Refund policy

Refund and Return Policy

Last updated: 22 July 2026

At Pure Vitality, we want customers to feel confident when purchasing from us.

This Refund and Return Policy explains our voluntary money-back guarantee, change-of-mind returns and the remedies available when a product is faulty, damaged or incorrectly supplied.

Nothing in this policy excludes, restricts or modifies any rights you may have under the New Zealand Consumer Guarantees Act 1993, the Fair Trading Act 1986 or any other rights that cannot legally be excluded.

1. Contact us before returning a product

Before returning any product, contact us at:

sales@purevitality.co.nz

Please include:

Your full name;
Your order number;
The product you wish to return;
The reason for the return; and
Photographs where the product is faulty, damaged or incorrectly supplied.

We will review your request and provide return instructions where applicable.

Do not send a product to our fulfilment facility without contacting us first. Unauthorised returns may not be accepted or correctly matched to your order.

2. Our 90-day money-back guarantee

Eligible Pure Vitality products purchased directly through purevitality.co.nz are covered by our voluntary 90-day money-back guarantee.

The 90-day period begins on the date your order is delivered.

If you have used an eligible product as directed and are not satisfied with it, contact us within the 90-day period to request a refund of the product’s purchase price.

Individual experiences with dietary supplements may vary. The money-back guarantee does not represent or promise that a product will produce a particular health or wellness outcome.

3. Money-back guarantee eligibility

To make a claim under the money-back guarantee, you must:

Have purchased the product directly through purevitality.co.nz;
Contact us within 90 days of delivery;
Provide your order number or other satisfactory proof of purchase;
Have used the product only as directed;
Provide the reason for your request;
Return the product container and any remaining product if requested; and
Follow the return instructions provided by our customer-service team.

The guarantee is limited to a reasonable trial of the product.

Unless we agree otherwise, the guarantee is limited to:

One opened unit of each eligible product per customer or household; and
No more than 300 capsules or tablets, or the equivalent of one opened retail unit for a liquid, powder, spray or topical product.

Any additional unopened units may be considered under our change-of-mind return conditions.

4. Money-back guarantee exclusions

Our voluntary money-back guarantee may not apply where:

The product was purchased from another retailer or distributor;
The request is made more than 90 days after delivery;
Proof of purchase cannot be provided;
The product has been misused, altered or used contrary to its directions;
The product has not been stored appropriately;
The request relates to repeated or excessive quantities of the same product;
We reasonably believe the guarantee is being misused;
The product was purchased for resale or commercial use;
The product was provided free of charge; or
The product is specifically identified as excluded from the guarantee before purchase.

These exclusions apply only to our voluntary money-back guarantee. They do not limit any rights you may have in relation to faulty, unsafe, damaged or incorrectly supplied products.

5. Purchases from other retailers

If you purchased a Pure Vitality product from a pharmacy, health store, online retailer, distributor or other third party, please contact that seller first.

Returns and refunds for third-party purchases are ordinarily handled by the retailer from which the product was purchased, subject to your rights under applicable consumer law.

We may request proof of purchase and information about the retailer if you contact us regarding a third-party purchase.

6. Change-of-mind returns

If you change your mind, you may request a return within 14 days of delivery.

To be eligible for a change-of-mind return, the product must be:

Unopened;
Unused;
In its original packaging;
In resalable condition; and
Returned with proof of purchase.

For health, safety and product-integrity reasons, opened supplements, sprays, drops, powders, creams and other consumable products cannot ordinarily be returned because of a change of mind.

This does not affect returns made under our 90-day money-back guarantee or your rights relating to faulty, damaged or incorrectly supplied products.

Change-of-mind returns require prior approval. You are responsible for the cost and risk of returning the product to us.

Original delivery charges are not refundable for a change-of-mind return.

7. Faulty, damaged or incorrect products

Faulty;
Damaged;
Leaking or broken;
Unsafe;
Incorrectly supplied;
Missing an item; or
Materially different from its description.

Please provide your order number, a description of the issue and photographs where reasonably possible.

Do not dispose of the product, packaging or delivery materials until we have responded, unless keeping them would create a safety risk.

We will assess the issue and provide an appropriate remedy in accordance with New Zealand consumer law. Depending on the circumstances, this may include:

Replacement of the product;
Refund of the affected product;
Refund of applicable delivery costs; or
Another remedy required by law.

Where we ask you to return a faulty, damaged or incorrectly supplied product, we will arrange or reimburse reasonable return-delivery costs.

