request. We are happy to clarify the return eligibility of any item in our catalogue.

4. Return Timeframe

We offer a 30-day return window for most eligible products. This means you have 30 calendar days from the date you received your order to initiate a return request. The date of receipt is defined as the date shown on the delivery confirmation provided by our shipping carrier, or the date you collected the item from a designated pickup point.

Please note the following important details regarding our return timeframe:

• Return requests submitted after the 30-day window has expired will generally not be accepted unless the item is covered under a manufacturer warranty or falls under the provisions of the New Zealand Consumer Guarantees Act (see Section 13).
• For products purchased as gifts, the return window begins on the date the gift recipient receives the product, provided the original purchaser can supply valid proof of purchase.
• During peak holiday periods, including the weeks surrounding Christmas and New Year, we may extend the return window. Any such extensions will be clearly communicated on our website and in order confirmation emails during those periods.
• If you have received a product as part of a subscription box or recurring order, the 30-day return period applies separately to each individual shipment based on its respective delivery date.

We strongly recommend that you inspect your order promptly upon delivery. If you notice any issues with your products, please contact us as soon as possible to begin the return process within the eligible timeframe.

5. Condition Requirements

All products returned to Bloxarynvorm must meet certain condition requirements to qualify for a full refund or exchange. We have outlined these requirements below to ensure clarity and to help you prepare your return properly.

• Products must be in their original, unused condition. For example, ceramic pots and planters should not show signs of soil, water stains, plant residue, or outdoor exposure. Gardening tools should not show signs of use, rust, or wear.
• Items must be returned in their original packaging, including all boxes, protective wrapping, inserts, and padding materials. If the original packaging has been discarded, please use equivalent protective packaging to prevent damage during transit.
• All labels, tags, barcodes, and product identifiers must remain attached and intact. Removing labels or tags may complicate the identification and processing of your return.
• For gardening kits and bundles, all components must be included in the return. Partial returns of bundled products may result in a reduced refund amount proportional to the items returned.
• Instructional booklets, planting guides, assembly instructions, and any complementary materials included with the product must be returned alongside the main item.

Products that are returned in a condition that does not meet these requirements may be subject to a restocking fee of up to 20% of the original purchase price. In cases where the product has been significantly used, damaged by the customer, or is missing essential components, we reserve the right to decline the return entirely or offer a reduced refund at our sole discretion.

6. How to Initiate a Return

To begin a return, please follow the step-by-step process outlined below. Adhering to this process will help ensure that your return is handled promptly and efficiently.

1. Contact Our Team: Reach out to our customer service team by sending an email to chat@bloxarynvorm.world or by calling us at +64 9 579 1600 during our regular business hours. Please include your order number, the item(s) you wish to return, and the reason for your return request.
2. Receive a Return Authorisation: Once we have reviewed your request, we will issue a Return Merchandise Authorisation (RMA) number and provide you with detailed instructions on how to proceed. Please note that returns sent without a valid RMA number may not be accepted or processed.
3. Prepare Your Package: Carefully pack the item(s) in their original packaging or in a secure alternative. Ensure that all components, accessories, and documentation are included. Write the RMA number clearly on the outside of the package.
4. Ship Your Return: Send the package to the return address provided in your RMA confirmation. We recommend using a tracked shipping service so that you can monitor the delivery of your return. Please retain your shipping receipt and tracking number for your records.
5. Confirmation of Receipt: Once we receive your return at our facility, we will send you a confirmation email acknowledging its arrival. From that point, the inspection and processing phase will begin as described in Section 8.

If you require assistance at any stage of the return process, our customer service team is available to guide you. We aim to make the process as straightforward as possible for all customers.

7. Shipping for Returns

The cost and responsibility for return shipping depend on the reason for the return. Please review the following guidelines to understand who bears the shipping costs in different scenarios.

• Customer-Initiated Returns: If you are returning a product because you have changed your mind, ordered the wrong item, or no longer need the product, the cost of return shipping is your responsibility. We recommend choosing a shipping method that includes tracking and insurance to protect against loss or damage during transit.
• Damaged or Defective Items: If you received an item that was damaged during shipping or is defective upon arrival, Bloxarynvorm will cover the cost of return shipping. In these cases, we may provide you with a prepaid shipping label or arrange a courier pickup at no cost to you.
• Incorrect Items: If we shipped the wrong product to you, we will cover the return shipping costs and ensure that the correct item is sent to you as quickly as possible at no additional charge.
• Shipping Within New Zealand: All return shipments must be sent from within New Zealand. We are unable to accept international return shipments or cover the cost of shipping from overseas addresses. If you have moved abroad since placing your order, please contact us to discuss alternative arrangements.

