Return Policy

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This Return Policy outlines the terms under which Sproutflexible accepts returns, provides refunds, and handles product exchanges for digital well-being guides and wellness kits purchased through sproutflexible.world. We are committed to fair and transparent policies that comply with the Consumer Guarantees Act 1993 and other applicable New Zealand consumer protection legislation.

1. Scope of This Policy

This policy applies to all digital products sold by Sproutflexible, including the Digital Habits Starter Guide (NZD $49), Team Screen Balance Workshop Kit (NZD $189), and Organisation Well-being Programme (NZD $549). Because our products are delivered electronically, traditional physical return procedures do not apply. Instead, this policy addresses refund eligibility, product defect claims, delivery failures, and upgrade arrangements.

2. Digital Product Nature

All Sproutflexible products are digital educational resources delivered via email download link. Upon delivery, you receive immediate access to PDF guides, presentation files, worksheets, and supplementary materials. Given the instant-access nature of digital goods, certain limitations on returns apply as permitted under New Zealand law, while your statutory consumer guarantees remain fully protected.

3. Consumer Guarantees

Under the Consumer Guarantees Act 1993, our digital well-being products must be of acceptable quality, fit for their stated purpose, match their description on sproutflexible.world, and be delivered within a reasonable time. If a product fails to meet these guarantees, you are entitled to a remedy. For a minor failure, we will repair or replace the product at no cost. For a major failure, you may choose a refund or replacement. A major failure includes situations where the product is substantially unfit for its purpose, cannot be remedied within a reasonable time, or differs significantly from its description.

4. Refund Eligibility

You may be eligible for a full refund under the following circumstances:

• The product was not delivered within three business days of payment completion and we are unable to deliver after reasonable attempts
• The product files are corrupted, incomplete, or inaccessible due to our error
• The product content materially differs from its description on our website
• You were charged incorrectly or duplicate charges were applied
• A major failure as defined under the Consumer Guarantees Act 1993 has occurred

Refund requests based on a change of mind may be considered within seven days of purchase if you have not downloaded or accessed the product files. Contact us promptly with your order details. Once product files have been downloaded, change-of-mind refunds are generally not available due to the nature of digital goods, except where required by law.

5. Non-Refundable Circumstances

Refunds will not be provided in the following situations, except where prohibited by the Consumer Guarantees Act 1993:

• You have downloaded and accessed the product files and simply decided the content does not meet personal expectations
• Your organisation chose an incorrect product tier but the delivered materials match the purchased product description
• You failed to implement the wellness practices described in our guides and did not achieve desired workplace outcomes
• Your licence has been revoked due to breach of our Terms of Use, including unauthorised redistribution of materials
• More than thirty days have passed since purchase without a prior refund request, except for claims of major failure

6. How to Request a Return or Refund

To initiate a return or refund request, contact Sproutflexible with the following information: your full name, email address used for purchase, order date, product name, and a detailed description of the issue. Include screenshots or error messages if reporting technical problems with downloaded files. Send your request to the contact details listed at the end of this policy. We will acknowledge your request within two business days and provide a resolution within ten business days.

7. Refund Processing

Approved refunds are processed to the original payment method within five to ten business days. The timing of funds appearing in your account depends on your bank or payment provider. If the original payment method is unavailable, we will work with you to arrange an alternative refund method. Partial refunds may be issued in cases where only a portion of a bundled product is defective or where a pro-rata calculation applies to organisational licences.

8. Product Exchanges and Upgrades

If you purchased the Digital Habits Starter Guide and wish to upgrade to the Team Screen Balance Workshop Kit or Organisation Well-being Programme, contact us within thirty days of your original purchase. We will credit the full amount of your previous purchase toward the upgraded product, and you pay only the difference in price. Upgrades are available once per original purchase. Downgrades from a higher-tier product to a lower-tier product are treated as refund requests subject to the eligibility criteria above.

9. Defective or Incomplete Products

If you receive a product that is missing modules, contains broken file links, or has formatting errors that prevent use, contact us immediately. We will provide corrected files at no additional cost within two business days. If we cannot remedy the defect within a reasonable timeframe, you are entitled to a full refund regardless of whether files were accessed. Product updates issued during your twelve-month complimentary update period are not considered defects; they are enhancements to existing materials.

10. Workshop Kit and Programme Specific Terms

For the Team Screen Balance Workshop Kit, if facilitator slides or participant workbooks are incompatible with your presentation software, we will provide alternative file formats where available. For the Organisation Well-being Programme, if your employee count exceeds the one-hundred-employee licence limit, contact us to purchase an extension rather than requesting a refund. Programme purchasers who have commenced multi-week implementation with employee groups may be offered partial credit toward consulting support instead of a full refund where materials have been partially deployed.

11. Dispute Resolution

If you are dissatisfied with our response to a return or refund request, you may escalate the matter by contacting us for further review by a senior team member. You also have the right to seek resolution through the Disputes Tribunal of New Zealand for claims within its jurisdictional limits, or to lodge a complaint with the Commerce Commission regarding matters related to the Consumer Guarantees Act 1993.

12. Contact Us

For return and refund enquiries, contact Sproutflexible:

28 Liverpool Street, Hamilton Central, Hamilton 3204, New Zealand

+64274896886

support@sproutflexible.world