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Refund Policy

Last Updated: May 26th, 2026

This Refund & Returns Policy explains how refunds, returns, and exchanges are handled for purchases made through NZ PRO Nutrition, operated by Zealand Exports Limited, located at:

Zealand Exports Limited
13 Parchester Road, Papakura, 2110
New Zealand
 

For support regarding returns or refunds, contact:
Email: hello@nzpronutrition.co.nz
 

 

1. Change of Mind Returns

Due to the consumable nature of nutritional supplements, protein powders, and related wellness products, we do not accept returns or provide refunds for opened, used, or partially consumed products due to change of mind, taste preference, or personal expectation.

Unopened products may be eligible for return within 14 days of delivery, subject to approval and the conditions below:

  • Product must remain sealed, unopened, and unused

  • Product packaging must be in original condition

  • Proof of purchase must be provided

  • Customer is responsible for return shipping costs unless otherwise required by law

Approved refunds will exclude original shipping charges.
 

 

2. Damaged, Incorrect, or Defective Products

If you receive:

  • Damaged items

  • Incorrect products

  • Missing products

  • Manufacturing defects

  • Packaging defects impacting product integrity
     

Please contact us within 48 hours of delivery and provide:

  • Order number

  • Description of issue

  • Photographs/videos of product and packaging
     

Upon verification, we may offer:

  • Replacement product

  • Store credit

  • Partial or full refund

at our discretion and in accordance with applicable consumer laws.

​

 

3. Product Quality Concerns

If you believe a product is defective or compromised, please stop using the product immediately and contact support.

We may request:

  • Batch number

  • Expiry date

  • Product images

  • Remaining contents for investigation

Refunds or replacements may be issued following assessment.
 

 

4. Non-Returnable Items

The following items cannot be returned:

  • Opened protein supplements

  • Used consumable products

  • Clearance or promotional items (unless faulty)

  • Gift cards

  • Free samples

  • Products damaged due to misuse or improper storage after delivery
     

 

5. Subscription Orders (If Applicable)

For recurring subscription purchases:

  • Orders already processed or dispatched cannot be cancelled

  • Future subscription orders may be cancelled before the next billing cycle
     

 

6. Refund Processing Time

Approved refunds are generally processed within 5–10 business days to the original payment method.

Bank processing times may vary.

​

 

7. Failed Deliveries or Incorrect Addresses

Customers are responsible for providing accurate shipping information.

Refunds may be reduced by shipping or handling costs if orders are returned due to:

  • Incorrect address supplied

  • Failed delivery attempts

  • Unclaimed packages
     

 

8. Consumer Rights

Nothing in this policy limits rights available under applicable New Zealand consumer protection laws, including rights under the:

Consumer Guarantees Act 1993 and other applicable regulations.

Consumers may be entitled to remedies where goods are faulty, unsafe, or not as described.

 

 

9. Contact Us

For refund or return requests, contact:

NZ PRO Nutrition Support
Email: hello@nzpronutrition.co.nz
 

Operated by : Zealand Exports Limited
13 Parchester Road, Papakura, 2110
New Zealand

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