Refund policy
Refund & Returns Policy
1. Change of Mind Returns
We want you to love your purchase. If you change your mind, you can return your items within 30 days of delivery for a full refund.
To be eligible for a change-of-mind return, goods must meet the following criteria:
- Unused condition: Items must be unopened, unused, and in their original packaging.
- Hygiene restrictions: Due to health and safety regulations, certain health, wellness, and personal care products cannot be returned for a change of mind.
- Proof of purchase: A valid receipt or order number must accompany the return.
Note: Shipping fees for change-of-mind returns are the responsibility of the customer.
2. Damaged, Faulty, or Incorrect Items
If your item arrives damaged, is faulty, or does not match the description on our website, you are fully covered under consumer law.
- Minor Faults: We will choose to repair the item, replace it, or issue a full refund.
- Major Faults: If the item has a substantial defect, you have the right to choose between a full cash refund or a replacement.
- Return Shipping: If an item is verified as faulty, we will cover or reimburse all return shipping costs.
3. How to Process a Return
- Contact our support team at support@healthverse.co.nz with your order number.
- Provide details and photos if the item is damaged or faulty.
- Package your item securely and send it to our return address (we recommend using a trackable shipping service).
4. Refund Processing Time
Once your return is received and inspected by our warehouse team, we will notify you via email regarding the approval or rejection of your refund. Approved refunds will be automatically applied back to your original payment method within 5–7 business days.