Refund Policy

Overview

Last Updated: January 1, 2025

At NZ Wellness Market USA, customer satisfaction is our priority. We process refunds fairly and efficiently in accordance with this Refund Policy. Due to the nature of pharmaceutical products and health and safety regulations, our refund policy has specific conditions outlined below.

Refund requests are reviewed within 1 business day. Approved refunds are credited within 5–10 business days to your original payment method.

Situations Eligible for a Full Refund

You are entitled to a full refund in the following circumstances:

Wrong item received: We sent a different product or dosage than ordered.
Damaged in transit: Product arrived visibly damaged or broken.
Expired product: Product delivered with an expiry date already passed.
Lost in transit: Package confirmed lost by the carrier and not delivered within 14 business days.
Defective product: Product is faulty, leaking, or unsealed on arrival.
Duplicate charge: You were charged more than once for the same order.

All eligible refund requests must be submitted within 7 days of delivery. Photo evidence of damaged or incorrect items is required.

Situations Not Eligible for a Refund

The following situations are not eligible for a refund:

Change of mind after the order has been dispatched.
Products that have been opened, partially used, or tampered with.
Incorrect order placed by the customer (wrong product, dosage, or quantity).
Refund request submitted more than 7 days after delivery.
Damage caused by customer mishandling or improper storage.
Products returned without prior approval and return authorization.

For health and safety reasons, we cannot accept returns or issue refunds for opened pharmaceutical products under any circumstances, in compliance with federal and state regulations.

How to Request a Refund

1

Contact Our Support Team

Email support@nzwellness.shop with your order number, a description of the issue, and photos if the item is damaged or incorrect.

2

Receive Review Decision

Our team reviews your request within 1 business day and will email you a decision along with next steps if approved.

3

Return the Item (if required)

If a return is required, we will provide a prepaid return label. Ship the item back within 5 days of approval.

4

Refund Processed

Once the return is received and inspected (or if no return is required), your refund is processed to the original payment method.

5

Confirmation Email

You will receive an email confirmation once the refund has been issued. Bank processing may take an additional 3–5 business days.

Refund Timeline

Payment Method	Refund Time
Credit Card (Visa, MC, Amex)	5–10 business days
Debit Card	3–7 business days
Store Credit (if applicable)	1–2 business days

Refund timelines are from the date of approval, not the date of your original request. Your bank may take additional time to post the credit.

Partial Refunds

In some cases, a partial refund may be issued rather than a full refund:

Only one item in a multi-item order is damaged or incorrect.
Order is partially returned (only some items sent back).
A coupon discount makes a full refund disproportionate.

Partial refund amounts are determined on a case-by-case basis by our support team.

Chargebacks

We encourage customers to contact us directly before initiating a chargeback with their bank. Unauthorized or fraudulent chargebacks may result in:

Permanent ban from our platform.
Reporting to fraud prevention networks.
Legal action in cases of clear fraud or abuse.

We work hard to resolve all disputes fairly and promptly. Please reach out to our support team first — we will make it right.