Your satisfaction is really important to our team. Any issues will be addressed in a friendly and efficient manner, with your total satisfaction our aim.
Return of unwanted products
If you have had a change of heart about the purchase of a product and it is in re-saleable condition (that is unopened, with undamaged packaging) you can return it within 30 days of receipt for a full refund.
When returning your order ensure it is well packaged (products that have been damaged in transit back to us will not be refunded). Please enclose your order number as a reference and a bank account number for your refund.
Please do not return your item to the Manufacturer.
Return to our address.
℅ Astute New Zealand
72 Cames Rd --
Rd 5 Wellsford 0975
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Once your return has been received, a refund will be issued within 10 days and an email confirmation will be sent. Refunds will be issued to the account number supplied.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Sale items (if applicable)
Only regular priced items may be refunded; unfortunately sale items cannot be refunded.
We do our best to outline the full list ingredients of each product in our online shop. However in many instances only the active ingredients of a supplement are listed on our website and not the inactive ingredients (e.g. fillers etc ). 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.
We aren't able to accept returns of opened products, once the seal is broken - due to the risk of contamination.
Heat Sensitive products
We use a normal courier delivery service. The heat sensitive products we stock will retain their integrity under normal domestic delivery circumstances.
When ordering a product that may be heat sensitive please ensure you provide sufficient delivery instructions of where the product may be left (for example somewhere cool). It is your responsibility to provide us with delivery instructions for the courier. This can be done by populating the 'Delivery Instructions' field at checkout . This information will be entered into the dispatch documents.
We will not accept returns for products that have, for example, been left in a hot letterbox all day, or similar situations beyond our control.
Out of stock products
If you have ordered a product that subsequently becomes unavailable or there is some delay with delivery, your will be contacted via email within 24 hrs with an update and any further information that we have to hand.
If any product in your order goes out of stock we will contact you immediately and advise when that product will be available, or offer a refund if that is your preference.
Damaged in transit
We do all that we can to ensure your goods reach you in perfect condition and we accept responsibility for products damaged in transit. If the order does not reach you in a satisfactory condition, please contact us.
Our policy is to arrange a replacement where possible or issue you with a refund. It is important to retain damaged items and packaging in the same condition as they are received. Please email us a photo if possible. This can assist us in making a claim to the courier. Often the Courier company will wish to uplift the damaged goods from you, as this ends up with the claims dept.
Lost in transit
We use PBT’s tracked non-signature delivery service for all parcels nationwide, unless you choose otherwise. This service provides a track and trace on PBT tracking service site at http://www.pbt.co.nz/services/pbtrack.html
We accept full responsibility for parcels lost in transit by PBT, provided we are notified within 7 days. We will resend your goods at no extra cost, however should the original parcel be eventually delivered it is to be returned to us.
To have your parcel sent with the signature required-service, please select the ‘Signature Required’ option at checkout when placing your order. Also if you have special delivery instructions, please specify them in the 'Delivery Instructions’.
Parcels addressed incorrectly - address labels are automatically generated from your customer file, and any error in the input of your delivery address is your responsibility. We cannot accept liability for loss of parcels due to customers providing us with an incorrect delivery address.
Faulty products or incorrect products supplied
We endeavour to provide products in perfect condition and accept full responsibility for products received in faulty condition.
Domestic customers - we will provide a free return bag if a return is required due to a product being faulty or as a result of an error made by us (such as an incorrect item being delivered). Please contact us to arrange this ( link to contact us page)
Change to label or packaging of products
Suppliers frequently update the packaging on the products we stock. While we endeavour to ensure the product images on our site are current and representative of the stocked item you receive, we do not take responsibility for any packaging updates or changes that are not yet displayed on our website.
We can cancel and refund a submitted order for you pre -dispatch. Please contact if you wish to cancel. The purchase balance for the cancelled item(s) will be refunded to the same payment method used to place your order. Please provide us with your bank account details so the funds can be refunded back into your account.