Refund policy
Returns and Refunds Policy
We want you to be happy with your Create Nutrition order. Please read the following information before requesting a return.
30-day returns
We offer a 30-day return period for eligible change-of-mind returns. This means you have 30 days from the date you receive your order to request a return.
To be eligible, the product must be:
- Unopened and unused
- In its original packaging
- In a clean, undamaged and resalable condition
- Returned with proof of purchase
For health, hygiene and product-safety reasons, we cannot accept change-of-mind returns for sachets, boxes or pouches that have been opened, used or had their seals broken.
How to request a return
Email sales@createnutrition.co.nz with:
- Your order number
- The product you would like to return
- The reason for the return
- Photos, where relevant
Please do not send a product back before contacting us. Returns sent without prior approval may not be accepted.
Once your return has been approved, we will provide return instructions.
Approved returns must be sent to:
Create Nutrition
161A Wordsworth Street
Sydenham
Christchurch 8023
New Zealand
Change-of-mind return costs
Customers are responsible for the cost of returning an eligible change-of-mind item.
Original delivery charges are non-refundable unless the return is due to an error by Create Nutrition, a damaged product or a product that does not meet the requirements of the Consumer Guarantees Act 1993.
We recommend using a tracked delivery service, as we cannot process a return until it has been received.
Damaged, faulty or incorrect products
Please inspect your order when it arrives.
Contact us as soon as possible if:
- Your order is damaged
- A product appears faulty or unsafe
- You receive the wrong product
- An item is missing from your order
Email sales@createnutrition.co.nz with your order number, a description of the issue and clear photos where possible.
We will assess the issue and provide an appropriate remedy, which may include a replacement, refund or another solution available under the Consumer Guarantees Act 1993.
If we have sent the wrong product or your order arrives damaged, we will cover any reasonable return-delivery costs where a return is required.
Products that cannot be returned for change of mind
We cannot accept change-of-mind returns for:
- Opened or partially used supplements
- Products with broken or removed seals
- Individual sachets removed from their original box or pouch
- Products that have not been stored correctly
- Products damaged after delivery
- Gift cards
- Clearance or final-sale products
Sale or clearance products may still be eligible for a remedy if they are faulty, damaged, incorrectly described or otherwise covered by the Consumer Guarantees Act 1993.
A dislike of a product’s flavour or a change in personal preference is not considered a product fault.
Exchanges
We do not currently process direct exchanges.
To order a different flavour or pack size, please request a return for the eligible unopened product and place a new order separately.
Refunds
Once your return has been received and inspected, we will email you to confirm whether your refund has been approved.
Approved refunds will be issued to the original payment method within 10 business days. Your bank or payment provider may require additional time to process the refund.
Please contact sales@createnutrition.co.nz if more than 15 business days have passed since we confirmed that your refund was approved.
Your rights under New Zealand law
Nothing in this policy limits or excludes any rights you may have under the Consumer Guarantees Act 1993, the Fair Trading Act 1986 or any other applicable New Zealand law.
For questions about a return or refund, contact: