Refund policy

Our Commitment

At BioHackNZ, operated by BioHackNZ Limited (NZBN: 9429053594204, Company No: 9421430), we want you to be completely satisfied with your purchase. This policy outlines your rights and our processes for returns, refunds, and exchanges. Your rights under the New Zealand Consumer Guarantees Act 1993 (CGA) are not affected by this policy — nothing in this policy limits or overrides your statutory rights.

1. Your Rights Under New Zealand Law

Under the Consumer Guarantees Act 1993, products must:

  • Be of acceptable quality
  • Be fit for their intended purpose
  • Match their description
  • Be safe

If a product fails to meet these guarantees, you are entitled to a remedy regardless of this policy. This may include a repair, replacement, or refund depending on the nature and severity of the issue.

2. Change of Mind Returns

We offer a 30-day change of mind return window from the date you receive your order, subject to the following conditions:

  • Timeframe: Within 30 days of delivery
  • Product condition: Unopened, unused, in original sealed packaging
  • Proof of purchase: Order confirmation email or receipt required
  • Return shipping: Customer is responsible for return shipping costs

Important — Supplements & Health Products:
For hygiene and safety reasons, we cannot accept returns on products that have been opened, unsealed, or partially consumed unless the product is faulty or does not match its description. This is standard practice across the supplements industry to protect all customers.

3. Faulty or Incorrect Products

If you receive a product that is:

  • Damaged during shipping
  • Faulty or defective
  • Incorrect (not what you ordered)
  • Not as described on our website
  • Expired or past its use-by date on arrival

We will, at our discretion:

  1. Replace the product at no cost to you, OR
  2. Provide a full refund including any shipping costs you paid

You do not need to pay return shipping for faulty or incorrect products. We will arrange a return shipping label or alternative collection method.

4. How to Request a Return or Refund

Step 1: Email us at hello@biohacknz.com within the applicable timeframe with:

  • Your order number
  • The product(s) you wish to return
  • The reason for the return
  • Photos of any damage or faults (if applicable)

Step 2: We will respond within 2 business days with return instructions.

Step 3: Ship the product back to us using the method specified. We recommend using tracked shipping and retaining your proof of postage.

Step 4: Once we receive and inspect the returned product, we will process your refund or replacement within 5 business days.

5. Refund Processing

  • Refund method: Refunds are issued to the original payment method
  • Processing time: Within 5 business days of receiving the return
  • Bank processing: Your bank may take an additional 3–10 business days to reflect the refund
  • Partial refunds: May apply if the product shows signs of use or is not in original condition (change of mind returns only)
  • Shipping costs: Original shipping costs are non-refundable for change of mind returns. Shipping costs ARE refunded for faulty/incorrect products

6. Exchanges

We are happy to exchange products for a different item, subject to availability. The same conditions as change of mind returns apply. If the replacement product is a different price:

  • Higher price: You pay the difference
  • Lower price: We refund the difference

7. Products Purchased via Third-Party Links

Some products on our website may be available through links to third-party retailers or brands. For these purchases:

  • The third-party retailer's return and refund policy applies, not ours
  • We are not responsible for the return or refund process for products purchased from third-party websites
  • We recommend reviewing the retailer's policy before purchasing
  • If you need help, we're happy to assist you in contacting the relevant retailer

We clearly label which products are sold directly by BioHackNZ and which are available through partner retailers.

8. Subscription Orders

If you have an active subscription:

  • You may cancel your subscription at any time before the next billing date
  • Products already shipped under a subscription are subject to this standard return policy
  • No cancellation fees apply

9. Non-Returnable Items

The following items cannot be returned (except where faulty or not as described):

  • Products that have been opened, unsealed, or partially consumed (for hygiene and safety)
  • Gift cards or store credit
  • Free samples or promotional items
  • Products purchased more than 30 days ago (change of mind only — CGA rights are not time-limited)

10. International Orders

  • Return shipping costs are the responsibility of the customer (except for faulty products)
  • Refunds will be issued in NZD; your bank may apply conversion fees
  • Customs duties or import taxes paid are non-refundable by BioHackNZ (contact your local customs authority)

11. Contact Us

If you have any questions about returns, refunds, or your consumer rights:

  • Email: hello@biohacknz.com
  • Response time: Within 2 business days
  • Subject line: "Return Request — [Your Order Number]"

12. Disputes

If you are not satisfied with our resolution, you may:

  1. Contact us again to escalate the matter
  2. Lodge a complaint with the NZ Commerce Commission (comcom.govt.nz)
  3. Seek resolution through the Disputes Tribunal for claims up to $30,000

We are committed to resolving all disputes fairly and in accordance with New Zealand consumer law.

This policy is governed by the laws of New Zealand. Your rights under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986 are not limited by this policy.

Last updated: 14 April 2026