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Returns Policy

FitVibes Nutrition Returns Policy

1. Scope & Purpose

This Returns Policy describes your rights and our obligations under New Zealand law (including the Consumer Guarantees Act) and explains how returns, refunds, and exchanges work at FitVibes Nutrition. We want to ensure you feel confident buying from us and are satisfied with every purchase.

2. Your Rights Under NZ Consumer Law

  • Products must be of acceptable quality (safe, durable, free from defects).
  • Products must match their description, any sample shown, advertising, or demonstration.
  • Products must be fit for purpose if you’ve told us what you need it for.

If any of these guarantees are not met, you are entitled to a remedy: repair, replacement, or refund.

3. Change of Mind / Buyer's Remorse

  • Request must be made within 14 days of delivery.
  • Product must be unused, in original packaging, with all seals, labels, and tags intact.
  • You bear the cost of returning the product (unless faulty or misdescribed).
  • Items must be in resalable condition.

We cannot guarantee refunds for change-of-mind returns on opened, used, or sale items (unless otherwise stated).

4. Faulty Products / Not as Described

If a product is faulty, defective, or not as described:

  • Email us at info@fitvibesnutrition.co.nz with your order number, description of the issue, and photos if possible.
  • We may ask you to return the item to our address above. We’ll cover reasonable shipping costs in this case.
  • Once assessed, we will offer a full refund, replacement, repair, or store credit—whichever you prefer and is appropriate.

We aim to resolve claims within 5–10 working days after receiving the returned item.

5. Refunds / Exchanges

  • Refunds are issued using your original payment method where possible.
  • Exchanges can be for the same product (if in stock) or for another item of equal value.
  • If the replacement costs more, you pay the difference; if less, we refund the difference.

6. How to Return an Item

  1. Email info@fitvibesnutrition.co.nz with your order number, name, reason for return, and photos if relevant.
  2. Pack the item securely in its original or equivalent packaging.
  3. Send to:
    FitVibes Nutrition
    2B/239 Queen Street,
    Auckland Central, Auckland 1010
  4. For change-of-mind returns, you cover postage; for faulty items, we reimburse or arrange collection.

7. Timeframes

  • Notify us of any faults or issues as soon as discovered.
  • Change-of-mind returns must be posted within 14 days of receiving the order.
  • Refunds or exchanges for faults processed within 5–10 business days after receipt.

8. When We Can’t Accept a Return or Refund

  • The item is used, opened, or not in original condition for a change-of-mind return.
  • The product has been misused, altered, or damaged by you.
  • The fault is due to normal wear and tear.
  • No proof of purchase (receipt or order number) is provided.
  • The issue is reported after an unreasonable length of time.

9. More Information / Contact Us

If you have questions or concerns about your order or this policy, contact us:
Phone: 021 221 1365
Email: info@fitvibesnutrition.co.nz

Last Updated: [14 September 2025]