Refund Policy

1. Overview

At Vodnarexex, we want you to be completely satisfied with your purchase. If you are not satisfied for any reason, we offer a straightforward return and refund policy. Please read this policy carefully to understand your rights and the process for returns.

2. Return Eligibility

2.1 Eligible Returns

You may return products purchased from our website under the following conditions:

  • The return request is made within 30 days of delivery
  • The product is unopened and in its original, sealed packaging
  • The product is in resalable condition
  • You have proof of purchase (order confirmation or receipt)

2.2 Non-Returnable Items

The following items cannot be returned:

  • Products that have been opened or used
  • Products with broken seals or damaged packaging
  • Products purchased more than 30 days ago
  • Products purchased from unauthorized retailers
  • Gift cards or promotional items

3. Return Process

3.1 How to Initiate a Return

To initiate a return, please follow these steps:

  • Contact our customer service team at ask@vodnarexex.world
  • Provide your order number and reason for return
  • Wait for return authorization and instructions
  • Ship the product back using a trackable shipping method
  • Keep your shipping receipt as proof of return

3.2 Return Shipping

Unless the return is due to our error (wrong item shipped, defective product, or damaged in transit), you are responsible for return shipping costs. We recommend using a trackable shipping service and purchasing shipping insurance for items over $50 in value.

3.3 Return Address

Please send returns to:

Vodnarexex
67C Atley Road
Arthurs Point, Queenstown 9371
New Zealand

4. Refund Processing

4.1 Refund Timeline

Once we receive your returned product, we will inspect it and notify you of the approval or rejection of your refund. If approved:

  • Refunds are processed within 5-7 business days
  • The refund will be credited to your original payment method
  • Depending on your bank or credit card company, it may take an additional 5-10 business days for the refund to appear on your statement

4.2 Refund Amount

Your refund will include:

  • The full purchase price of the returned product
  • Original shipping costs (only if the return is due to our error)

The following are not refundable:

  • Original shipping costs (for change-of-mind returns)
  • Return shipping costs (unless due to our error)

4.3 Partial Refunds

In certain situations, only partial refunds may be granted:

  • Products with obvious signs of use
  • Products not in their original condition
  • Products with missing parts or accessories

5. Damaged or Defective Products

5.1 Reporting Damage

If you receive a damaged or defective product, please contact us within 48 hours of delivery. Include:

  • Your order number
  • Photos of the damage or defect
  • Photos of the packaging (if damaged in transit)

5.2 Resolution Options

For damaged or defective products, we will offer you the choice of:

  • A full refund including shipping costs
  • A replacement product shipped at no additional cost

6. Wrong Item Received

If you receive the wrong item, please contact us immediately. We will arrange for the correct item to be shipped to you and provide a prepaid return label for the incorrect item.

7. Exchanges

We do not offer direct exchanges. If you wish to exchange a product, please return the original item for a refund and place a new order for the desired item.

8. Cancellations

8.1 Order Cancellation

You may cancel your order before it has been shipped by contacting us immediately. Once an order has been shipped, it cannot be cancelled and must be returned according to our return policy.

8.2 Cancellation Refunds

Cancelled orders will receive a full refund, including any shipping charges, within 5-7 business days.

9. Consumer Rights (New Zealand)

This refund policy does not affect your statutory rights as a consumer. Under the Consumer Guarantees Act 1993 (CGA), goods we supply must be of acceptable quality, fit for any particular purpose made known to us, and match their description. If goods do not comply with these guarantees, you may be entitled to a remedy (repair, replacement, or refund) depending on whether the failure is major or can be remedied. These rights apply regardless of our 30-day return window—for example, if a product is faulty or fails to meet the guarantees, you may be entitled to a remedy even after 30 days, subject to the CGA. Our voluntary 30-day return policy above applies to change-of-mind returns and is additional to your CGA rights.

Under the Fair Trading Act 1986, we must not engage in misleading or deceptive conduct. If you believe you have been misled, you may have additional rights. For disputes about consumer rights, you may contact the Disputes Tribunal or seek advice from Consumer Protection (consumerprotection.govt.nz) or the Citizens Advice Bureau.

10. Contact Us

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

  • Email: ask@vodnarexex.world
  • Address: 67C Atley Road, Arthurs Point, Queenstown 9371, New Zealand

Our customer service team is available Monday through Friday, 9:00 AM to 5:00 PM (NZST), and will respond to your inquiry within 1-2 business days.