Return Policy

At Plixernovrphak we are committed to ensuring that you are satisfied with your purchase of indoor plants and related products. This Return Policy ("Policy") sets out in detail the circumstances under which we accept returns, offer exchanges, or provide refunds for products ordered through our website at plixernovrphak.world, through our physical location in Bethlehem, Tauranga, or through any other sales channel we operate. This Policy applies to all sales within New Zealand and operates in addition to (and does not limit) your statutory rights under the Consumer Guarantees Act 1993 ("CGA") and other applicable New Zealand consumer law. Please read this Policy carefully before making a purchase. By placing an order with us, you acknowledge that you have read and understood this Policy.

Your Statutory Rights Under the Consumer Guarantees Act 1993

Under the Consumer Guarantees Act 1993 (New Zealand), goods supplied to you must be of acceptable quality, fit for any particular purpose that you made known to us (expressly or by implication), match their description (including any sample or demonstration model), and be a reasonable price (where the price is not set). If an indoor plant or other product you purchase from us does not meet these consumer guarantees, you may be entitled to a remedy. Depending on whether the failure is major or minor, your remedy may include the right to reject the goods and receive a full refund, the right to have the goods repaired or replaced, or the right to compensation for any reduction in value. A failure is "major" if, among other things, a reasonable consumer would not have purchased the goods if they had known of the failure, the goods are significantly different from their description, the goods are substantially unfit for purpose and cannot easily be made fit, or the goods are unsafe. This Return Policy does not limit or replace these statutory rights. If you believe that a product you have purchased from us is faulty, not as described, does not meet the consumer guarantees, or is otherwise not acceptable, please contact us as soon as possible with your order number, a description of the issue, and (where possible) clear photographs of the product and any packaging. We will work with you in good faith to resolve the issue in accordance with the CGA and this Policy.

Damaged, Defective, or Incorrect Delivery

We take great care to pack our indoor plants and other products securely for shipping to minimise the risk of damage in transit. Despite our best efforts, occasionally items may arrive damaged (e.g. broken or cracked pot, severely damaged foliage, stems, or roots, plant in poor condition due to transit stress, or packaging that has been compromised) or you may receive the wrong item (e.g. different plant variety, wrong size, or missing items). If your order arrives damaged, defective, or incorrect, you must contact us within forty-eight (48) hours of delivery (or of collection, if you collected the order). Please provide your order number, a clear description of the issue, and clear photographs of the product and packaging (including any damage to the box or packaging materials). This will help us assess the situation and determine the appropriate remedy. Where we are satisfied that the product was damaged in transit, is defective, or that we have sent the wrong item, we will offer you a replacement (where possible and where you agree) or a full refund of the purchase price and (where applicable) the shipping cost you paid for that order. In some cases we may ask you to return the item to us (e.g. for inspection or for us to arrange disposal); where we require a return and the fault is ours, we will provide you with a prepaid return label or otherwise reimburse your reasonable return shipping cost. Failure to notify us within a reasonable time (and in any event within 48 hours of delivery for obvious damage or wrong item) may affect our ability to verify the issue and offer a remedy, and may also affect your rights under the CGA where the delay is unreasonable.

Change of Mind and Cancellation Before Delivery

Indoor plants are living products. Once they have been delivered or collected, they may be affected by handling, transport, and the environment in your home or office. For this reason, we do not generally offer returns or refunds purely for "change of mind" after the product has been delivered to you or collected by you. If you have simply changed your mind after receipt, we may at our sole discretion consider a return or exchange on a case-by-case basis (e.g. if the plant is still in saleable condition and can be returned within a short period); however, you may be required to pay return shipping and a restocking fee, and we are under no obligation to accept such returns. If you wish to cancel your order before it has been delivered, you must contact us as soon as possible. If your order has not yet been dispatched, we will cancel it and refund any payment you have already made (including any shipping charge) in full, usually within five (5) to ten (10) business days. If your order has already been dispatched, we may not be able to cancel it or stop the delivery. In that case, you may need to refuse delivery (if the carrier offers that option) or follow our instructions for returning the product at your own cost once received. If you return the product in saleable condition (unopened packaging where applicable, plant in good health), we may at our discretion issue a refund of the product price only (excluding the original shipping cost and any return shipping you have paid). Each change-of-mind situation is considered individually; please contact us to discuss your circumstances before returning any product.

