Help, the item I received is faulty?
If you have received your order and an item is faulty, 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 a photo of 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.
Where an item is faulty and this was not disclosed at the time of purchase on the online listing, 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.