Return Policy

Last updated: 9 March 2025

This Return Policy describes the conditions under which you may return products (including Zenovita) purchased from Quiztorndhak ("we", "us", "our") via https://quiztorndhak.world, and how refunds are processed. This policy applies in addition to your statutory rights under the Australian Consumer Law and other applicable laws. Our contact details are set out below so you can reach us for returns and refund requests.

1. Contact details

Business name: Quiztorndhak

Address: Circular Quay Station, E2/E3 Alfred St, Sydney NSW 2000, Australia

Email: message@quiztorndhak.world

Phone: +61292413566

Please use the above details to notify us of your intention to return a product and to obtain return instructions (e.g. return address, reference number). We recommend keeping a record of your communication and any return shipment.

2. Your rights under the Australian Consumer Law

Under the Australian Consumer Law (ACL), you are entitled to a remedy if goods are not of acceptable quality, do not match their description, do not fit their purpose, or do not match a sample or demonstration. Depending on the nature of the failure, you may be entitled to:

• A refund;
• A replacement;
• Repair (where appropriate); or
• Compensation for any reasonably foreseeable loss or damage.

For a "major failure" (e.g. goods are significantly different from description, unsafe, or cannot easily be fixed within a reasonable time), you can reject the goods and choose a refund or replacement. For a non-major failure, we may offer to repair or replace the goods; if we do not do so within a reasonable time, you may be entitled to a refund. These rights cannot be excluded by contract. Nothing in this Return Policy limits or replaces your ACL rights.

3. Voluntary 14-day return (change of mind)

In addition to your statutory rights, we offer a voluntary return option for unopened and unused products within 14 days of delivery. This allows you to return the product without giving a reason (e.g. change of mind), subject to the conditions below. This is a goodwill policy and does not affect your ACL rights.

Conditions for voluntary returns:

• The product must be returned within 14 calendar days from the date you received it (or the date indicated on the delivery confirmation, if later).
• The product must be in its original, unopened packaging with seals intact. We cannot accept returns of opened or used dietary supplements for hygiene and safety reasons, except where required by law (e.g. faulty goods).
• You must contact us first (using the contact details in section 1) to notify us of your intention to return and to obtain our return address and any reference number. Returns sent without prior contact may experience delays in processing.
• You are responsible for the cost of return shipping unless we have agreed otherwise (e.g. in the case of faulty or incorrectly supplied goods). We recommend using a trackable delivery method and keeping proof of postage.
• The product must be in a resaleable condition. We reserve the right to refuse a return or to reduce the refund if the product or packaging is damaged, altered, or not in the condition described above.

Once we receive the returned product and verify that it meets these conditions, we will process a refund to the original payment method within 14 business days. Refunds may take additional time to appear in your account depending on your bank or payment provider. We will not refund the original delivery charge for change-of-mind returns unless we have stated otherwise.

4. Faulty, damaged, or incorrect products

If you receive a product that is faulty, damaged in transit, or not what you ordered, please contact us as soon as possible (ideally within a few days of delivery) with your order number and, if possible, photos of the product or packaging. We will work with you to arrange a replacement, repair, or refund as appropriate under the ACL and our policy. In these cases, we will typically cover the cost of return shipping and will organise a replacement or full refund including delivery charges where applicable.

5. How to initiate a return

To initiate a return:

1. Contact us by email at message@quiztorndhak.world or by phone at +61292413566, and provide your order number (or the email address and date used for the order), the product name (e.g. Zenovita), and the reason for the return.
2. We will confirm whether your return is accepted and will provide our return address and any reference or RMA number to include on the package.
3. Pack the product securely in its original packaging (or equivalent) to prevent damage in transit. Include any reference number we have given you.
4. Send the package to the address we provided, using a trackable method if possible. Keep your proof of postage until the refund is processed.
5. Once we receive and inspect the product, we will notify you of the outcome and process any refund or replacement in accordance with this policy and the ACL.

We are not responsible for products lost or damaged in transit on the way back to us. If you are returning under your statutory rights (e.g. faulty goods), we will comply with our obligations under the ACL; in other cases, we recommend insuring the return shipment if the value is significant.

6. Refund processing

Refunds are issued to the same payment method used for the original purchase, unless we agree otherwise (e.g. store credit where offered). We will process approved refunds within 14 business days of receiving the returned product and confirming that the return meets the applicable conditions. The time for the refund to appear in your account depends on your bank or payment provider and can take a further 5–10 business days. If you have not received your refund after this period, please contact us and we will investigate.

If you received a replacement instead of a refund, we will dispatch the replacement in accordance with our standard delivery terms. No additional payment is required for replacements we have agreed to provide.

7. Products not eligible for voluntary return

Apart from the requirement that products must be unopened and unused for our voluntary 14-day return, we do not accept returns of:

• Opened or used dietary supplements (for hygiene and safety), except where the product is faulty or not as described and you are exercising your ACL rights.
• Products that have been damaged by misuse, accident, or after delivery (e.g. storage in unsuitable conditions).
• Products that have been altered or repackaged by you.

Your statutory rights under the ACL still apply: for example, if a product is faulty, you may be entitled to a refund, replacement, or repair even if it has been opened.

8. International orders

This Return Policy is written for customers in Australia. If you are located outside Australia and have received goods from us, please contact us for return instructions. Refunds may be subject to currency conversion and any fees imposed by payment providers. Customs or import duties paid on delivery are generally non-refundable by us.

9. Data protection

We process your personal data (e.g. name, address, order details) in connection with returns and refunds in accordance with our Privacy Policy. We use this data only to process the return, issue refunds, and comply with legal obligations.

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 changes are made. The version in force at the time of your purchase applies to your return. We encourage you to review this page periodically. Material changes may be communicated on the website or by email where appropriate.

11. Questions

If you have any questions about returns or refunds, please contact us at message@quiztorndhak.world or +61292413566. We will respond within a reasonable time and in any event in line with our obligations under the Australian Consumer Law.