Return and Refund Policy

1. Return window

You have 30 days from the date of delivery to request a return. Requests received after 30 days cannot be accepted, except for items that are defective or were damaged in transit (see section 6).

2. Return conditions

To be eligible for a refund, items must be:

• Unused, unwashed and in the same condition you received them.
• In the original packaging with all tags, labels and accessories included.
• Accompanied by your order reference (for example NZ-XXXXXXXX).

3. Non-returnable items

For hygiene and safety reasons the following cannot be returned unless faulty:

• Candles that have been lit.
• Bedding, sheets and towels that have been removed from their sealed packaging and used or washed.
• Items marked as final sale at the time of purchase.
• Gift cards.

4. How to start a return

1. Email neuryza.ai@gmail.com with your order reference, the item(s) you wish to return and the reason. Photos are helpful if the item is damaged or faulty.
2. We will reply within 2 business days with a return authorisation and the return address.
3. Pack the item securely in its original packaging and ship it using a tracked service.
4. Once we receive and inspect the item, we will email you to confirm your refund or exchange.

Returns sent without prior authorisation may be delayed or refused.

5. Return shipping costs

6. Defective or damaged items

If your item arrives damaged or develops a manufacturing fault within 90 days of delivery, contact us with photos and your order reference. We will offer a replacement, a repair or a full refund including any shipping you paid. You will not be asked to pay return shipping for faulty goods.

7. Refunds

• Refunds are issued to the original payment method within 5 business days of our approving the return. Your bank or card issuer may take a further 5 to 10 business days to post the credit.
• Refunds are made in USD for the amount originally charged.
• If a return does not meet the conditions above, we will contact you. We may offer a partial refund or return the item to you at your expense.
• If you have not received an approved refund after 15 business days, contact us and we will provide the refund transaction reference so you can follow up with your bank.

8. Exchanges

We are happy to exchange an item for a different product of equal or lower value. Request an exchange using the process in section 4. The replacement will ship once the original item has been received, or immediately if you prefer to place a new order and return the first item for a refund.

9. Order cancellations

You may cancel an order free of charge at any time before it ships by emailing us with your order reference. Once an order has shipped it cannot be cancelled, but you can return it under this policy after delivery.

10. Late or missing deliveries

For items lost or delayed in transit, please see our Shipping Policy. You are always entitled to a replacement or full refund for an order that does not arrive.

11. Chargebacks

Before disputing a charge with your bank, please contact us first. We resolve nearly every issue within 2 business days and can usually refund you faster than a chargeback process.