Refunds & Returns Policy (New Zealand and Australia)

All product or delivery complaints, replacement or return requests and other claims should be emailed to customerservice@vitaco.com.au

For general enquiries call:

(AU) 1300 360 077

(NZ) 0800 268 872

We do not have to give a refund or replacement if you change your mind about a purchase — so please choose carefully.

Consumer Guarantees Act (NZ)

If the product you have bought is faulty, we will provide a remedy as required by the Consumer Guarantees Act 1993 (NZ)

Australian Consumer Law

We strive to comply with all provisions of the Australian Consumer Law. Any unintentional deviations from said provisions are purely accidental, and we commit to rectifying them immediately upon notice.

We may request some or all of the following information to assist us with the assessment of any product or order claim:

• Order number
• Best customer contact details
• Product – Full name / size
• Product – Batch number
• Product – Expiry date
• Issue/complaint description
• Photo of stock

Failure to provide any of this information may make it more difficult for us to process your claim.

• All Product claims or other replacement or refund requests must be reported within a reasonable time following delivery. It would be helpful for us for you to include the relevant order or invoice number.
• Any Products which have a “best before date”, “expiry date”, or “use by date” by which they must be used, which are despatched by us at least 14 days prior to that date, will not be accepted back for credit or exchange for reasoning of short dating.
• All claims are subject to investigation by appropriate persons before a refund or replacement of the Products may be provided. If authorisation is given, Products returned must not have been damaged by you after delivery to you and be returned as soon as reasonably possible. Please be careful when inspecting your Products.
• We will inspect all Products returned to us. If you are entitled to a refund, then we will refund the price of your item (including the cost of delivery). Returns are usually processed within 7 working days of receipt of a cancelled order, and at the latest within 30 days of receipt. We will refund the original credit card/ PayPal account used to purchase the item.