8. Products damaged after delivery

We are not responsible for damage caused after delivery by:

Misuse;
Failure to follow product directions;
Inappropriate storage;
Accidental damage;
Normal wear and tear; or
Alteration of the product or packaging.

This does not limit our responsibility for a product that was already faulty, unsafe or damaged when supplied.

9. Adverse reactions and product suitability

Stop using a product and seek appropriate healthcare advice if you experience an adverse reaction.

Your order number;
The product name;
The batch or lot number, where available;
How the product was used;
A description of the reaction; and
Any other relevant information.

A product not being suitable for an individual does not necessarily mean the product is faulty. However, an eligible purchase may still qualify under our voluntary 90-day money-back guarantee.

If you believe the matter is urgent or medically serious, contact an appropriate healthcare or emergency service first.

10. Sale and promotional products

Products purchased during a sale or promotion remain covered by applicable consumer guarantees.

Eligible sale products may also be covered by our voluntary 90-day money-back guarantee unless an exclusion was clearly disclosed before purchase.

Any approved refund will be based on the amount actually paid for the product after discounts.

Where a product formed part of a bundle, promotion or multi-buy offer, we may recalculate the refund to reflect the items retained and the conditions of the original promotion.

Free gifts do not have a cash refund value.

11. Bundles and gift sets

If you request a change-of-mind return for a bundle or gift set, all included products must be unopened, unused and returned together in resalable condition.

Where only one product in a bundle is faulty, damaged or incorrectly supplied, the remedy may apply only to the affected product unless the problem materially affects the entire bundle.

Claims under the 90-day money-back guarantee may be limited to one opened unit or component of the bundle.

12. Gift vouchers

Gift vouchers cannot ordinarily be returned or exchanged for cash because of a change of mind.

If a refund is approved for an order paid with a gift voucher, the applicable amount may be returned to a gift voucher or store credit unless consumer law requires a different remedy.

Nothing in this section limits rights that cannot legally be excluded.

13. Return address

Once your return has been approved, we will provide instructions for returning the product to our third-party logistics provider.

Approved returns should be addressed to:

Pure Vitality Limited – Returns
259 James Fletcher Drive
Ōtāhuhu
Auckland 2024
New Zealand

This is a third-party fulfilment and returns facility. It is not a retail store or customer-service location and is not open for customer visits, purchases or order collections.

Include your name and order number inside the return parcel so it can be correctly identified.

14. Return delivery

For approved change-of-mind returns or money-back guarantee claims, you are responsible for the return-delivery cost unless we agree otherwise.

For faulty, damaged or incorrectly supplied products, we will arrange return delivery or reimburse reasonable return-delivery costs where a return is required.

We recommend using a tracked delivery service for returns. We cannot process a return that does not reach our fulfilment provider unless the loss is our responsibility or consumer law requires otherwise.

15. Refund processing

We will notify you when your returned product has been received and assessed.

If the refund is approved, we will process it to the original payment method where reasonably possible.

Please allow up to five business days for us to process an approved refund. Your bank or payment provider may require additional time before the funds appear in your account.

We are not responsible for processing delays caused by a bank or payment provider.

If a refund to the original payment method is not possible, we will contact you to arrange an appropriate alternative.

16. Delivery-charge refunds

Original delivery charges are not refundable for:

Change-of-mind returns; or
Claims made solely under our voluntary money-back guarantee.

Delivery charges may be refunded where:

The product was faulty or damaged;
We supplied the wrong product;
We failed to provide the goods as agreed; or
A refund of delivery costs is otherwise required by law.

17. Cancelled orders

We may be able to cancel an order before it enters processing at our third-party fulfilment facility. We cannot guarantee cancellation once an order has been packed or dispatched.

If the order has already been dispatched, you may need to follow the applicable return process after delivery.

18. International orders

International ordering and delivery are currently paused while we review and navigate international shipping, customs and import requirements.

At present, purchases made through purevitality.co.nz can be delivered only to valid New Zealand addresses.

If an order using an unsupported international address is accepted in error, we may cancel it and refund the amount paid to the original payment method.

19. Consumer rights

Our voluntary policies operate alongside your legal rights.

Nothing in this Refund and Return Policy excludes, restricts or modifies any guarantee, right or remedy that cannot legally be excluded, including rights under the New Zealand Consumer Guarantees Act 1993 and Fair Trading Act 1986.

Where this policy conflicts with a right that cannot legally be excluded, the applicable law will prevail.

20. Contact us

For return, refund or product concerns, contact:

Pure Vitality Limited
Email: sales@purevitality.co.nz

Please do not send products to the fulfilment facility until you have received return instructions from us.

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