Return Policy

Last updated:

1. Overview

At Thimyxolux, we want you to be satisfied with your purchase. This Return Policy outlines the conditions under which you may return products purchased through our website thimyxolux.world and how refunds are processed.

2. Eligibility for Returns

You may return a product if the following conditions are met:

The return request is made within 30 days of the delivery date.
The product is in its original, unopened, and sealed packaging.
The product has not been used, damaged, or tampered with.
You provide a valid proof of purchase (order confirmation email or receipt).

3. Non-Returnable Items

Due to health and safety regulations, the following items cannot be returned:

Products that have been opened, partially consumed, or have broken seals.
Products returned after the 30-day return window.
Products that show signs of misuse, damage, or improper storage.
Free promotional items or samples.

4. How to Initiate a Return

To start the return process, please follow these steps:

Contact us: Send an email to office@thimyxolux.world with your order number, the reason for the return, and your contact details.
Receive instructions: Our team will review your request within 3 business days and provide you with return shipping instructions and a return authorisation, if applicable.
Ship the product: Pack the product securely in its original packaging and ship it to the address provided. We recommend using a tracked shipping method.
Confirmation: Once we receive and inspect the returned product, we will notify you of the approval or rejection of your return.

5. Refund Process

If your return is approved:

Your refund will be processed within 10 business days of receiving the returned product.
The refund will be applied to the original payment method used for the purchase.
You will receive an email confirmation once the refund has been issued.
Depending on your bank or payment provider, the refund may take an additional 5–10 business days to appear on your statement.

6. Return Shipping Costs

Defective or incorrect products: If you received a defective, damaged, or incorrect product, we will cover the return shipping costs. Please contact us promptly with details and, if possible, photographs of the issue.
Change of mind: If you are returning a product for personal reasons (e.g., change of mind), you are responsible for the return shipping costs.

7. Damaged or Defective Products

If you receive a product that is damaged or defective, please contact us within 7 days of delivery at office@thimyxolux.world. Include your order number and photographs showing the damage or defect. We will arrange a replacement or full refund, including shipping costs.

8. Exchanges

We currently do not offer direct exchanges. If you wish to exchange a product, please return the original item (following the process above) and place a new order for the desired product.

9. Cancellations

If you wish to cancel an order, please contact us as soon as possible at office@thimyxolux.world. Orders that have not yet been shipped can be cancelled for a full refund. Once an order has been dispatched, it cannot be cancelled but may be returned under this policy.

10. Consumer Rights

This Return Policy does not affect your statutory rights under the New Zealand Consumer Guarantees Act 1993, the Fair Trading Act 1986, or any applicable EU consumer protection laws. If a product fails to meet a consumer guarantee, you are entitled to a remedy regardless of this policy.

For EU consumers, you have the right to withdraw from a distance contract within 14 days of receiving the goods, without giving any reason, in accordance with the EU Consumer Rights Directive (2011/83/EU). This right applies in addition to the 30-day return window described above.

11. Contact Us

If you have any questions about our Return Policy or need assistance with a return, please contact us:

Company: Thimyxolux
Address: 1 Queen Street, Auckland 1010, New Zealand
Email: office@thimyxolux.world