Refund policy

At Cortaflex NZ, we want you to be confident when ordering from us.

If there is a problem with a product you have purchased, please contact us and we will work with you to resolve it fairly and promptly.

Change of Mind

We are not required to provide a refund or exchange if you simply change your mind, order the wrong product, or decide you no longer want the item.

However, if you contact us promptly and the product is unopened, unused and in its original condition, we may agree to a return or exchange at our discretion.

Any return shipping costs for an approved change-of-mind return are the responsibility of the customer.

Faulty, Damaged or Incorrect Products

If your order arrives damaged, faulty, incorrect, or does not match the description provided, please contact us as soon as possible.

Please include:

  • your order number

  • a description of the issue

  • photographs where relevant

We may ask you to return the product so that we can assess the issue.

Where a product does not meet the guarantees provided under the New Zealand Consumer Guarantees Act 1993, you may be entitled to a repair, replacement, refund or other remedy depending on the circumstances.

Consumer Guarantees Act

Nothing in this policy limits or excludes your rights under the Consumer Guarantees Act 1993, the Fair Trading Act 1986, or any other applicable New Zealand consumer law.

Products supplied to consumers must, among other things, be of acceptable quality, match their description, be fit for their intended purpose where applicable, and be delivered within a reasonable time and in good condition.

Opened Supplements

For health, hygiene and product-safety reasons, we generally cannot accept change-of-mind returns of supplements that have been opened or had their safety seal broken.

This does not affect your rights where a product is faulty, damaged, incorrectly supplied or otherwise fails to meet the requirements of New Zealand consumer law.

Incorrect Product Ordered

Please check product descriptions, sizes and directions carefully before placing your order.

If you have ordered the wrong product, contact us before opening it. We may be able to arrange an exchange where the product remains unopened and in saleable condition.

Shipping costs associated with an exchange resulting from an ordering error may be payable by the customer.

Refunds

Where a refund is approved, it will normally be processed back to the original payment method.

Please allow reasonable processing time for the refund to appear in your account. Processing times can vary depending on your bank or payment provider.

Original shipping charges are generally non-refundable for change-of-mind returns, unless we agree otherwise.

Where a refund or other remedy is required under the Consumer Guarantees Act, your statutory rights will apply.

Return Shipping

Please contact us before returning any product.

We will provide return instructions where required.

If a product is being returned because it is faulty, damaged or incorrectly supplied, we will arrange or reimburse reasonable return costs where required by law.

For approved change-of-mind returns, return shipping is normally the responsibility of the customer.

Products Damaged in Transit

If your order arrives damaged, please contact us promptly with photographs of:

  • the outer packaging

  • the damaged product

  • the shipping label where possible

Please do not dispose of the product or packaging until we have responded, as the courier may require this information when investigating the delivery.

Contact Us

If you have a question about a return, refund or product issue, please contact us via the Contact Us page

Please include your order number wherever possible so we can assist you quickly.