Refund Policy

Company Information

Satisfaction Guarantee

We stand behind the quality of our products. If you are not completely satisfied with your purchase, you may request a refund within 30 days of the delivery date. To qualify for a satisfaction refund, the product must be returned in its original packaging with at least 50% of the contents remaining. We accept both unopened and partially used bottles within this threshold, as we understand that you may need to try the product to determine if it suits your needs.

Eligibility for Refunds

Refunds may be granted in the following circumstances:

• Defective or damaged product: If the product arrives defective, damaged, or otherwise not as described, you are entitled to a full refund or replacement at no additional cost. In such cases, we may arrange for return shipping at our expense.
• Wrong product shipped: If we inadvertently ship the wrong product, we will provide a full refund or send the correct product at no extra charge. Return shipping for the incorrect item will be arranged by us.
• Dissatisfaction: If you are not satisfied with the product for any reason within 30 days of delivery, you may request a refund subject to the return conditions outlined above. This reflects our commitment to your satisfaction.
• Duplicate orders: If you receive a duplicate order due to a processing error, we will arrange a full refund and return of the duplicate shipment.

Non-Refundable Situations

We may decline refund requests in the following circumstances:

• The product has been used beyond the 50% threshold for dissatisfaction returns (we may consider exceptions in cases of adverse reactions—please contact us).
• The return request is made more than 30 days after the delivery date.
• The product was not purchased through our official website or authorized channels.
• The product has been opened, used beyond the threshold, or damaged due to improper storage or handling by the customer.
• The customer cannot provide proof of purchase or order confirmation.

Refund Process

To initiate a refund, please follow these steps:

1. Contact us at admin@tloxoreliecholul.world with your order number, the reason for your refund request, and any relevant details (e.g., photos if the product is defective).
2. Our customer service team will respond within 5 business days with confirmation and instructions for returning the product. We will provide the return address and any necessary return authorization.
3. Package the product securely in its original packaging (or suitable alternative) and ship it to the address we provide. For dissatisfaction returns, return shipping is typically the customer's responsibility unless the return is due to our error or a defective product.
4. Once we receive and inspect the returned product, we will process your refund within 14 business days. The refund will be issued to your original payment method. Depending on your financial institution, it may take additional time for the refund to appear in your account.

Refund Amount

Refunds will be issued for the purchase price of the product(s) being returned. Original shipping costs are generally non-refundable unless the return is due to our error (e.g., wrong product shipped, defective product). If you received free shipping as part of a promotion, the refund will reflect the product price only. Discounts or promotional codes applied to the original order may affect the refund amount.

Exchange and Replacement

If you prefer an exchange or replacement rather than a refund, please indicate this when contacting us. We will accommodate such requests where possible, subject to product availability. If the replacement product is of a different value, we will process the price difference accordingly.

Consumer Rights

Nothing in this Refund Policy limits or excludes your rights under the Consumer Guarantees Act 1993 (New Zealand) or other applicable consumer protection legislation. Under the Consumer Guarantees Act, products must be of acceptable quality, fit for purpose, and match their description. If a product does not meet these standards, you may be entitled to a repair, replacement, or refund, and we will comply with our legal obligations in full.

Contact Us

For refund requests, questions about this policy, or assistance with returns: