Refund Policy
Refund Policy
Last updated: April 2026
At BioHackNZ we want you to feel confident in every purchase. This policy explains your rights, our process, and how we handle faulty or incorrect items. It sits alongside — and never limits — your rights under the New Zealand Consumer Guarantees Act 1993 and Fair Trading Act 1986.
1. Your Rights Under New Zealand Law
Under the Consumer Guarantees Act 1993, goods sold in New Zealand must be:
- Of acceptable quality
- Fit for their described purpose
- Match their description and any samples shown
- Delivered within a reasonable time
If a product fails to meet these guarantees, you are entitled to a remedy — repair, replacement, or refund — depending on the nature of the fault. These rights cannot be contracted out of and apply regardless of any other terms in this policy.
2. Change of Mind
Due to the health, hygiene and safety nature of supplements, we do not accept returns for change of mind. Please consider your purchase carefully before completing your order — our product pages include evidence summaries, dosage guidance from published research, and the BioHackNZ evidence rating to help you decide.
This does not affect your rights under the Consumer Guarantees Act for items that are faulty, damaged, or not as described.
3. Faulty, Damaged, Incorrect, or Expired Items
If your product arrives damaged, defective, past its printed best-before date, or is not what you ordered:
- Email us at hello@biohacknz.com within 7 days of delivery
- Include your order number, a description of the issue, and clear photos
- We will respond within 24–48 hours with next steps
- Where the fault is confirmed, we will cover return shipping (where applicable) and offer a replacement or full refund — as required under the Consumer Guarantees Act
4. Products Fulfilled by Third-Party Suppliers or Affiliate Partners
BioHackNZ curates products from selected suppliers. Some items are shipped directly from our supplier partners ("dropshipped"). For clearly labelled affiliate products, the purchase is made on the partner retailer's website and is governed by their refund policy.
- Dropshipped items fulfilled through BioHackNZ: our refund policy applies. Contact us first — we will liaise with the supplier on your behalf.
- Affiliate links leaving BioHackNZ: the partner retailer's refund policy applies. We are happy to help you navigate their process where possible.
Your Consumer Guarantees Act rights continue to apply to all purchases made through BioHackNZ, regardless of the fulfilment method.
5. How to Request a Refund
- Email hello@biohacknz.com with the subject line "Refund request — [Your Order Number]"
- Tell us: order number, product name, reason, and photos (if the item is faulty or damaged)
- We will reply within 24–48 hours with a resolution
- If a return is required, we will provide a return authorisation and instructions. Do not ship anything back before receiving authorisation — unauthorised returns may be refused.
Please use a tracked service for any approved return; we cannot be responsible for returns lost in transit.
6. Refund Processing Times
- Approval: within 3 business days of receiving your returned item or confirming the fault
- Refund issued: to your original payment method
- Bank processing: typically 3–10 business days depending on your bank or card provider
- Store credit (if elected): issued instantly upon approval
7. Cancellations
Orders can be cancelled for a full refund if they have not yet been processed for shipping. Once an order is with our fulfilment or supplier partner, the standard faulty-goods process (Section 3) applies.
8. Questions & Disputes
Email: hello@biohacknz.com
Response time: 24–48 hours
Consumer support (NZ): Consumer Protection — consumerprotection.govt.nz
This policy is provided for information and does not constitute legal advice. Nothing in this policy limits your rights under New Zealand consumer law.
This is not medical advice. For health questions, please consult your healthcare provider or call Healthline on 0800 611 116.