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Returns policy

HOW TO RETURN AN ITEM

If you have received your order and something is damaged/faulty/incorrect, please contact us to submit a returns application for a replacement, credit or refund. You will need to send us a clear image of the issue, the expiry and batch number for the product, your order number and the item affected within 7 working days of receiving your order.

Our customer services team will review your returns application.

Please allow 2-3 working days for a response from our Customer Services rep. Please do not throw any items away until we have resolved the matter.

Our policy lasts 7 days after the purchase has been received. If this time-frame has passed since receiving your purchase, unfortunately we cannot offer you a store credit in exchange for your items.

 

DAMAGED ITEMS

If your item appears to be damaged in transit, we will contact NZ Post and open an investigation.  Please ensure you retain all packaging, as on occasion NZ Post will need to collect the goods for assessment.

 

FAULTY ITEMS

Where an item is faulty and this was not disclosed at the time of purchase online, in the first instance we will contact the supplier/manufacturer for a replacement.  Please be patient as suppliers need time to investigate.

Examples of faulty items are issues with product integrity; hardening where not disclosed at time of purchase, faulty seals, manufacturing issues, holes in garments etc

We do not offer full refunds or physical exchanges for a product unless it is deemed faulty upon inspection. In some scenarios, we may require the faulty item to be returned to us for further inspection.

Turkesterone.co.nz reserves the right not to offer an exchange voucher, refund or replacement where the item fault is a result of misuse or neglect. 

If the item/product has been regularly used, with the fault acknowledged and present, we will consider the item fit for purpose and will not offer a credit, refund or replacement.

INCORRECT ITEMS

If you have received an incorrect item, we will organise for it to be returned and replaced free of charge.  Please ensure incorrect items remain unopened and in original sellable condition otherwise we may not be able to accept the return.

Turkesterone NZ must receive the items for return within 21 days of your order being delivered. Items returned outside this period will not be accepted for health and safety reasons. 

CHANGE OF MIND RETURNS

Turkesterone.co.nz will not refund money for Change of mind returns.

If you wish to return an item because you have changed your mind about your purchase, we will offer an exchange or credit where you contact us within 7 working days of receiving your order. 

More info on 'change of mind' issues can be found here on the Consumer Protection site.

Turkesterone.co.nz must receive the items for return within 14 days of your order being delivered. Items returned outside this period will not be accepted for health and safety reasons. 

We are not able to accept returns for change of mind purchases for items that have been out of our care for over 14 days. 

Turkesterone.co.nz will offer an exchange or credit provided that:

  • You produce either your receipt, order number or other adequate proof of purchase

  • The item is in re-saleable condition meaning that it is in its original packaging, unworn, unopened, unused and in its original condition

  • The product is not one where a change of mind return is not available.

If these requirements are not satisfied, Turkesterone.co.nz reserves the right not to offer an exchange, or credit.

Please note: All change of mind return costs fall on the customer who is returning the product.

We are not the couriers and cannot be held liable for any costs which are incurred while using their services.

ALLERGIES & MEDICAL CONDITIONS

All products are sold on the basis that the customer has sought advice from their doctor and researched the suitability of the product before purchasing. Turkesterone.co.nz accepts no liability on the use or misuse of any products sold. 

If you are unsure whether a product contains allergens, please get in touch with us before purchasing so we can recommend a product based on your needs.

Order Cancellation Policy

Unfortunately once an order is confirmed (payment has been processed), it cannot be cancelled.

If the goods have not been shipped and the order can be retrieved in time from dispatch to be manually cancelled, we will accept the request for a cancellation less a 20% of the total cost cancellation fee.

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