Please read the following carefully.
By using our website and connecting with us, you agree to the following terms and conditions, as well as the storage and handling of your data by our website and our systems.
We will be operational throughout the year; however, delivery, responses, and open times will differ around the Christmas/New Year period and on public holidays. We will always endeavor to do our best for you.
Prices and products are subject to change without notice. Please always check our details online for our most current offers.
You agree to always use your common sense and be respectful of your environment and our treasures. Our aim is to present you with an amazing experience, and to do this to the highest standard, we require you to be respectful of all we present. Please handle our products gently and exercise safe handling to prevent damage. If any accidental damages occur whilst handling our products, you accept full liability for this and will arrange any payments to rectify the issue.
Customer reviews may be used in various ways to promote Your PRANA, and any use of them will always be done in a thoughtful and respectful manner.
Product Issues and Returns
If you would like to speak about a product you have received from us, please contact us at info@yourprana.com. Please note, we are not required by law to provide a refund or replacement for change-of-mind purchases. However, we may consider an exchange of the product or offer a store credit, subject to the following conditions:
1. Contact is made within 3 days of purchase.
2. You must provide your name, address, phone number, and email.
3. The product must be returned within 14 days of purchase with the original receipt.
4. We will provide you with a returns form that must be completed and returned via email.
5. The returned product must not be a sale item, custom-made product, or purchased with a gift voucher.
6. The returned product must be unused, undamaged, with original labels attached, and in its original packaging (safe and secure, in the same manner you received it from us).
7. The returned product must be shipped using tracking, and the tracking details provided to us.
8. You accept and understand you are responsible for any costs associated with returning the product, including postage and handling costs.
Once we have received the returned product, we will process it excluding any postage and handling costs. Note, if these requirements are not satisfied, we reserve the right not to offer an exchange or store credit. For faulty item returns, you can choose a repair, exchange, store credit, or a refund if a product has had a major issue. Proof of purchase—e.g., your receipt—will be required. Pick-up and delivery are not included. If the product has a manufacturer’s fault, under the Consumers Guarantees Act, you are entitled to a repair, replacement, exchange, store credit, or a refund for a major failure.
Please contact us immediately to discuss any issues with a product, as we want to resolve it for you and prevent it from occurring again.
International Orders
International orders may attract local customs taxes, import duties, clearance costs, or other overseas authority charges upon arrival in your country. All these taxes/duties are required to be paid by the purchaser and are not the responsibility of Your PRANA.
No refunds will be issued for orders where any of the above charges remain unpaid by the purchaser. Please check with your local customs office for further information on applicable duties, taxes, restrictions, and fees.
Please ensure someone will be available to receive or collect your order if you receive a card to collect/call. We cannot resend products free of charge outside of New Zealand if your order gets returned to us. Signature is required by default.
Media Use
Your PRANA takes photographs and videos on a regular basis for business purposes. For example, Your PRANA may use photographs and videos to better communicate with customers, illustrate activities/events, and aid further development and education.
Your PRANA retains all rights, titles, and interest in these materials and may use and disseminate them in a variety of ways, at its sole discretion. Respectful care is taken to ensure that any use or display of videos or photographs of customers is accomplished in a thoughtful, safe, and secure manner.
Vouchers, Events, and Appointments
All vouchers, subscriptions, event tickets, and appointments are valid from the date of purchase. Please be aware of the expiration date for the specified purchase. Gift vouchers are non-refundable and non-returnable.
All subscriptions, events, and appointments must be paid in full for the period of time agreed, or a payment plan must be arranged prior to beginning. Events and appointments must be paid in full prior to the start of the event or appointment.
If you will be late to an event or appointment, please notify us as soon as possible. The event or appointment will end as scheduled. Events and appointments will require 24 hours’ notice for a cancellation. Customers will be charged the full rate that they would have paid or forfeit their appointment credit if a cancellation occurs within this timeframe. Circumstances are always respectfully considered. No-shows to all events and appointments will have the cancellation policy applied.
Recurring Payments and Agreements
All recurring payments (e.g., laybys, subscriptions, events, and appointments) will be actioned via a direct debiting system for the convenience of all parties. Customers understand there are minimal fees associated with this that are passed on to them.
All agreements with recurring payments (e.g., subscriptions, events, and appointments) will continue to their end date even if you choose not to participate. Laybys can be altered, but the deposit already paid will be transferred to store credit to use at a later date and is non-refundable.
If a customer wishes to terminate an agreement (e.g., subscription, events, and appointments) with recurring payments within the initial term, we may consider an exit rate to cover losses. This scenario would require investigation and sufficient proof. An admin fee of $50 will be applied for this process, and by no means is an exit rate guaranteed to be presented.
All event agreements are non-refundable or transferable unless for medical reasons with proof. Medical reasons will not be valid for a refund within a month of all special events (e.g., retreats), as we cater these events to individuals months in advance. Circumstances are always respectfully considered.
Any outstanding accounts or fees accumulated by a customer will be referred to a debt collection agency, and the client will absorb all fees associated with the collection process.
If we feel that your conduct is no longer in alignment with our ethics and standards at Your PRANA, we reserve the right to terminate any agreements arranged. This may include actions considered illegal, offensive, dangerous to others or yourself, or if at any point you have more than a fortnight of payments overdue. If we terminate your agreement because of your actions, we will not be liable to you in any way.