Returns & Exchanges
The fastest way to exchange an item is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
To start a return, you must contact us within 10 days of delivery. Please note that returns will need to be sent to the following address: 4 King Street, Timaru, 7910, New Zealand.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Please wait to receive return confirmation and instructions. Returns made without authorisation may be refused.
Refunds can only be made via the same payment method used when the order was originally placed.
Non-Refundable/Returnable Goods
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), and opened products. Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.
- All products listed as SALE or CLEARANCE items (due to short expiry dates or discontinued lines)
- Lost products due to incorrect address and postcode details supplied by the customer at time of ordering online.
- Goods damaged or used by the customer.
- Prohibited items that are detained or confiscated at your own customs. Please check your country's customs and duty laws before purchasing.
- We cannot accept returns for heat-damaged products.
Damaged Goods
Please notify us within 48 hours if your products arrive in an unsatisfactory condition. We accept responsibility for breakages in transit within New Zealand. If you experience a breakage, please hold onto the item and the packaging and notify us within 48 hours of receiving the package.
Defective or damaged goods need to be returned within 10 days including the packaging, and will be replaced at our cost as quickly as possible.
Incorrect Products Picked
Please notify us within 48 hours of receiving your parcel, if any of your items were incorrectly picked and shipped with your order at customerservice@mynaturalhealth.co.nz
We accept responsibility for this and will ship out the correct item, with prepaid postage to return the incorrect item.
Changed your Mind
If you change your mind, and no longer want the goods, please notify us promptly on receipt of your order.
We can provide a coupon or refund on all unopened undamaged goods returned in original condition within 10 days of receipt. Please note refunds can only be made via the same payment method used when the order was originally placed. Please note the courier/shipping fee is non-refundable in this instance. Returning your unwanted parcel, is at your own cost.
Please wrap your returned product well so it arrives back to us undamaged. Goods that are unable to be resold will not be exchanged or refunded.
Please be sure to include the packing slip with the goods being returned. Refunds will be issued upon receipt of the returned products.
Lost in Transit
We accept responsibility for parcels lost in transit in New Zealand ONLY provided we are notified within 7 days. We cannot accept responsibility for your parcel once delivery has been made by the Courier. We also do not accept responsibility for parcels lost outside of our country of origin, it is at the buyers risk to ship internationally.
Cancelling Your Order
If you wish to cancel your order please contact us by email as soon as possible with your order number. We can not cancel an order once it has been dispatched.
Heat sensitive products
During summer many products (such as Probiotics and food) will be exposed to heat if left outside in the sunshine. If you will not be available to receive your package, please add special delivery instructions for the courier to your order as to where you would like your product delivered or left.
Our products are shipped in fresh condition and stored in a refrigerated climate (particularly probiotics). We cannot accept returns for heat-damaged products.
International Orders
We welcome your orders from overseas, but please be aware customs and import regulations can & do vary widely between countries. Some of the products on our website are prohibited for importation into certain countries.
Please check your country's customs and duty laws before purchasing. It is your responsibility to ensure that any goods which you order are not prohibited/restricted within the country to which they will be delivered.
My Natural Health accept no liability for the refund or replacement of any goods or any costs relating to, or arising from, the importation or confiscation of any goods by your countries Customs Office or other government body. Any duty or tax payable on your order is not our responsibility and is beyond our control.
If your order is returned to us by your countries import authorities in resalable condition, we'll refund you the value of the order less any charges or fees incurred by us. We can't provide a refund until we've received the products back. We don't provide refunds on parcels that are detained or confiscated at your countries customs due to containing items which are prohibited.
We cannot accept returns for heat-damaged products. We accept no liability for any goods lost in transit outside of New Zealand.
