1. Overview & Statutory Alignment

This Refund and Returns Policy governs all transactions executed on www.zestysavor.com (the “Website”), which is owned and operated by REFILL COLLECTIVE LIMITED (the “Company”, “we”, “us”, “our”). This policy outlines the contractual frameworks, operational standards, and legal mechanisms regarding transit issues, the cancellation of orders, and commercial returns.

Our regulatory compliance strategy strictly aligns with the mandatory provisions of the consumer protection frameworks of New Zealand and the European Union (EU), notably the EU Consumer Rights Directive. Our commercial operations are tailored exclusively to individual buyers within European jurisdictions.

2. Dispatch, Transit Management & Fulfillment

We implement a robust distribution methodology to fulfill orders placed by clients in Europe. All logistics and operational pipelines adhere to the following strict guidelines:

• Geographic Scope: Our targeted commercial operations, logistics networks, and delivery frameworks are structured exclusively to cater to customers residing within European countries.
• Dispatch Protocol: Following the formal validation and confirmation of an order, items are picked, packed, and handed over to our logistical partners at our New Zealand distribution centre within one to two (1–2) business days.
• Logistical Partnerships: To ensure high-standard international transit, we partner with premier priority international carriage networks, specifically DHL, FedEx, and UPS Priority services.
• Estimated Delivery Windows: Standard transit times across international channels are estimated to take between seven and twelve (7–12) business days from the formal date of dispatch.
• Automated Transit Monitoring: To maintain transparency, automated electronic updates are transmitted to the specific communication address provided by the customer at checkout during critical transit milestones:
  • Upon initial package dispatch from our facility (containing unique transit tracking references);
  • Upon arrival at regional international sorting facilities; and
  • Upon the commencement of local regional final-mile delivery.
• Extended Transit Procedures: In the event that a shipment remains unfulfilled beyond the estimated standard timeframe, our operations team will immediately initiate an official administrative inquiry with the selected carrier network. Following the formal conclusion of this inquiry, a complete reversal of the financial transaction or a priority replacement delivery will be executed in accordance with the factual findings.

3. Statutory Right of Withdrawal (14-Day Cooling-Off Period)

In accordance with the regulatory standards implemented under European consumer protection frameworks, buyers residing within the European Union possess a statutory right to rescind their purchase contract within a specified timeframe without being required to provide formal justification.

• Duration of Right: The legal cooling-off period expires precisely fourteen (14) days from the specific calendar date on which the customer, or a nominated third party (excluding the logistics carrier), acquires physical possession of the physical merchandise.
• Formal Notification: To execute the right of withdrawal, the customer must submit an explicit written statement to our customer care team via email at seasoning@zestysavor.com before the conclusion of the fourteen-day period.
• Physical Return Address: Following the formal acknowledgment of the withdrawal notice, the physical merchandise must be dispatched back to our central facility at the following address: REFILL COLLECTIVE LIMITED 49 Pukutahi Drive, Te Anau 9600, New Zealand
• Return Carriage Expenses: Under standard right of withdrawal frameworks, all direct expenditures associated with returning the goods from Europe to our central New Zealand facility remain the sole financial responsibility of the customer, except where alternative allocations are mandated by local statutory rules.
• Condition Requirements: To qualify for a complete transaction reversal, all items must be returned in their original condition and commercial packaging, inclusive of all components and peripheral elements, showing no signs of external wear or modification.

4. Damaged or Non-Conforming Merchandise

We implement thorough quality protocols; however, in the rare instance that merchandise arrives with visible physical issues or manufacturing defects, the following swift remedy process applies:

Customers are requested to notify our support team via email at seasoning@zestysavor.com immediately upon receiving the consignment. To facilitate an immediate evaluation, the notification should be accompanied by clear digital photographic documentation highlighting the reported defect or structural damage.

Exemption from Physical Return: Once our assessment team verifies the photographic documentation and approves the non-conforming status, a full financial refund or a priority replacement dispatch will be executed immediately. To avoid unnecessary cross-border transit, the customer is not required to return the physically damaged or defective items to our facility.

5. Refund Protocols & Monetary Settlement

All financial reversals and monetary settlements are governed by formal compliance timelines and strict transactional security guidelines:

• Processing Windows: Authorized transaction reversals will be finalized within fourteen (14) days following our receipt of the returned items or, in instances involving verified structural damage, within fourteen (14) days of the formal validation of the photographic evidence.
• Funding Sources: To maintain strict transactional alignment, all monetary reversals are issued exclusively back to the original financial instrument used to authorize the initial purchase. We fully accept and support electronic payments processed via major international card networks, specifically:
  • Visa
  • Mastercard
  • American Express
• Posting Intervals: The specific timeline required for a reversed balance to be visible on an account statement depends entirely on the processing protocols, clearing cycles, and institutional schedules of the customer’s respective financial institution or card issuer.

6. Institutional Contacts & Enquiries

For any formal notices, administrative requests, or operational enquiries regarding transit, cancellations, or refunds, please communicate directly via our established organizational channels:

REFILL COLLECTIVE LIMITED
Registration Numbers: 9301626 / 9429052531354
Corporate Headquarters: 49 Pukutahi Drive, Te Anau 9600
Email: seasoning@zestysavor.com
Telephone Liaison: +64 224536654