Refund Policy
Refund Policy for Nutricity.co.nz
At Nutricity.co.nz, we are committed to providing high-quality supplements and ensuring customer satisfaction. We understand that sometimes a product may not meet your expectations. This Refund Policy outlines the conditions under which you can return a product, request a refund, or seek an exchange. Please read this policy carefully before making a purchase.
1. General Refund Policy
We offer refunds under specific circumstances, including but not limited to:
- You received a defective or damaged product.
- You received the wrong product.
- You no longer need or want the product and it is unopened and in its original condition.
- The product did not meet expectations, subject to our review.
To ensure fair and transparent policies, we evaluate refund requests on a case-by-case basis while adhering to the guidelines outlined below.
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2. Eligibility Criteria for Refunds
To be eligible for a refund, the following conditions must be met:
- Product Condition: The product must be in unused, unopened, and original condition with all packaging, labels, and seals intact.
- Proof of Purchase: A valid receipt, order confirmation email, or invoice must be provided.
- Return Window: Refund requests must be made within 30 Days of purchase.
- Return Authorization: Customers must obtain a return authorization before sending back any items. Unauthorized returns may not be accepted.
- Non-Perishable Products Only: Due to health and safety concerns, we cannot accept returns of perishable or consumable products once opened.
If a returned item does not meet these conditions, we reserve the right to deny the refund or issue a partial refund based on the product’s condition.
3. Non-Refundable Items
For health and safety reasons, the following items are non-refundable:
- Opened or used supplements
- Perishable health products
- Gift cards and promotional vouchers
- Clearance or final sale items
- Digital products (e-books, downloadable guides, subscription-based content)
- Customized or personalized items
4. How to Request a Refund
To initiate a refund, please follow these steps:
1. Contact Customer Support: Email us at support@nutricity.co.nz with your order details, reason for refund, and any supporting evidence (e.g., photos of a damaged product).
2. Obtain Return Authorization: Our team will review your request and, if approved, provide return instructions.
3. Ship the Product: If required, return the product in its original condition. Customers are responsible for return shipping costs unless the return is due to our error.
4. Inspection & Processing: Once we receive the returned item, we will inspect it and process the refund within 2 business days
5. Refund Methods
- Original Payment Method: Refunds are issued to the same payment method used at checkout.
- Store Credit: If preferred, we can issue store credit for future purchases.
- Bank Processing Time: Refunds may take 3 Days to reflect in your account, depending on the bank or payment provider.
- Partial Refunds: If the returned item is not in its original condition or is missing parts, we may issue a partial refund based on the condition of the product.
6. Return Shipping and Handling
- Customers are responsible for return shipping fees, except in cases where the product was received damaged, defective, or incorrect.
- We highly recommend using a trackable shipping method, as we are not responsible for lost or stolen return shipments.
- If a prepaid return label is provided, the cost of return shipping may be deducted from your refund amount.
- For international returns, customs duties and import taxes are non-refundable.
7. Exchanges
We allow exchanges for defective or incorrect items under the following conditions:
- The product must be reported as damaged or incorrect within 30 Days of delivery.
- We will provide a replacement at no additional cost or issue store credit.
- If the exact item is unavailable, we will offer an equivalent product or a full refund.
- The defective product may need to be returned before a replacement is issued.
8. Subscription Cancellation & Refunds (If Applicable)
- Customers may cancel their subscription services at any time before the next billing cycle.
- Refunds for partially used subscription periods are not available.
- Subscription cancellations must be made at least 5 Days before the next billing date.
9. Order Cancellations
- Orders can be canceled within 24 Hours if they have not yet been processed.
- Once an order has been shipped, it cannot be canceled, and the refund policy will apply.
- If an order is canceled before shipping, a full refund will be issued to the original payment method.
10. Disputes & Chargebacks
- If a chargeback is filed with your payment provider, we reserve the right to dispute the claim with supporting evidence.
- We encourage customers to contact us first to resolve any issues before initiating a chargeback.
- Fraudulent chargebacks may lead to account suspension and legal action.
11. Changes to This Refund Policy
We reserve the right to update this Refund Policy at any time without prior notice. The latest version will always be available on our Site. Continued use of our Site and services implies acceptance of the updated policy.
12. Contact Us
If you have any questions or need assistance with a refund request, please contact us:
Email: support@nutricity.co.nz
By purchasing from our Site, you agree to this Refund Policy.