REFUND AND RETURNS POLICY

REFILL COLLECTIVE LIMITED is committed to providing customers with a clear and convenient shopping experience. If you are not satisfied with the seasoning jar set you purchased, you may request a return or refund in accordance with the following policy.

1. 14-Day Return and Refund Request Period

For orders eligible under applicable laws, you may contact us within 14 days of receiving the goods to request a return or to withdraw from the purchase contract.

Please submit your request via email:

Please include your order number, the purchased items, and the reason for the return (if applicable) in your email.

For eligible online consumer transactions within the EU, consumers generally enjoy a statutory withdrawal period of 14 days from the date of receipt of the goods. Specific applicability and exceptions are subject to relevant legal provisions.

2. Requirements for Returned Goods

To facilitate the return process, please ensure, as far as possible, that the returned goods:

Remain in good condition and have not been used beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

Include any accessories, manuals, and other items provided with the goods (if applicable).

Are properly packaged to minimize the risk of damage during return shipping.

If the value of the goods is diminished due to use beyond what is necessary for inspection, we may assess and address such depreciation to the extent permitted by applicable law.

The above requirements do not limit the statutory right of withdrawal, product quality guarantees, or other non-waivable rights enjoyed by consumers under the law.

3. Return Request Process

Please follow these steps to request a return:

Send an email within the applicable 14-day period.

Provide your order number and details of the items to be returned.

Wait for our reply containing return instructions and the applicable return address.

Ship the goods back according to the confirmed return arrangements and retain proof of shipment where applicable.

Please do not ship goods to an unconfirmed address before receiving instructions, as this may affect the processing of your return.

4. Refund Processing

Once your entitlement to a refund has been confirmed in accordance with the law, we will process the refund in compliance with applicable laws and the requirements of the relevant payment channels.

For consumer transactions within the EU subject to the statutory right of withdrawal, refunds will generally be processed within the timeframe prescribed by law. Where permitted by law, the merchant may withhold the refund until the returned goods are received or until proof that the consumer has shipped the goods back is provided.

Refunds will generally be issued to the original payment method, unless otherwise agreed upon by both parties in accordance with the law.

The actual time it takes for funds to be credited to your account may vary depending on the processing procedures of the bank, card issuer, or payment service provider.

5. Return Shipping Costs

For statutory withdrawal or return requests made for personal reasons—where the law permits the consumer to bear the direct costs of return—we will provide the relevant information to the consumer prior to purchase or at another time required by law.

For cases involving quality issues, items not matching the description, shipping damage, or other situations where we are liable under the law, return shipping costs and handling procedures will be determined in accordance with applicable laws.

6. Damaged, Missing, or Non-Conforming Items

If the items you receive are damaged, missing accessories, incorrect, or materially different from the product description, please contact us as soon as possible at seasoning@zestysavor.com.

We recommend providing:

Order number

A brief description of the issue

Relevant photos of the item and its packaging

We will verify the situation and provide an appropriate solution in accordance with applicable laws, such as a replacement shipment, repair, exchange, refund, or other suitable resolution.

Statutory guarantees regarding product conformity are not limited by the general return conditions outlined in this policy.

7. Inapplicability or Exceptions

Under applicable laws, certain products or transactions may not be subject to the general 14-day right of withdrawal or may be subject to specific conditions.

Examples include, but are not limited to: customized products; goods that deteriorate rapidly; or specific sealed items that are unsuitable for return due to health protection or hygiene reasons and have been unsealed.

Whether any exceptions apply to our seasoning jar products will be determined based on the specific nature of the item and relevant laws; we will not automatically reject a valid request simply because the packaging has been opened.

8. Order Cancellation

If you wish to cancel your order, please contact us via email as soon as possible.

If the order has not yet been processed or shipped, we will do our best to assist with the cancellation. If the item has already been shipped, you may need to proceed according to the applicable return process. These terms do not limit the right of withdrawal or other statutory rights to which consumers are entitled by law.

9. Contact Us

To request a refund or return, or for any related inquiries, please contact us via the following methods:

Company Name: REFILL COLLECTIVE LIMITED

Email: seasoning@zestysavor.com

Phone: +64 224536654

Company Address: 49 Pukutahi Drive, Te Anau 9600

Please provide your order number when contacting us so that we can process your request more efficiently.