Refund policy

Returns Policy

We offer a 7-day return policy from the date the item is received (date purchased in person or date recorded by courier as date delivered).

You may return any unopened item that is still in its original packaging within seven (7) days of receiving your order for an exchange for another product or, in special circumstances, a refund, subject to the conditions outlined below.

To be eligible for a return, your item must be in the same condition that you received it - unused, unopened, and in its original packaging. Proof of purchase, such as your receipt or invoice, is required.

If you wish to return an item more than seven (7) days after receiving it, please contact us at contact@vitalitybase.co.nz. Any return requests made after this period will be considered on a case-by-case basis and are accepted solely at our discretion.

How to Start a Return

To initiate a return, please contact us at contact@vitalitybase.co.nz.

If your return request is approved, we will provide instructions on how and where to send your package. Items returned without prior approval will not be accepted.

If you have any questions regarding returns, please contact us at contact@vitalitybase.co.nz.

Damages and Issues

Please inspect your order upon arrival and contact us immediately if your item is defective, damaged, or if you have received the wrong item. We will assess the issue and work to resolve it as quickly as possible.

If your order arrives damaged in transit, you must notify us within 48 hours of delivery and provide clear photographs of both the damaged product(s) and the original packaging, including any visible damage to the shipping carton. This information is required to support any claim with the courier.

Failure to contact us within 48 hours of delivery, or failure to provide the requested photographs, may result in your claim, exchange, or refund request being declined.

Please note that if returned item(s) are not damaged, defective, or otherwise in an unacceptable condition, the return may not be accepted for exchange or store credit. We recommend contacting us immediately upon receipt if there are any issues with your order.

Exceptions / Non-Returnable Items

Due to health and safety requirements, we cannot accept returns on:

• Refrigerated items
• Final sale items

These exclusions apply because we cannot guarantee how these products have been stored or handled once they have left our care.

We can only process returns and refunds for products purchased directly from The Vitality Base online store.

If you have any questions about whether your item is eligible for return, please contact us before submitting a return request.

Exchanges

The quickest way to receive a replacement item is to return the original item for approval and then place a new order separately once the return has been accepted.

Restocking Fee

A restocking fee of $8.00 NZD per item will be deducted from any refund issued under this policy.

However, no restocking fee will apply where a return is made in accordance with your rights under the Consumer Guarantees Act 1993 (CGA).

Return Shipping Costs

Unless otherwise required under the Consumer Guarantees Act 1993, return shipping costs are the responsibility of the customer.

If a return is required because the product does not comply with the guarantees provided under the Consumer Guarantees Act 1993, reasonable return shipping costs will be covered by us.

Refunds

Once we have received and inspected your returned item(s), we will notify you whether your refund has been approved.

If approved, your refund will be processed to your original payment method, less any applicable restocking fees. Please note that it may take additional time for your bank or credit card provider to process and post the refund to your account.

You should expect to receive your refund within approximately two (2) weeks from the date you send your return. This timeframe includes:

• 2–4 business days for your return to reach us
• 1–3 business days for us to inspect and process your return
• 5–10 business days for your bank or payment provider to process the refund

In many cases, refunds will be processed sooner than this estimated timeframe.

Your Rights Under New Zealand Consumer Law

Nothing in this Returns Policy limits or excludes your rights under the Consumer Guarantees Act 1993 or any other applicable New Zealand consumer protection laws. Where the Consumer Guarantees Act applies, you may be entitled to a repair, replacement, or refund, depending on the nature of the issue.