Sometimes for various reasons that are out of our control you may receive goods that are damaged or faulty.
In the event of this happening, send us a message with a photo and brief description with what the issue may be. Hold on to the goods until we can identify and rectify any issues as in most circumstances the manufacturer will require the faulty goods returned. Faults must be reported within 30 days of receiving the product.
All goods are guaranteed 100%. If you receive the incorrect product, please do not open it. We will need to get it back to exchange it. If you open the product, you will not be eligible for a refund.
If you change your mind about a purchase, simply return the goods to us via courier in original unopened condition within 10 days of delivery.
Products bought in Clearance Section are final sale and not able to be returned.
Please email all order issues and photos to: [email protected]
Returns Process
- To request a return, please either use the ‘Contact’ page on our website. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
- Include proof of purchase and a detailed description of why you are returning the product
- Once received in our warehouse, we will process the return within 4 business days to ensure a swift refund.
You must use a courier service or drop it off to our store in NZ, otherwise it will not arrive to us. We recommend that you keep a record of your shipment until replacement or credit is received
Terms and Conditions of Return
In addition to your Statutory Rights, should you change your mind we will happily exchange or refund providing the following conditions have been met:
- Infinity Supplements NZ store operates Monday-Friday, 10am to 5pm for returns. Once your product/s is received in our warehouse, we will process and distribute the goods within 4-5 working days
- Return period and order queries are strictly 10 days from the date of invoice
- Please note that if you want to exchange or return boxed goods, they must be returned to Infinity Supplements NZ in the original unmarked packaging and in the original condition. Once the product seals have been broken we cannot accept a return due to being a food product.
- Please ensure you pack products inside a Courier Track Pack or Carton. Do not attach anything to the outside of the original packaging. Should the packaging be marked or in unsatisfactory condition, we may not exchange or refund the goods. Infinity Supplements NZ is not liable if damage occurs in transit coming back to us.
- Infinity Supplements NZ promotional discount offers will be honoured when exchanging size, but in the case your size request is unavailable or a refund is requested, promotional offers will not be extended to your new order.
- Any free promotional items should be returned along with your order if all items are being returned for refund to avoid being charged for these goods.
- Clearance items – all sales are final and not able to be returned.
