Refund policy

Product Terms of Sale

Sentio Lab Limited – Product Terms of Sale

Hello. We are Sentio Lab Limited (called we, us or our below). These are our Product Terms of Sale (called Terms below) that apply to any product (called a Product below) you (called you or your below) buy from our website. You must accept these Terms by ticking the box when you place your order.

1. Orders & Acceptance
To place an order, you must provide your own, accurate details.
You place an order by selecting your Products and making payment at checkout. Your order is accepted once payment is confirmed.
We may limit the total number of a Product you can purchase in one transaction.
We may need to cancel your order if a Product is out of stock, your payment is unsuccessful, or there is a pricing error. If payment has been processed, we will refund you using the same payment method.

2. Pricing & GST
All prices are in NZD and include GST (under the Goods and Services Tax Act 1985).
Delivery charges are shown at checkout before you pay and may vary by location and order size.
If we have made an obvious pricing mistake, we may cancel the order and refund you. 

3. Payment Methods & Fees
You must pay for your Products, including delivery, before we ship them.
We accept Visa, Mastercard, Amex, Debit Cards, PayPal, and other payment methods
provided by Shopify Payments.
We do not charge extra card surcharges – all fees are included in the product price.
If you use Buy Now Pay Later services (e.g., Afterpay/Klarna), their own terms will also
apply.

4. Delivery
Products are shipped via third-party couriers. Delivery times are estimates only; delays may occur outside our control.
Delivery is complete once the Product is delivered to your provided address. Risk of loss passes to you upon delivery; please arrange insurance if needed.
Products are only delivered within New Zealand and to street addresses (no PO Boxes).

5. Returns & Refunds
You may return a Product if it is faulty or not what you ordered. Please email
contact@sentiolab.nz with your order number, description, and photos.

- If the fault is minor, we may repair, replace, or refund.
- If the fault is substantial, you may choose a refund or replacement.
Refunds will be processed to the original payment method.
We are not required to refund for change of mind, but may offer an exchange or store credit at our discretion. See our Returns Policy for details.

6. Promotions & Discounts
Promotions run for the stated time or until stock runs out.
Discount codes:
- one per order,
- not transferable, resellable, or redeemable for cash,
- must meet promotion requirements.

7. Product Use & Safety
Use Products only as intended and per packaging instructions.
Ingredients are listed on packaging; you are responsible for ensuring suitability.
If a recall or ban applies, follow our instructions (refunds usually provided).

8. Guarantees & Consumer Law
Our Products are guaranteed to be:
- of acceptable quality,
- fit for purpose,
- as described or demonstrated.
Your rights under the Consumer Guarantees Act 1993 (CGA), Fair Trading Act 1986, and
other NZ consumer laws apply.
The CGA does not apply to Products bought for business purposes.

9. Limitation of Liability
To the extent permitted by law, our liability is limited to the amount paid for the Product.
We are not liable for indirect or consequential losses.

10. Indemnity
You must cover any loss we suffer due to your misuse of Products or breach of these Terms.

11. Changes & Other Terms
We may update these Terms by posting them online. The new version applies to purchases made after posting.

Our Website Terms of Use and Privacy Policy also apply.
Law: New Zealand law governs these Terms, and disputes are resolved in New Zealand
courts.