Guarantee and product returns
Your satisfaction is extremely important to us. Any problems will be addressed in a friendly and efficient manner, with your total satisfaction as our over-riding concern.
Return of unwanted products
If you have changed your mind about a product and it is in re-saleable condition (unopened, with undamaged packaging) you can return it within 30 days of receipt for a full refund.
Please contact us to arrange your return.
Once your return has been received, a refund will be issued within 10 days and an email confirmation will be sent. Refunds will be issued in the original form of payment.
Unwanted Heat Sensitive products
All orders are sent unrefrigerated. Please ensure that any products which you order are stable at room temperature. We take no responsibility for the ordering of any products which are not stable at room temperature and cannot accept the return of these items from Australian or international orders. For further information please view our Heat Sensitive products policy.
We endeavour to reflect the full ingredient list on each product on our online shop. Please note though that in many instances only the active ingredients of a supplement are listed on our website and not the inactive ingredients (e.g. fillers, tabletting/encapsulating aids). If you're concerned about or have a sensitivity to any of the inactive ingredients commonly used in the manufacture of dietary supplements (e.g. silica, cornstarch, magnesium stearate), then we ask that you please check the label of your products carefully before opening them.
We aren't able to accept returns of opened products due to their containing inactive ingredients you weren't aware of. Please feel free to contact us directly to enquire about the inactive ingredients of any particular product(s) you're interested in. We'll gladly check the label for you and/or put you in touch with the manufacturer prior to your ordering.
Out of stock products
In the case of you placing an order for a product that subsequently becomes unavailable or there is a delay in delivery, we will contact you via email within 24 hours to advise you of the situation.
Occasionally, a product you order may be temporarily out of stock. In this case we'll contact you promptly to make arrangements to delete the item, or hold your order until the item becomes available again. Naturally we'll refund you for any goods we can't supply.
To be notified when an out of stock product becomes available again please fill in your details on the product page on our website and an automated email notification will be sent to you. You can view your out of stock subscriptions in the “My Out of Stock Subscriptions” area of your account.
Damaged in transit
We take every care to ensure your goods reach you in perfect condition and accept full responsibility for products damaged in transit. In the unlikely event your goods do not reach you in a satisfactory condition, please contact us
We will compensate you for goods damaged in transit. In order to compensate you, both the damaged item(s) and packaging must be taken for inspection at the closest Post Office near you within 7 days. You will be issued a “Damage report” by the post office. Please notify us of the situation by email, along with photos clearly showing the damaged item(s) and its packaging and a scan of the damage report you’ve been given.
Please note: NZ Post’s terms and conditions dictate that an international investigation into a damaged parcel can only be launched within a limited time after a parcel’s dispatch. For us to be able to assist you with regards to a damaged parcel please contact us within 7 days of your parcel’s delivery date. After this time we will unfortunately be unable to assist you.
Lost in transit
Missing orders - We accept no liability for any goods lost in transit outside of New Zealand. Loss of international parcels is covered by New Zealand Post according to their terms and conditions.
Australia - We aim for delivery for all orders within 8 business days. You can track your parcel on the NZ Post and Australia Post websites and via the links in your dispatch notification, if you have not received your parcel within the target timeframe or you have concerns on the whereabouts of your parcel contact us by email or phone 1800 040 156. In some cases you maybe required to complete a Denial of Receipt which will be sent to you by NZ Post. This declaration is a legal document and must be signed and returned to NZ Post so we are able to provide you with compensation.
All International destinations - Targeted time frames for delivery can vary between 5 – 15 business days after dispatch notification. If you have not received your parcel in this time, please notify us via email and we can then launch an investigation with NZ Post. Once an investigation is launched, NZ Post will work with your country’s postal service to attempt to locate your parcel, should they be unable to locate your parcel they will send a letter of “declaration of non-receipt” to the same address. This letter serves two purposes; to validate that the address is deliverable and confirm in writing that you have not received the parcel. Please note: Compensation for your missing parcel can only be received once NZ Post receive your signed declaration of non-receipt.
We will work closely with both you and the postal services until the investigation is complete.
NZ Post’s terms and conditions dictate that an international investigation into a missing parcel can only be launched within a limited time after a parcel’s dispatch.
- For us to be able to assist you with regards to a missing parcel please contact us within 90 days of your parcel’s dispatch.
- For us to be able to assist you with regards to a damaged parcel please contact us within 7 days of your parcel’s delivery date.
After these times we will unfortunately be unable to assist you.
Parcels addressed incorrectly - Our address labels are automatically generated from your customer file, and any error in the input of your delivery address is your responsibility. We accept no liability for loss of parcels due to customer’s providing us with an incorrect delivery address.
Faulty products or incorrect products supplied
We endeavour to provide products in perfect condition and accept full responsibility for products received in faulty condition.
Australian and International customers - we are unable to send replacement products. Please contact us so we can arrange a resolution for you.
Change to label or packaging of products
Our suppliers often update the packaging on the products we stock. While we endeavour to ensure the product images on our website are representative of the stocked item you receive, we do not take responsibility for any packaging updates or changes that are not yet showing on our website.
We can cancel and refund a submitted order for you as long as it has not been dispatched. Please contact us as soon as possible to prevent the dispatch of your order. The purchase balance for the cancelled item(s) will be refunded to the same payment method used to place your order.
Customs & Import Regulations
Your delivery will be sent from our Head Office in Collingwood, New Zealand. For any orders outside of New Zealand, customs and import regulations vary widely between countries. Some of the products we sell via this website are prohibited for importation into certain countries. Unfortunately, it's not possible for us to be aware of all of the regulations specific to any given country. Where we are aware of any particular import restrictions, we endeavour to make note of this on the product detail page.
Due to customs regulations, we are unable to ship milk products anywhere outside of New Zealand. We are also restricted from sending any bee products to Western Australia.
It's entirely your responsibility to ensure that any goods which you order are not prohibited/restricted within your delivery country. HealthPost Ltd accepts no liability for the refund/replacement of any goods or any costs relating to, or arising from, the importation or confiscation of any goods by your countries Customs Office or other government body. Likewise any import duty or tax payable on your order is not our responsibility and is beyond our control. If an order is returned to us by your countries import authorities in resalable condition, we'll refund you the value of the order less any postage costs incurred to us. We can't provide a refund until we've received the products back. We don't provide refunds on parcels that are detained or confiscated at your countries customs due to containing items which are prohibited. All overseas parcels must include a consignment note representing the full and correct value of the contents in the parcel. Parcel sent with courier mail must also contain a true copy of the order invoice. We accept no liability for any goods lost in transit outside of New Zealand. We've been sending goods all over the world for many years and have had very few problems.