Returns & Guarantees

Here at VitaHealth Customer satisfaction is very important to us. We love happy customers and are here to help and address any concerns in a friendly manner.

---- Returns

Sometimes we purchase products and then decide later that it's not what we wanted. Here at VitaHealth we give you the opportunity to return products that are in re-saleable condition. This means unopened and undamaged. You can return it within 30 days of receipt for a full refund.

Please wrap your returned product well and return them to us with your order number as a reference to the address below. Please note products that have been damaged in transit back to us will not be refunded.

VITA HEALTH LIMITED

PO Box 18771
New Brighton
Christchurch 8061
New Zealand

When we have received your returned product, a refund will be issued within 7 days. We will notify you by email to confirm your refund. Please note that refunds will be issued in the original form of payment.

---- Refunds

Please note we will only refund shipping costs if the return is a result of our error. A full refund will be given in this instance. If you are returning because the item is no longer required, or ordered in error, the shipping fee is non-refundable.

Refunds can only be made using the same payment method used when ordering. If you have paid with Internet Banking please provide us with your bank account details so the funds can be refunded back into your account.

If you have paid for product with non-cash payment options, ie. Reward Points, Gift Voucher or Store Credit, the component of these non-cash payments will be refunded to your Store Credit with us. This credit will be available for you at the check-out on your next order.

---- Cancelling Orders

We are able to cancel and refund an order for you as long as it has not been dispatched. Please contact us as soon as possible as orders are generally processed in a very efficient manner.

---- Incorrect Products Supplied

We are human and on the rare occasion, we may send you the incorrect items. We accept full responsibility and will resend you your correct items along with a free return bag so you are able to post back the incorrect goods. Please contact us to arrange this.

International customers - we are unable to resend products overseas. Please contact us so we can arrange a resolution for you.

---- 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 our friendly Customer Service Team with details of your experience with the damaged items. Please be assured that any problems will be addressed in a friendly and efficient manner. Your satisfaction is extremely important to us.

We will happily issue you with a full refund or arrange replacement where possible. Please keep any damaged items and packaging in the same condition as they are received, and email us a photo if possible. This can assist us in making a claim to the courier.

If an item is required back for inspection, a pre-paid courier bag will be sent to you for its retrieval. In order for us to organise a replacement or compensation item(s) and packaging must be retained for inspection. You may email us with photos clearly showing the damaged item(s) or take them to your local post office for inspection.

International orders

We are unable to provide a retrieval bag for items sent overseas. Please contact us with the product's photos, batch number and expiry date for compensation.

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.

---- Lost In Transit - New Zealand

We use CourierPost's tracked non-signature overnight delivery service for all parcels in New Zealand unless you choose otherwise. This service provides a track and trace on the CourierPost website (https://www.courierpost.co.nz/track/track-and-trace/). We accept full responsibility for parcels lost in transit with the courier provided we are notified within 7 days. We will resend your goods at no extra cost under the condition that the original parcel is returned to us if eventually delivered. In the case that it does not turn up a "Denial Of Receipt" will be sent to you by the CourierPost investigation team. This declaration is a legal document and must be signed and returned to CourierPost so we can make claim with the courier. We send replacement products in full faith that our customers will complete this part of the process.

Signature required service

You can opt to have your parcel sent with the signature required service, please select the "CourierPost Signature Required" option upon check out when placing your order. If you have other special delivery instructions, please specify them in the 'Delivery Instructions' field at check out.

---- Lost In Transit - International

Airmail delivery timeframes are 5 - 15 working days and Courier timeframes are 3 - 8 working days after dispatch. 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 for you. The investigation can only be launched once 3 weeks have passed since dispatch. Once an investigation is underway, NZ Post will work with your country's postal service and attempt to locate your missing parcel. If for some reason they are unable to locate your parcel they will send a letter of “declaration of non-receipt” to the same address. This is to validate the delivery address and to also confirm in writing that you have not received your parcel. Please note: Compensation for your missing parcel in the form of a resend or a refund can only be received once NZ Post receives your signed declaration of non-receipt. We will work closely with you and the postal services until the investigation is complete.