Bloxarynvorm is not responsible for return packages that are lost, stolen, or damaged during transit when the customer is responsible for return shipping. We strongly advise that you retain proof of postage and use a tracked delivery service for all return shipments. Refunds or exchanges will not be issued until the returned item has been received and inspected at our facility.

8. Inspection and Processing

Once your returned item arrives at our facility, it will undergo a thorough inspection process before any refund or exchange is issued. Below is an overview of what to expect during this phase.

Upon receipt of your return, our team will verify the RMA number and cross-reference it with your original order. The product will then be inspected to confirm that it meets the condition requirements outlined in Section 5 of this policy. This inspection typically includes checking for signs of use, verifying that all components and packaging are intact, and assessing whether the product can be restocked and resold.

The inspection and processing of returns generally takes between 5 to 10 business days from the date we receive the package at our warehouse. During busy periods, such as after major sales events or holiday seasons, processing times may be slightly longer. We will keep you informed via email regarding the status of your return throughout the process.

If the inspection reveals that the product does not meet the return conditions, we will notify you by email and provide you with the following options:

• Accept a partial refund based on the condition of the returned item, with any applicable restocking fees deducted.
• Have the item shipped back to you at your expense in its current condition.
• Receive store credit for the assessed value of the returned item, which can be used toward a future purchase.

We strive to process all returns as quickly and fairly as possible. If you disagree with the outcome of our inspection, you are welcome to contact our customer service team to discuss the matter further.

9. Refund Methods

Once your return has been approved following the inspection process, a refund will be issued in accordance with the following guidelines. The method of refund depends on the original payment method used at the time of purchase.

• Credit or Debit Card Payments: Refunds for orders paid by credit or debit card will be credited back to the same card used for the original transaction. Please allow 5 to 10 business days for the refund to appear on your statement, depending on your bank or card issuer's processing times.
• Bank Transfer Payments: If your original payment was made via direct bank transfer, the refund will be returned to the same bank account. You may be asked to provide your bank account details to facilitate the transfer.
• PayPal and Other Online Payment Services: Refunds for orders paid through PayPal or similar online payment platforms will be returned to the same account used for the purchase. Processing times vary depending on the platform.
• Store Credit: In some cases, and at the customer's request, we may issue a refund in the form of store credit. Store credit does not expire and can be applied to any future purchase on our website.

Please note that original shipping charges paid at the time of purchase are generally non-refundable unless the return is due to an error on our part, such as shipping the wrong item or a defective product. If free shipping was offered on the original order and the return results in the order total falling below the free shipping threshold, the standard shipping cost may be deducted from the refund amount.

Refunds are processed in New Zealand Dollars (NZD). If your original payment was made in a different currency, the refunded amount may differ slightly from the original charge due to exchange rate fluctuations. Bloxarynvorm is not responsible for any differences arising from currency conversion.

10. Exchanges

If you would like to exchange a product for a different item rather than receiving a refund, we are happy to accommodate exchange requests subject to product availability. Exchanges are available for eligible products that meet the return conditions described in this policy.

To request an exchange, please follow the same process outlined in Section 6 (How to Initiate a Return) and indicate that you would like an exchange rather than a refund. Specify the replacement item you would like to receive, including any relevant details such as size, colour, or material preference.

• Equal Value Exchanges: If the replacement item is of equal value to the original product, the exchange will be processed at no additional cost once the returned item has been received and inspected.
• Higher Value Exchanges: If the replacement item is of a higher value, you will be required to pay the price difference before the new item is dispatched. We will provide payment instructions when confirming your exchange request.
• Lower Value Exchanges: If the replacement item is of a lower value, the difference will be refunded to your original payment method following the guidelines in Section 9.

Exchanges are subject to stock availability at the time your return is processed. If the desired replacement item is out of stock, we will notify you and offer the option of selecting an alternative product, receiving a full refund, or placing a backorder for the item. Exchange shipments within New Zealand are typically dispatched within 3 to 5 business days after the returned item has been inspected and approved.

11. Damaged or Defective Items

At Bloxarynvorm, we take great care in packaging and dispatching all orders to ensure they arrive in perfect condition. However, we understand that damage can occasionally occur during transit, or that a product may have a manufacturing defect that was not identified before shipping. If you receive an item that is damaged or defective, please follow the steps below.

1. Document the Issue: As soon as you notice the damage or defect, take clear photographs of the product, the packaging, and any visible damage. These photographs will be required as part of your claim and will help us assess the issue promptly.
2. Contact Us Promptly: Please reach out to our customer service team within 7 calendar days of receiving the damaged or defective item. You can contact us by email at chat@bloxarynvorm.world or by phone at +64 9 579 1600. Include your order number, a description of the problem, and the photographs you have taken.
3. Await Our Response: Our team will review your claim and respond within 2 business days. Depending on the nature and severity of the damage or defect, we may request additional information or photographs before proceeding.
4. Resolution: Once your claim has been verified, we will offer one of the following resolutions: a full refund, a replacement product shipped at no cost to you, or a partial refund if the damage is minor and you wish to keep the item.

