Returns Policy

1. About This Returns Policy

This Returns Policy applies to physical products purchased from Zen With Maral through www.zenwithmaral.com.

It should be read together with our Terms & Conditions and Shipping Policy.

Zen With Maral operates from Auckland, New Zealand.

Website: https://www.zenwithmaral.com Contact: contact@zenwithmaral.com

Nothing in this Returns Policy limits any rights or remedies you may have under the Consumer Guarantees Act 1993, Fair Trading Act 1986, or other applicable New Zealand law.

2. Starting a Return

To request a return, please use:

https://www.zenwithmaral.com/returns/request

You will need to provide your order ID and the email address associated with the order.

We may ask for additional information where reasonably necessary to assess the return, such as:

• photographs
• a description of the issue
• product condition
• packaging information
• other information relevant to the return

Please do not send a product back until we have provided return instructions.

3. Change-of-Mind Returns

In addition to your rights under New Zealand consumer law, Zen With Maral offers a voluntary change-of-mind return policy for eligible products.

You may request a change-of-mind return within 14 days of receiving your order.

To qualify, the product must:

• be unused
• be in substantially the same condition in which you received it
• be suitable for resale
• include any accessories or components originally supplied with it
• not be excluded under this Returns Policy

We may request reasonable evidence of purchase.

Acceptance of a change-of-mind return is subject to the conditions in this policy.

4. Products Not Eligible for Change-of-Mind Returns

Unless we expressly agree otherwise, change-of-mind returns are not available for:

• personalised products
• customised or made-to-order products
• products altered specifically at your request
• products that have been used
• products damaged after delivery through misuse or improper handling
• products that are no longer in reasonably resaleable condition

This exclusion applies only to voluntary change-of-mind returns.

It does not remove your rights if a personalised, customised or other product is faulty, damaged, incorrectly supplied, not as described, or otherwise fails to meet applicable consumer guarantees.

5. Original Packaging

For a voluntary change-of-mind return, we may ask that the product and any original packaging be returned in reasonably resaleable condition where practical.

However, original packaging is not a condition of exercising your legal rights in relation to faulty goods where New Zealand consumer law applies.

6. Change-of-Mind Return Shipping

For an approved change-of-mind return:

• you are responsible for safely returning the product to us
• you are responsible for the return shipping cost
• we recommend using a tracked delivery method
• you remain responsible for the product until it reaches us

Original shipping charges are generally not refundable for a change-of-mind return unless we agree otherwise.

If the return relates to a fault, damage, incorrect item or another issue covered by New Zealand consumer law, different rules may apply and reasonable return costs may be our responsibility.

7. Faulty Products

Products supplied to consumers in New Zealand must meet the guarantees required by the Consumer Guarantees Act 1993.

These may include guarantees that products:

• are of acceptable quality
• are fit for their ordinary purpose
• are fit for a particular purpose you made known to us where applicable
• match their description
• correspond with any applicable sample or representation

If you believe a product is faulty, please submit a return request or contact us.

Your remedy will depend on the circumstances and your rights under the Consumer Guarantees Act.

8. Minor Problems

Where a product has a problem that can be remedied and the Consumer Guarantees Act allows us the opportunity to put it right, we may choose an appropriate remedy such as:

• repair
• replacement
• refund

Any remedy will be provided within a reasonable time as required by law.

If we refuse or fail to remedy the problem within a reasonable time where required, you may have further rights under the Consumer Guarantees Act.

9. Serious Problems

Where a product has a failure of substantial character under the Consumer Guarantees Act, you may have the right to reject the product and choose an available legal remedy, which may include:

• a refund
• a replacement

You may also have rights to compensation for a reduction in value or other reasonably foreseeable loss where applicable.

We will not require you to accept store credit instead of a refund where New Zealand law gives you the right to a refund.

10. Products Damaged in Delivery

If your product arrives damaged, please contact us as soon as reasonably possible.

Where practical, please keep:

• the product
• shipping packaging
• product packaging
• photographs showing the damage

This can help us investigate the issue and resolve it promptly.

If Zen With Maral arranged the delivery and the product was damaged during delivery, we will provide any remedy required under applicable New Zealand law.

11. Incorrect Products

If we send you the wrong product, variation, quantity or other incorrect item, please contact us.