Please note: 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. After this time we will, unfortunately, be unable to assist you.

Customs Seizure

Please familiarize yourself with your country's import restrictions before ordering. We cannot be held responsible for any delays, fees, fines, or penalties incurred by your order due to a violation of the law. Items sold at VitaHealth are intended for personal use only.

Unfortunately, we cannot issue a refund of any kind for orders seized, damaged, or destroyed by Customs unless the order is returned back to our warehouse in undamaged and resalable condition. In that event, refunds issued will be for the cost of the merchandise only; shipping costs will not be reimbursed. Please note that if the cost to return a rejected package to our warehouse exceeds the value of the order, we'll instruct the courier to destroy the package and we'll be unable to issue a refund of any kind.

---- Out Of Stock Products

Occasionally, a product you order may be temporarily out of stock. In this case, we'll contact you promptly to make arrangements to either substitute or 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 unless you agree to a substitute.

We do our best to make you aware of any products which are out of stock prior to purchasing. However, in some cases it does happen that a product sells out simultaneously, meaning that the last remaining stock of a product may have sold to another customer while your order was being processed. Also, you also may have purchased multiple units of a product when only 1x was available. We reorder frequently though and you can expect an ETA for when to expect your product (it's generally within 1 week).

If you have ordered multiple items and 1 item is out of stock we will send your order and place the missing item on backorder. Please know that we don't charge any extra delivery for backorders.

To be notified when an out of stock product becomes available again please add your email to the field provided on the product page on our website and an automated email notification will be sent to you. You can view out of stock subscriptions in the "My Out of Stock Subscriptions" area of your account.

---- Errors In Address

If you make an address error on your order, please note that we cannot change the delivery address after an order has been dispatched. Please know that we work directly with our shippers to help resolve address issues where possible, but we cannot be held responsible for any delays, fees, or other delivery issues if you've made an error in the shipping information on your order. If such an error causes an order to be rejected, lost, or destroyed, we cannot issue a refund or replacement of any kind. If the error causes the order to be sent back to us, you may be responsible for return shipping fees, and we'll only be able to refund you for the cost of merchandise only.

---- Damaged, Faulty or Leaking Product

We take every care to ensure your goods reach you in perfect condition. In the unlikely event your goods do not reach you in a satisfactory condition, please contact our friendly Customer Service Team with details of your experience with the damaged, faulty or leaking items. Please be assured that any problems will be addressed in a friendly and efficient manner. Your satisfaction is extremely important to us.

If an item is required back for inspection, a pre-paid courier bag will be sent to you for its retrieval. In order for us to organise a replacement or compensation item(s) and packaging must be retained for inspection. You may email us with photos clearly showing the damaged item(s) or take them to your local post office for inspection.

International orders

We are unable to provide a retrieval bag for items sent overseas. Please contact us with the product's photos, batch number and expiry date for compensation.

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.

---- Change To Label Or Packaging Of Products

Our suppliers update their packaging from time to time 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.

---- Ingredients

With each product listed on the website in the product description area, an "ingredients" tab will be available to click on and view them. We do our best to display the ingredients of all products but unfortunately, it is not possible for us to manually type in all of the ingredients for all products. We rely on our suppliers’ to provide us with this information. Most of our products list only the active ingredients on the label.

Inactive ingredients that usually are not mentioned in the list include fillers, tableting, and encapsulating aids. Also please know that in many cases inactive ingredients aren't listed on the product label itself and therefore aren't readily available to us, if at all.

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. Please feel free to contact us directly to enquire about the inactive ingredients of any particular product(s) you're interested in and we'll gladly check the label and/or put you in touch with the manufacturer prior to your ordering.

We are not able to accept returns of opened products due to them 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.