How to Request a Return, Exchange, or Refund

To request a return, exchange, or refund, please follow these steps:

• Contact us: Get in touch with us by email (support@plixernovrphak.world) or via the contact form and details on our Contact page. Include your full name, order number (if applicable), the product(s) concerned (name and quantity), and a clear description of the reason for your request (e.g. damaged on arrival, wrong item received, product does not match description, or change of mind). For damaged, defective, or incorrect items, please attach clear photographs showing the product and any packaging or damage. This helps us process your request quickly and fairly.
• Our response: We will respond to your request within a few business days (typically within three (3) to five (5) business days). We will advise whether we can offer a return, replacement, or refund and will explain the next steps. For example, we may ask you to return the product to our address in Bethlehem, Tauranga, in its original packaging (where possible) and in accordance with any return instructions we provide. Where we have agreed to a prepaid return, we will send you a return label or other instructions.
• Returning the product: If we approve a return, please pack the product securely to prevent damage during return shipping. We recommend using similar packaging to that in which you received the item. We are not responsible for damage to the product occurring during the return shipment unless we have provided a prepaid return label and specific return instructions and the damage is due to our instructions. For live plants, we understand that return shipping can be stressful for the plant; we will assess the condition of the returned item upon receipt.
• Refund processing: Once we have received the returned product and inspected it (where inspection is required), we will process your refund to the original payment method you used for the purchase. Refunds are typically processed within five (5) to ten (10) business days of our receiving the return and confirming eligibility. Please note that it may take additional time for your bank or card issuer to reflect the refund in your account. If we are providing a replacement instead of a refund, we will dispatch the replacement as soon as practicable after we have confirmed the return or (where we do not require a return) after we have verified your claim.

Exclusions and When We May Decline a Return or Refund

We may decline a return or refund (or offer a reduced remedy) in the following circumstances:

• Damage or deterioration after delivery: The product has been damaged, deteriorated, or lost its saleable condition due to misuse, neglect, improper care, or accidental damage after it was delivered to you. For example, indoor plants may deteriorate or die due to overwatering, underwatering, incorrect light levels, exposure to extreme temperatures, pests, or physical damage caused by the customer or third parties after delivery. We are not responsible for such outcomes. If you are unsure about care requirements, please contact us or refer to our plant care guides before and after purchase.
• Failure to notify within a reasonable time: You did not notify us of the issue within a reasonable time (e.g. for obvious damage or wrong item, within 48 hours of delivery). Delays in reporting may make it difficult for us to verify the cause of the problem or to offer a remedy, and may affect your rights under the CGA.
• Product no longer in saleable condition: The product has been used, altered, or handled in a way that means we cannot resell it (e.g. plant has been repotted into a different container and returned without prior agreement, or product has been used beyond what is reasonable for assessing it). We may still consider a partial refund or other remedy at our discretion.
• Fraud or abuse: We reasonably believe that the return request is fraudulent or abusive (e.g. false claims of non-receipt or damage, or repeated returns that suggest abuse of our policy). We reserve the right to refuse future sales or returns in such cases.

We reserve the right to request evidence (such as photographs, proof of purchase, or a description of the circumstances) before processing any return or refund. We may also inspect returned items to verify that they meet the conditions for a refund or exchange.

Exchanges

If you would prefer a different plant or product (e.g. a different species, size, or variety), please contact us. Exchanges are subject to product availability and may require you to return the original item in good, saleable condition. We will guide you through the process. If the replacement product is of higher value, you may need to pay the difference; if it is of lower value, we may refund the difference to you. Any difference in shipping costs may also apply. We cannot guarantee that we will have the exact alternative you want in stock; in such cases we may offer a refund or another product of equivalent value.

Refund Method and Timing

Refunds will be made to the same payment method you used for the original purchase (e.g. the same credit or debit card). We cannot refund to a different card or account unless we agree otherwise in writing. Refunds are processed in New Zealand dollars (NZD). If your original payment was in another currency, the refund amount will be the NZD amount you paid; any difference due to exchange rate fluctuations is your responsibility. As stated above, we aim to process refunds within five (5) to ten (10) business days of receiving the returned item and confirming eligibility (or, where no return is required, within a similar period after we approve the refund). Your financial institution may take additional time to post the refund to your account.

Shipping and Return Costs

Where a return is due to our error (e.g. wrong item sent, or product faulty or not as described), we will cover the cost of return shipping (e.g. by providing a prepaid return label or reimbursing your reasonable return shipping cost). Where a return is for change of mind or for reasons that are not our fault, you are responsible for the cost of returning the product to us unless we agree otherwise. Original shipping charges may be non-refundable in change-of-mind cases. If we sent the product to you free of shipping charge as part of a promotion, we may deduct an amount equivalent to our standard shipping cost from any refund for change-of-mind returns, where permitted by law.

Contact Us

For any questions about this Return Policy or about returns, refunds, or exchanges, please contact Plixernovrphak at: Bethlehem Rd & SH2, 210 State Highway 2, Bethlehem, Tauranga 3110, New Zealand. Phone: +64 7 579 3925. Email: support@plixernovrphak.world. We will respond to your enquiry as soon as practicable and will work with you to resolve any issues in accordance with this Policy and your statutory rights.

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