What is NZ Muscle's return policy?
We hope you love your new NZ Muscle merch and supplements just as much as we do. However we have a Returns Policy in place if you are not 100% satisfied with your purchase.
HOW TO RETURN AN ITEM
If you have received your order and something is damaged/faulty/incorrect, please contact us to submit a returns application for a replacement, credit or refund. You will need to send us a clear image of the issue, the expiry and batch number for the product, your order number and the item affected within 7 working days of receiving your order.
Our customer services team will review your returns application.
Please allow 2-3 working days for a response from our Customer Services rep. Please do not throw any items away until we have resolved the matter.
Our policy lasts 7 days after the purchase has been received. If this time-frame has passed since receiving your purchase, unfortunately we cannot offer you a store credit in exchange for your items.
If your item appears to be damaged in transit, we will contact CourierPost and open an investigation. Please ensure you retain all packaging, as on occasion CourierPost will need to collect the goods for assessment.
Where an item is faulty and this was not disclosed at the time of purchase online, in the first instance we will contact the supplier/manufacturer for a replacement. Please be patient as suppliers need time to investigate.
Examples of faulty items are issues with product integrity; hardening where not disclosed at time of purchase, faulty seals, manufacturing issues, holes in garments etc
We do not offer full refunds or physical exchanges for a product unless it is deemed faulty upon inspection. In some scenarios, we may require the faulty item to be returned to us for further inspection.
NZ Muscle reserves the right not to offer an exchange voucher, refund or replacement where the item fault is a result of misuse or neglect.
If the item/product has been regularly used, with the fault acknowledged and present, we will consider the item fit for purpose and will not offer a credit, refund or replacement.
If you have received an incorrect item, we will organise for it to be returned and replaced free of charge. Please ensure incorrect items remain unopened and in original sellable condition otherwise we may not be able to accept the return.
Please see the process for returning incorrect items here.
CHANGE OF MIND RETURNS
If you wish to return an item because you have changed your mind about your purchase, we will offer an exchange or credit where you contact us within 7 working days of receiving your order.
NZ Muscle will offer an exchange or credit provided that:
- You produce either your receipt, order number or other adequate proof of purchase
- The item is in re-saleable condition meaning that it is in its original packaging, unworn, unopened, unused and in its original condition
- The product is not one where a change of mind return is not available.
If these requirements are not satisfied, NZ Muscle reserves the right not to offer an exchange, or credit.
Please note: All change of mind return costs fall on the customer who is returning the product.
We are not the couriers and cannot be held liable for any costs which are incurred while using their services.
ITEMS MARKED FINAL SALE
Items marked with a Final Sale red label may be defective and not in perfect condition (shortdated, hardened, other disclosed faults). The customer is buying an item in whatever condition is stated online in the product description and accepting the item with all faults stated. We have a no returns and refunds policy for Final Sale items. If there is a fault with the item, outside of what was stated online, please send a photo and description of the fault to us for review.
ALLERGIES & MEDICAL CONDITIONS
All products are sold on the basis that the customer has sought advice from their doctor and researched the suitability of the product before purchasing. NZ Muscle accepts no liability on the use or misuse of any products sold.
If you are unsure whether a product contains allergens, please get in touch with us before purchasing so we can recommend a product based on your needs.
PROCESSING CREDITS AND REFUNDS
From when a parcel is received at our warehouse, please allow up to 7 days for your return to be finalised. Please note, we do not issue refunds on non-faulty items, only a store credit will be provided once your return items are received back at our warehouse.
Our goods come with guarantees that cannot be excluded under the Consumer Guarantees Act 1993. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
When returning a product, you will be asked for information that is relevant to your return, or to satisfy legislative requirements. If you do not provide this information, then we may be unable to process your return.
When returning a product, with adequate proof of purchase, you will be asked for your signature as authorisation of the return transaction. If you do not have adequate proof of purchase, you will be asked to provide photo identification containing your full name, signature and expiration date, so that your name and signature can be verified.
This information may be accessed by authorised members for fraud investigations and fraud protection activities. Information collected will be securely stored for a reasonable period of time and may be used for the purposes of research and analysis and may be disclosed to Government departments upon request, as required by law.
NZ Muscle reserves the right to assess the condition and age of returned goods prior to providing a repair, exchange or refund. This may result in a repair, exchange or refund being refused.
If you wish to access your personal information, please contact NZ Muscle.
PROOF OF PURCHASE
Returns, refunds, exchanges or replacement requests must be accompanied by any one of the following proof of purchase documents:
- The NZ Muscle register receipt, however you may provide a clear photo of the register receipt
- Online order confirmation
- Online proof of purchase can also include Aferpay and Laybuy statements;
- financial statement such as a credit card statement or a bank statement (however, when the proof of purchase does not clearly itemise the goods, more than one type of proof of purchase may be required).
- Refunds will only be issued using your original payment method;
- Gift cards are not redeemable for cash.