For items damaged during transit, we may need to file a claim with the shipping carrier. In such cases, please retain all original packaging materials, as the carrier may require them for inspection. We will handle the claims process on your behalf and ensure that you receive a satisfactory resolution as quickly as possible.

Products with manufacturing defects that become apparent after use may still be covered under the manufacturer's warranty or under the New Zealand Consumer Guarantees Act. Please refer to Section 13 for more information about your statutory rights.

12. Cancellations

If you wish to cancel an order, the options available to you depend on the current status of your order at the time the cancellation request is made. Please review the following guidelines regarding order cancellations.

• Before Dispatch: If your order has not yet been dispatched from our warehouse, you may cancel it for a full refund by contacting our customer service team as soon as possible. We process orders promptly, so we recommend reaching out immediately if you wish to cancel. Cancellation requests received before dispatch will be refunded in full to the original payment method within 5 to 10 business days.
• After Dispatch: Once an order has been dispatched, it cannot be cancelled in transit. In this case, you will need to wait until you receive the product and then initiate a standard return as described in Section 6 of this policy. Standard return conditions, timeframes, and shipping responsibilities will apply.
• Custom and Personalised Orders: Orders for custom or personalised products cannot be cancelled once production has commenced. If your custom order has not yet entered production, you may be able to cancel it by contacting us promptly. A cancellation fee may apply depending on the stage of preparation.
• Subscription Orders: If you are enrolled in a subscription or recurring order programme, you may cancel future shipments at any time by notifying our customer service team at least 5 business days before the next scheduled dispatch date. Cancellation of a subscription does not affect orders that have already been dispatched or are in the process of being prepared.

To request a cancellation, please contact us by email at chat@bloxarynvorm.world or by phone at +64 9 579 1600 with your order number and the reason for cancellation. We will confirm the cancellation status and inform you of any applicable next steps.

13. Consumer Guarantees Act (New Zealand)

Bloxarynvorm operates in full compliance with the Consumer Guarantees Act 1993 (CGA) of New Zealand. This legislation provides consumers with a set of guarantees when purchasing goods and services from businesses operating in New Zealand. Nothing in this Return Policy is intended to limit or override your rights under the CGA.

Under the Consumer Guarantees Act, goods purchased from Bloxarynvorm are guaranteed to:

• Be of acceptable quality, meaning they must be fit for their intended purpose, free from defects, safe, durable, and acceptable in appearance and finish.
• Be fit for a particular purpose if you have communicated that purpose to us and we have confirmed that the product is suitable for that use.
• Match the description provided on our website, in our marketing materials, or by our staff at the time of sale.
• Match any sample or demonstration model that was shown to you before purchase.
• Be available with reasonable access to spare parts and repair facilities for a reasonable period after purchase, where applicable.

If a product fails to meet any of these guarantees, you are entitled to a remedy under the CGA. The type of remedy available depends on whether the failure is considered major or minor:

• Major Failure: If the product has a major fault, you may choose a full refund, a replacement product, or compensation for any reduction in value. A major failure is one where a reasonable consumer would not have purchased the product had they known about the fault, or where the product is substantially unfit for its normal purpose, unsafe, or significantly different from its description.
• Minor Failure: If the fault is minor and can be remedied, we may choose to repair or replace the product within a reasonable timeframe. If the issue is not resolved in a reasonable time, you may then choose a refund or replacement.

Your rights under the Consumer Guarantees Act are in addition to any warranties or return policies offered by Bloxarynvorm. If you believe a product does not meet the guarantees set out in the CGA, please contact our customer service team and we will work with you to reach an appropriate resolution in accordance with New Zealand law.

14. Contact Information

If you have any questions, concerns, or requests relating to this Return Policy, or if you need assistance with a return, exchange, refund, or cancellation, please do not hesitate to contact our customer service team using the details below. We are committed to providing helpful, timely, and professional support to all our customers.

• Email: chat@bloxarynvorm.world
• Phone: +64 9 579 1600
• Address: 13-15 Walls Road, Penrose, Auckland 1061, New Zealand

Our customer service team is available Monday to Friday, 9:00 AM to 5:00 PM (NZST), excluding public holidays. We aim to respond to all email enquiries within 1 to 2 business days. For time-sensitive matters, we recommend contacting us by phone during business hours.

We value your feedback and are always looking for ways to improve our products and services. If you have suggestions regarding our return process or any other aspect of your experience with Bloxarynvorm, please let us know. Your input helps us serve you better and continue providing quality container gardening solutions to customers across New Zealand.