Refund policy

At Health & Balance Vitamins, we want you to feel confident in your purchase. If you need support with your order, our team is here to help.


Because our products are nutritional supplements, specific return conditions apply to protect product safety, quality, and compliance.

 

About Us

New Zealand website orders are fulfilled by our distribution partner in Auckland on our behalf.

Our products are developed and supplied in accordance with applicable regulatory requirements in each region we operate. In New Zealand, dietary supplements are regulated under the Dietary Supplements Regulations 1985, administered by Medsafe, and must also comply with relevant standards set by Food Standards Australia New Zealand (FSANZ).

Nothing in this policy excludes, restricts, or limits any rights you may have under the Consumer Guarantees Act 1993 (CGA) or the Fair Trading Act 1986 (FTA).

If a product is faulty, damaged, incorrectly described, or not of acceptable quality, you may be entitled to a repair, replacement, refund, or other remedy under applicable consumer laws.

For all return and refund enquiries, please contact our team at info@handbvitamins.com with relevant details so we can assist promptly.

Change of Mind Returns

We understand that sometimes plans change. While we are not required to accept change-of-mind returns under New Zealand Consumer Law, we may offer them where the following conditions are met:

 

  • The return request is made within 14 days of delivery
  • The parcel is unopened and in the original shipping box
  • All product safety seals remain intact
  • The items are in the same condition they were received

Some supplements are shipped directly inside the delivery carton without additional outer packaging. For this reason, the shipping box forms part of the product’s protective packaging.

 

Due to safety, hygiene, and regulatory requirements applicable to dietary supplements, we cannot accept returns where:

 

  • The shipping box has been opened
  • The product seal has been broken
  • The product or packaging has been tampered with, altered, or damaged

Once a parcel has been opened, we cannot verify handling or storage conditions. These orders are not eligible for change-of-mind returns.

 

Customers are responsible for return shipping costs.

 

How to Request a Return

If your order meets the above conditions, please contact our team with:

 

  • Your name
  • Your order number
  • Reason for return

Once approved, we will provide return instructions and the return address.

 

We recommend using a tracked shipping service, as we are unable to take responsibility for parcels lost during return transit.

 

Refunds are processed once:

 

  • The parcel has been received by our warehouse, and
  • Goods are confirmed unopened and suitable for resale

Returns are processed in warehouse batches, typically at the end of each calendar month.

 

Cancellation Fee (Orders Unfulfilled)


If you request cancellation of a one-time or subscription order after payment has been processed but before fulfillment, a 4.95% fee will be deducted from the refund amount to recover non-refundable transaction costs incurred at the time of purchase.


This applies even where the order has not yet been dispatched, as payment processing fees (including gateway, currency conversion, and related charges) are not returned to us.

 

Deductions

For approved change-of-mind returns:

 

  • Original shipping charges are non-refundable
  • A $25.00 NZD handling fee applies

Customer-caused returns include:

 

  • Incorrect address provided
  • Delivery refused
  • Parcel not collected
  • Change of mind

Faulty, Damaged, or Incorrect Items

We take care in packing every order. If something is not right, we will work with you to resolve it.

 

Where an item is confirmed to be faulty, damaged in transit, incorrect, unsafe, or otherwise fails a consumer guarantee, Health & Balance Vitamins will cover all reasonable costs associated with resolving the issue, including replacement shipping where applicable.


To help us assess the issue, we may request photographs, batch information, or other details before arranging a replacement, refund, or other appropriate remedy.

 

Visible Transit Damage

If your parcel arrives damaged (e.g. broken bottles, leaks, crushed packaging), contact us within 5 business days of delivery.

 

Product Concerns After Opening

If you notice an issue after opening, contact us within 30 days of delivery.

 

Beyond this time frame, we cannot verify storage conditions.

 

Issues With Orders Received

If something is missing or incorrect, contact us within 48 business hours of receiving your order and include:

 

  • Your full name
  • Order number
  • Clear photos of what was received

Once confirmed, we will arrange a replacement as a priority. A store credit may also be offered where appropriate.

 

Third-Party Deliveries

If tracking confirms delivery (including parcel lockers, reception desks, or shared addresses), the order is considered delivered.

 

Responsibility transfers to the recipient at that point. We are not liable for loss or theft after confirmed delivery.

 

Cancelling a One-Time Order

To request cancellation, email info@handbvitamins.com as soon as possible.

We cannot guarantee cancellation before dispatch, especially during peak periods.

 

If already dispatched, you may:

 

  • Refuse delivery
  • Return the parcel using tracked shipping at your expense

Returns must still meet policy conditions.

 

Subscription Orders

Subscriptions are manually selected at checkout.

 

You will receive confirmation and reminder emails before each renewal, allowing time to update or cancel.

 

If a subscription order has already been processed and dispatched, standard return conditions apply.

 

Subscriptions can be managed through your Customer Portal.

 

Returned Orders

If a parcel is returned due to an error on our end (e.g. warehouse or labelling issue), reshipment will be arranged at no cost.

 

Returns may also be accepted where:

 

  • Request is made within 14 days
  • Parcel remains unopened
  • Seals are intact
  • Goods are in original condition

Returns that do not meet these conditions will not be eligible for a refund.

 

Returns Not Accepted

Returns will not be accepted where:

 

  • The parcel has been opened
  • The product has been used or tampered with
  • The customer decides they do not like the flavour or ingredients
  • Medical advice is received after purchase advising against use
  • The product has been misused or improperly stored

This approach aligns with safety and quality requirements for supplements under New Zealand regulatory standards.

 

We encourage reviewing ingredients carefully and consulting a healthcare professional before purchasing.

 

Lost Returns

We are not liable for lost return parcels.

 

Refunds are only issued where:

  • The parcel is received by our warehouse, or
  • Valid tracking confirms the parcel was lodged and lost in transit

Reshipment of Returned Orders

If your order is returned and you prefer reshipment:

 

Conditions:

 

  • Parcel received and cleared by warehouse
  • Goods confirmed unopened and suitable for resale

Reshipment fees:

 

New Zealand Standard $7.95 NZD

International Standard: $30.00 NZD

 

A secure payment link will be provided once delivery details are confirmed. Orders are resent after payment is received.

 

International Customers

Customers are responsible for understanding local import regulations before purchasing.

 

We are not liable for refunds where:

 

  • A parcel is denied entry due to local regulations
  • Duties or taxes are unpaid
  • Delays occur and the order is declined

If a parcel is returned due to unpaid duties:

 

  • Original shipping is non-refundable
  • A $25.00 NZD handling fee applies

Refunds are processed once the parcel is received and approved.

 

Disclaimer

This website does not provide medical advice.


No information on this website is intended to be considered professional medical advice, diagnosis, or treatment of any medical condition. The content available, including but not limited to text, images, blogs, videos, and other material, is provided for general informational and educational purposes only.


Health & Balance Vitamins, along with its employees and agents, does not provide medical advice or claim to hold medical qualifications.


Always seek guidance from a qualified healthcare professional before purchasing or using any products. This may include your general practitioner (GP), specialist, or a registered healthcare provider relevant to your location.


This is especially important if you have an existing medical condition, are taking medication, or have specific health concerns.