Refund policy

RETURN AND REFUND POLICY

10-Day Return Policy

We offer a 10-day return period for eligible products. You must contact us within 10 calendar days after receiving your order to request a return.

To qualify for a voluntary return:

• The product must be unopened, unused and in its original packaging.
• Any safety seal or tamper-evident seal must remain intact.
• The product must be in resalable condition.
• You must provide your order number or proof of purchase.

Opened supplements, food products, honey, skincare products and other health or personal-care products cannot be returned for change-of-mind reasons due to health, hygiene and product-safety considerations.

To request a return, contact:

Email: info@nzgreenhealth.com

Approved returns must be sent to:

New Zealand Green Health Limited
15 Manawanui Way
Orewa, Auckland 0931
New Zealand

Please do not return a product without contacting us first. Returns sent without prior approval may not be accepted.

Change-of-Mind Return Costs

For voluntary or change-of-mind returns, the customer is responsible for all return shipping costs. We do not provide prepaid return labels.

Original shipping and express delivery charges are non-refundable, except where reimbursement is required by applicable law.

We recommend using a tracked shipping service. We are not responsible for returned parcels that are lost or damaged before reaching us.

Damaged, Defective or Incorrect Products

Please inspect your order when it arrives. If an item is damaged, defective or incorrect, contact us as soon as reasonably possible at info@nzgreenhealth.com.

Please include:

• Your order number
• A description of the problem
• Photographs of the product
• Photographs of the outer packaging and shipping label

If we confirm that the product is defective, damaged in transit or supplied incorrectly, we will provide an appropriate remedy, which may include replacement, refund or reimbursement of reasonable return shipping costs.

Nothing in this policy limits or excludes any rights available under the New Zealand Consumer Guarantees Act 1993 or other applicable consumer-protection laws.

Non-Returnable Items

The following products are not eligible for voluntary or change-of-mind returns:

• Opened or used supplements
• Products with broken or removed safety seals
• Food, honey or other ingestible products that have been opened
• Opened skincare, cosmetic or personal-care products
• Custom, private-label, special-order or personalised products
• Gift cards
• Clearance or sale items, unless required by applicable law
• Products damaged through misuse, improper handling or incorrect storage

Please contact us before purchasing if you have questions about whether a product can be returned.

Exchanges

We do not offer automatic exchanges. The fastest way to obtain a different product is to request an eligible return and place a new order after the return has been approved.

Order Cancellations

Contact us immediately if you need to cancel an order. We will try to cancel it before dispatch, but cancellation cannot be guaranteed once processing or shipping has started.

If an order has already been dispatched, the applicable return conditions and shipping charges will apply.

European Union 14-Day Right of Withdrawal

If an order is shipped to a consumer in the European Union, the consumer generally has the right to withdraw from the purchase within 14 days of receiving the goods, without giving a reason.

The customer must notify us of the decision to withdraw within the 14-day period and return the goods within 14 days after providing that notice.

The customer is responsible for the direct cost of returning the goods unless applicable law requires otherwise or we agree to cover the cost.

Where permitted by applicable EU law, the right of withdrawal does not apply to sealed goods that are not suitable for return for health-protection or hygiene reasons after the seal has been broken.

For an eligible EU withdrawal, we will refund the purchase price and the cost of the least expensive standard delivery option offered for the order. Additional costs for express or premium delivery are not refundable. We may withhold the refund until we receive the returned goods or receive evidence that the goods have been sent back, whichever occurs first.

Refunds

After receiving and inspecting an eligible return, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method. For non-EU returns, we normally process approved refunds within 10 business days. EU refunds will be handled within the time required by applicable law.

Your bank or payment provider may require additional time to post the refund to your account.

If more than 15 business days have passed since we confirmed approval of your refund, please contact info@nzgreenhealth.com.