Return Policy

Last updated: 18 March 2025

This Return Policy explains how you can return products purchased from Frozenonphar (“we”, “us”, “our”) via https://frozenonphar.world and how refunds are processed. It applies to all products, including AndroVascor, and should be read together with our Terms of Service. If you are a consumer in New Zealand, your statutory rights under the Consumer Guarantees Act 1993 (“CGA”) are not limited by this policy.

1. Contact details

Frozenonphar
1A/155 Queen Street, Auckland CBD, Auckland 1010, New Zealand
Email: team@frozenonphar.world
Phone: +64 9 941 4911

For any return or refund request, please contact us using the details above. We will respond within a reasonable time (typically within 2–5 business days).

2. Your statutory rights (New Zealand consumers)

If you are a “consumer” under the CGA, you have rights that cannot be excluded by contract. Our products are supplied with the guarantee that they are of acceptable quality, fit for any disclosed purpose, and match their description. If a product fails to meet a consumer guarantee, you may be entitled to:

• Repair of the goods (if the failure can be remedied); or
• Replacement of the goods; or
• Refund of the price paid, in certain circumstances (e.g. where the failure is substantial or cannot be remedied within a reasonable time).

You may also have rights against the manufacturer. This Return Policy does not limit those rights. If you believe a product does not meet a consumer guarantee, contact us and we will work with you to resolve the matter in line with the CGA.

3. Voluntary returns (change of mind)

If you simply change your mind after receiving your order, we may at our discretion accept a return subject to the following conditions:

• You must contact us within fourteen (14) days of receiving the product to request a return.
• The product must be unused, unopened, and in its original packaging (with seals intact where applicable). We cannot accept returns of opened or used dietary supplements for hygiene and safety reasons, except where there is a fault or a consumer guarantee has not been met.
• You are responsible for the cost of returning the product to us unless we have agreed otherwise (e.g. in the case of a faulty or misdescribed item). We recommend using a tracked and insured delivery method.
• Once we receive the product and confirm it meets the conditions above, we will process a refund to the original payment method within fourteen (14) days. Refunds may take additional time to appear depending on your bank or card issuer.

We reserve the right to refuse a change-of-mind return if the product has been opened, used, or damaged after delivery, or if the return request is made outside the 14-day window. We may deduct from the refund any direct costs we have reasonably incurred (e.g. original shipping if we offered free shipping and the return is a change of mind), where permitted by law.

4. Faulty, damaged, or incorrect products

If you receive a product that is faulty, damaged in transit, or not what you ordered:

• Contact us as soon as reasonably possible (and in any event within a reasonable time after discovery), providing your order number and, if possible, photos of the product and packaging.
• We may ask you to return the product for inspection or to provide evidence of the fault or error. In cases of obvious fault or our error (e.g. wrong item sent), we will typically arrange a prepaid return label or collect the product at our cost where appropriate.
• Once we have confirmed the issue, we will offer a remedy in line with the CGA (repair, replacement, or refund as appropriate). We will refund any delivery charges you paid if the fault or error is attributable to us.

5. How to return a product

Unless we instruct otherwise (e.g. for faulty items):

1. Email us at team@frozenonphar.world with your order number, name, and reason for return.
2. We will confirm whether the return is accepted and, if so, provide our return address (1A/155 Queen Street, Auckland CBD, Auckland 1010, New Zealand, unless we specify a different returns address).
3. Pack the product securely in its original packaging (or equivalent) and send it to the address we provide. We recommend a tracked service and keeping proof of postage.
4. We are not responsible for items lost or damaged in transit until they reach us. If you are returning a faulty or incorrect item and we have arranged collection, we will advise you of the process.

6. Refunds

Refunds will be made to the same payment method used for the original purchase, unless we agree otherwise. We will process the refund within fourteen (14) days of receiving the returned product (for change-of-mind returns) or within fourteen (14) days of agreeing that you are entitled to a refund (for faulty or incorrect items). The time for the refund to appear in your account depends on your bank or card issuer. If you paid by a method we cannot refund (e.g. a gift card or promotional credit), we will contact you to arrange an alternative where possible.

Partial refunds may be given where only part of an order is returned or where we are permitted to deduct costs (e.g. original shipping in a change-of-mind return, as stated above). We will explain any deduction before processing the refund.

7. Exclusions

We do not accept returns or offer refunds in the following cases, except where your statutory rights (e.g. under the CGA) require otherwise:

• Products that have been opened, used, or tampered with (other than to establish a fault), for hygiene and safety reasons.
• Returns requested after the 14-day period for change-of-mind returns, unless we have expressly agreed otherwise.
• Products that have been damaged after delivery due to your handling or storage.
• Products that have been personalised or made to your specifications (if applicable in the future).

8. International orders

If you are located outside New Zealand, return shipping costs and any customs or duties on returned goods are your responsibility unless the return is due to our error or a faulty product. Refunds will be in the currency and via the method we used for the original transaction, subject to our payment provider’s capabilities. We are not responsible for exchange rate fluctuations or fees charged by your bank.

9. Questions and disputes

If you have any questions about returns or refunds, or if you are not satisfied with our response, please contact us at team@frozenonphar.world or +64 9 941 4911. We will work with you in good faith to resolve the matter. As a New Zealand business, we are also subject to the jurisdiction of the New Zealand courts and any applicable dispute resolution schemes.

10. Changes to this policy

We may update this Return Policy from time to time. The “Last updated” date at the top will be revised when we make changes. The version in force at the time of your purchase applies to your order. We encourage you to review this page periodically.

11. Contact

Frozenonphar
1A/155 Queen Street, Auckland CBD, Auckland 1010, New Zealand
Email: team@frozenonphar.world
Phone: +64 9 941 4911