Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at marketing@thezonepharma.com. Please note that returns will need to be sent to the following address: Unit 4, 10 Canaveral Drive, Albany, Auckland 0632, 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.
You can always contact us for any return question at marketing@thezonepharma.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. 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.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at marketing@thezonepharma.com.
Shipping/Refend Questions
Q: Where do you currently ship?
We ship to New Zealand, Australia and South Korea. Unfortunately, we are currently unable to ship to P.O. boxes.
Q: Where do you ship from?
All orders are shipped from our facilities in Auckland, New Zealand.
Q: Do you offer free shipping?
In New Zealand, we offer free shipping for all orders exceeding NZD 100. For orders under NZD 100, a nominal shipping fee of NZD 10 is applied. For our customers in Australia and South Korea, a flat shipping rate of NZD 20 is charged for each order, regardless of the total purchase amount.
Q: Where is my package?
Once your order is placed, you'll receive an email with your tracking information. If you do not receive the email within a day, please check your "spam" folder. Your order will be shipped within 1-3 business days. If your package is missing, please contact marketing@thezonepharma.com
Order Management
Q: Do I have to pay to return my items?
Unfortunately, shipping costs are non-refundable. You are responsible for paying the shipping costs to return the items.
Q: Can I change my delivery address after placing my order?
If you made any errors while entering your order, please contact us directly at marketing@thezonepharma.com. We will do our best to correct the delivery of your order.
Q: What if I received an order with missing or damaged items?
Immediately report any delivery issues by contacting us at marketing@thezonepharma.com. Please provide a photo of the damaged items and/or package. Damaged packages must be returned for further evaluation.
Q: How do I start a return?
To initiate a return, please contact us at marketing@thezonepharma.com. We want you to be satisfied with your purchase and will guide you through the return process.