Where the mistake is ours, we will take reasonable steps to correct it and you will not be required to bear reasonable costs necessary to fix our error.

12. Products Not as Described

If the product you receive is materially different from the description, representation or option you ordered, please contact us.

Depending on the circumstances, you may be entitled to a remedy under the Consumer Guarantees Act or Fair Trading Act.

Minor variations that were reasonably disclosed or are inherent in handmade, floral, decorative or similar products do not necessarily mean the product is faulty or not as described.

13. Personalised and Custom Products

Personalised, customised and made-to-order products are generally not eligible for voluntary change-of-mind returns because they have been prepared specifically for you.

However, these products remain protected by applicable New Zealand consumer law.

If a personalised or custom product is faulty, damaged, incorrectly personalised due to our error, materially different from what was agreed, or otherwise fails to meet applicable consumer guarantees, please contact us.

14. Return Assessment

When we receive a return request, we may assess:

• the reason for the return
• the condition of the product
• when it was received
• whether the issue is a change of mind or a potential consumer-law claim
• photographs or other evidence where reasonably necessary
• whether the product was misused, altered or damaged after delivery

We will not use our voluntary return conditions to avoid a remedy that you are legally entitled to receive.

15. Refunds

Where a refund is approved, we will normally refund the amount to the original payment method where reasonably possible.

Processing time after a refund is issued may depend on your bank or payment provider.

For an approved change-of-mind return, the refund will generally relate to the returned product price and will not include the original shipping charge unless we agree otherwise.

Where a refund is required because the product failed to meet a consumer guarantee, your legal rights determine what amounts and reasonable associated costs must be refunded.

We will not impose a store-credit-only remedy where you are legally entitled to a monetary refund.

16. Exchanges

If you would prefer an exchange, contact us and we will let you know whether one is available.

An exchange depends on current stock availability.

Where you have a legal right to choose between a replacement and refund, your rights under New Zealand law will apply.

17. Return Shipping for Faulty Goods

If a product may be faulty, you may be asked to return it so we can inspect the issue where this is reasonable.

Where the product is confirmed to breach a consumer guarantee, Zen With Maral will reimburse reasonable return postage or arrange an appropriate return method where required by law.

If the product is difficult or expensive to return because of its nature, please contact us before arranging return transport.

18. Misuse or Damage After Delivery

We are not required to provide a remedy for a problem caused by:

• misuse
• unreasonable use
• damage caused after delivery
• unauthorised alteration
• failure to follow reasonable care or use instructions

This does not affect remedies for faults or problems that existed independently of that misuse or damage.

19. Sale and Promotional Items

Sale or promotional products remain protected by the Consumer Guarantees Act where it applies.

A discounted price does not remove your rights if the product is faulty or otherwise fails to meet a consumer guarantee.

For voluntary change-of-mind returns, sale or promotional products are eligible under the same 14-day policy unless the product or promotion was clearly identified before purchase as excluded from voluntary change-of-mind returns.

Any such exclusion does not affect statutory consumer rights.

20. Gifts

If you received a Zen With Maral product as a gift and believe it is faulty or there is another problem, please contact us.

We may require information that allows us to identify the original order.

Refunds, where applicable, will generally be processed using the original payment method unless another arrangement is required or agreed.

21. Refunds Are Separate From Payment Disputes

If you have a problem with an order, we encourage you to contact us first so we can investigate and resolve it.

Nothing in this Returns Policy prevents you from using any payment-dispute, chargeback or legal rights available to you.

22. Consumer Guarantees Act

Nothing in this Returns Policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded.

Where the Consumer Guarantees Act 1993 applies, it takes priority over any inconsistent voluntary-return condition in this policy.

For more information about consumer rights in New Zealand, you can visit the New Zealand Consumer Protection website.

23. Changes to This Returns Policy

We may update this Returns Policy from time to time.

The version published on this page applies from its stated “Last updated” date.

Changes will not retrospectively remove a legal right or unfairly alter an agreed return arrangement relating to an existing purchase.

24. Contact Us

If you have questions about a return, refund or product issue, contact:

Zen With Maral

Auckland, New Zealand

Email: contact@zenwithmaral.com

Website: https://www.zenwithmaral.com

Start a return:

https://www.zenwithmaral.com/returns/request