Refund policy

Last updated: 20/06/2026

At NZ Supps, we want you to be completely happy with your purchase. This policy explains your rights and options for returns, exchanges, and refunds — as well as our obligations to you under New Zealand's Consumer Guarantees Act 1993 (CGA) and Fair Trading Act 1986.

1. Your rights under New Zealand law

Under the Consumer Guarantees Act 1993, all products we sell must be:

  • Of acceptable quality — safe, durable, and free from defects;
  • Fit for any particular purpose you told us about before purchasing;
  • As described — matching the product description, images, and specifications on our website.

These rights exist regardless of any separate store policy. We cannot limit or exclude your rights under the CGA. If a product fails to meet one of these guarantees, you are entitled to a remedy at no charge and within a reasonable timeframe.

2. Faulty or defective products

If your product is faulty, damaged on arrival, or does not match its description, you are entitled to a remedy under the CGA. The appropriate remedy depends on the nature of the problem.

Minor faults

For minor issues that can be easily fixed, we may choose to replace the product or provide a refund. We will always act promptly.

Major faults

A fault is considered major if a reasonable person would not have purchased the product had they known about it. In this case you can choose a full refund, a replacement product of the same type and similar value, or compensation for the reduction in the product's value.

To make a claim, contact us within a reasonable time of discovering the fault at admin@nzsupps.co.nz with your order number and a description or photo of the issue. We will cover all return shipping costs for faulty or incorrectly supplied items.

3. Change-of-mind returns

We are not legally required to accept change-of-mind returns, but as a goodwill gesture we will accept them on eligible products within 30 days of delivery, provided the item is:

  • Unopened, unused, and in its original condition;
  • In its original, undamaged packaging with all tamper-evident seals intact.

For change-of-mind returns the buyer covers the return shipping cost. Refunds are processed once the item is received and inspected.

4. Items not eligible for change-of-mind return

Because we sell consumable health products, the following are not eligible for change-of-mind returns, unless they are faulty:

  • Supplements, food, or drink products that have been opened or where the tamper-evident seal has been broken (for health and hygiene reasons);
  • Products that have been used or are no longer in re-saleable condition;
  • Items purchased on final sale or clearly marked as non-returnable at the time of purchase.

These exclusions do not affect your rights under the Consumer Guarantees Act 1993 — if any of these products are faulty, your CGA rights still apply in full.

5. Refund process

Approved refunds are issued to your original payment method. Please allow:

  • Up to 5 business days for us to process your refund once the return is received and inspected;
  • An additional 2–5 business days for your bank or payment provider to process the credit.

Refunds under the CGA are always issued to your original payment method; we will not substitute a refund with store credit without your agreement.

6. How to initiate a return or exchange

Contact us before sending any item back:

  • Email: admin@nzsupps.co.nz
  • Subject line: "Return / Exchange – Order #[your order number]"
  • Include: your name, order number, reason for return, and photos if the item is damaged or faulty.

Once your return is approved, we will provide a return address and instructions. Please do not send items back without prior approval, as we may not be able to process unapproved returns.

7. Contact us

NZ Supps

Email: admin@nzsupps.co.nz [CONFIRM store contact email]

Website: nzsupps.co.nz

Business hours: Monday to Friday, 9:00 am – 5:00 pm NZST. We aim to respond within one business day.