Refund policy

We want you to be satisfied with your purchase. Please read the following policy carefully so you are fully aware of your rights and responsibilities.

1. Change of Mind Returns & Cancellations Policy

If you wish to return or cancel an item because you have changed your mind, we may offer an exchange or refund, except for health supplements, provided that:

  • You provide your original Health NZ receipt, order confirmation, online invoice, or other adequate proof of purchase.
  • The item is returned within 14 days of purchase.
  • The item has not been used, opened, or damaged in any way.
  • The item is out of stock and the estimated time of arrival (ETA) is unknown at the time of cancellation.

Important Note: Health NZ does not accept returns or cancellations due to change of mind for the following items:

  • Health supplements, vitamins, and functional foods
  • Honey products
  • Perishable or consumable items

Exceptions may only be made if the item is out of stock and has not yet been dispatched or picked up.

If an item in your order is out of stock, our staff will contact you by email or phone to assist with alternative options.

2. Return Policy

Eligible items may be returned within 14 days of the order date. All items must be returned in their original packaging and original condition.

To request a return, please contact us at: info@healthnewzealand.co.nz

3. Click & Collect Orders

Click & Collect is available for selected items only and may not be available for all products or locations. Availability depends on current stock levels at the selected pickup location.

Please wait until you receive a “Ready for pickup” notification before visiting the pickup location. Click & Collect orders can be picked up only after the order is ready, and during the selected pickup location’s business hours.

If an item in your Click & Collect order becomes unavailable, our staff will contact you by email or phone to assist with alternative options, which may include a refund.

You may cancel and request a refund for a Click & Collect order before the order has been picked up, subject to this policy and our non-refundable item conditions.

Once a Click & Collect order has been picked up, change-of-mind returns or refunds are not accepted for health supplements, vitamins, functional foods, honey products, perishable or consumable items, opened items, used items, or items that are not in their original condition.

If an item is faulty, damaged, or incorrect, please contact us within 48 hours with photo proof at info@healthnewzealand.co.nz. If the item is confirmed faulty or incorrect, we will arrange a replacement or refund in accordance with this policy.

For Click & Collect orders, exchanges may be available at the pickup location if the replacement item is in stock. If the replacement item is not available at the pickup location, a refund may be processed instead.

Refunds for Click & Collect orders cannot be processed directly at the pickup location. All refunds must be processed by Health NZ’s online or head office team and will be credited to the original payment method only.

If you paid by credit or debit card, please allow approximately 2-3 business days for the refund to appear, depending on your bank or card provider.

Click & Collect orders will be held for up to 7 days from the “Ready for pickup” notification. If the order is not collected within this timeframe, the order may be automatically cancelled and refunded to the original payment method.

When collecting your order, you may be asked to provide your order confirmation email, order number, and the name used for the order. Health NZ may request additional identification where required.

If someone else is collecting the order on your behalf, they must be able to provide the order confirmation or order number.

4. Late Returns

Items returned after 14 days of the order date are not eligible for a refund.

5. Receiving a Refund

A refund will be issued once the returned item has been received and inspected.

Refunds will not be issued for items that are damaged, opened, altered, or not in their original condition.

Refunds do not include:

  • Original shipping fees
  • Handling or packing fees, except in cases of faulty or damaged items confirmed by Health NZ

Your refund will be credited to the original form of payment. Please allow up to 10 business days for credit card refunds to be processed, depending on your bank.

6. International Orders - Import Taxes, Duties & Undeliverable Shipments

For orders shipped outside New Zealand:

  • All import taxes, VAT, customs duties, clearance fees, and similar charges are the responsibility of the customer.
  • These charges are not included in product prices or shipping fees.
  • Health NZ does not collect, estimate, or pay these charges on your behalf.

If a shipment is delayed, rejected, returned, or discarded due to unpaid import taxes and duties, incorrect shipping information, or refusal by the customer:

  • No refund will be issued.
  • If a refund is exceptionally approved, the original shipping cost, return shipping cost, import taxes and duties charged, and any customs handling, storage, or processing fees may be deducted from the refund amount.

Health NZ may request proof of payment for import taxes and duties. If the customer cannot provide documentation, Health NZ may deduct estimated charges from the refund amount.

7. Damaged or Incorrect Items

If you receive a damaged or incorrect item, please contact us with photo proof within 48 hours of delivery at: info@healthnewzealand.co.nz

Depending on the situation, we may require:

  • Photos of the damaged product
  • Photos of the package and courier label
  • Order details

If the item is confirmed faulty or incorrect, we will arrange a replacement or full refund, including shipping cost where applicable.

8. Items Not Eligible for Refund or Return

  • Used or opened items
  • Items damaged after delivery
  • Health supplements, except when out of stock and not dispatched or picked up
  • Honey products
  • Perishable or consumable items
  • International orders rejected due to unpaid import taxes or duties
  • Orders returned after 14 days

9. Return Address

All returns must be sent to:

6 Te Kea Place, Rosedale, Auckland 0632, New Zealand

Please ensure the package is securely packed and a tracking option is used.

Health NZ is not responsible for lost or undelivered return parcels.