Purpose and scope
This Policy applies to products purchased directly through Lunira-owned checkout experiences linked from https://kyxrelynsnyx.world/. Marketplace purchases follow each platform’s return centre even if packaging bears our brand. Services such as consulting retainers, digital downloads, or event tickets carry bespoke clauses inside their checkout flows.
Pricing and advertising: We represent prices and promotions honestly under the Fair Trading Act 1986 and applicable platform rules (including Google Ads policies where used). Any pre-purchase quote may differ from illustrative website figures until confirmed in an order summary you accept.
Administrative supplements described here do not replace professional judgment about whether a good is of acceptable quality. When in doubt, we err on the side of replacing product when traceability data proves authenticity.
Statutory and regulatory rights
New Zealand consumers receive guarantees that goods must be acceptable quality, fit for purpose, and match descriptions. Australian consumers may enjoy parallel protections under the Australian Consumer Law when we expressly ship there. Nothing in this document removes those non-waivable remedies.
Situations we typically remedy
- Shipment arrived crushed, soaked, or tampered with prior to your receipt.
- Internal lot numbers do not match the invoice or certificate you were promised.
- Wrong SKU, flavour, or count shipped due to picking errors verified by warehouse photos.
- Product is within expiry but exhibits compromised seal integrity documented within forty-eight hours of delivery scan.
- Regulatory recall notices require destruction credits.
Situations usually excluded
- Change of mind after opening primary packaging unless local law demands otherwise.
- Delays caused by inaccurate addresses or uncollected parcels held at depots beyond carrier grace periods.
- Individual dissatisfaction with taste or subjective tolerance absent objective quality defects.
- Bulk corporate purchases governed by master agreements that supersede this Policy.
Starting a ticket
Provide order number, delivery postcode, concise timeline, and photographs from multiple angles including batch codes. Redact unrelated personal details unless they affect delivery. We acknowledge compliant requests within two business days and may ask clarifying questions before approving returns.
Evidence standards
Photos should include outer shipper labels, inner cushioning, bottle lot stickers, and desiccant placement. Video is optional but helpful for audio cues such as rattling glass. Keep compromised product until we authorise disposal to support insurer audits.
Expected decision and payout cadence
Straightforward swaps ship within three business days of approval. Refunds to cards may take five to ten additional banking days depending on issuer rails. Bank holidays both in New Zealand and your country can extend timelines.
Refund channels
We refund via the original tender when practicable. Store credit at face value plus modest shipping goodwill may be offered when payment processors block reversals after sixty days. Cryptographic stablecoin refunds are not supported.
Return shipping responsibilities
We prepaid label defective goods when the claim predates personal use. If inspection disproves defect, we may invoice return freight or deduct amounts from refunds. International customers should declare truthful customs valuations on returns or risk duties doubling.
Cross-border caveats
Duties, value-added taxes, and brokerage fees paid to local authorities are generally non-refundable through Lunira even when merchandise is returned. Seek optional shipping insurance when forwarding exporters assess high-risk routes.
Autoship and subscription decks
If we launch subscription billing, you may pause or cancel before the next charge date reflected in account portals. Refunds for accidental renewals follow the same evidentiary standards but prioritise reversing the latest invoice before adjusting inventory forecasts.
Bundles and gifting
Partial bundle refunds recalculate discounts proportionally. Gift recipients may exchange for store credit when the purchaser grants authorisation via linked order email.
Quality holds and recalls
Should regulators or our internal microbiology partners flag a batch, we broadcast email and site banners with lot identifiers. Follow destruction or return instructions precisely; reimbursements include reasonable postage upon proof.
Chargebacks and payment disputes
Contact us before disputing charges with banks so we can post refunds directly; chargebacks trigger fraud reviews that may delay future orders. Provide issuer case numbers if a chargeback was already filed so we can consolidate evidence.
Fraud prevention
High-velocity refund requests, mismatched geolocation, or reshipping to freight forwarders may undergo manual review lasting up to fourteen days. We cooperate with law enforcement when identities appear stolen.
Tier A
Documented shipping damage, automatic replacement.
Tier B
Quality questions requiring lab cross-check.
Tier C
Disputes elevated to legal review.
Record keeping
We archive refund decisions seven years for tax alignment, including correspondence, photos, and carrier tracking identifiers, then purge according to retention schedules unless litigation holds apply.
Escalation contacts
Write to 143 Lake Road, Devonport, Auckland 0622, New Zealand, Attn: Lunira Customer Resolution or email ask@kyxrelynsnyx.world. Include “Refund case” plus your order id in subject lines for faster routing.