Frequently Asked Questions (FAQ)

1. What is your return policy?

We accept returns within 7 days of receiving your order for faulty, damaged, or incorrect items, provided the product is unused, in its original packaging, and sealed (if applicable).

Due to health and safety regulations, health supplements (including honey) cannot be returned once the order has been dispatched. Additionally, we do not accept change-of-mind returns once an order has been shipped. If your order has not yet been processed, we may be able to cancel it—please contact us as soon as possible.

To initiate a return or cancellation, please email us at info@kiwiwellnessclub.co.nz, and our team will provide further instructions.

2. What should I do if I receive a damaged or faulty item?

If you receive a faulty, damaged, or incorrect item, please contact us within 7 days at info@kiwiwellnessclub.co.nz with:

• Your order number
• A brief description of the issue
• Photos of the product and packaging (if applicable)

We will review your request and offer a resolution in line with Consumer Guarantees Act (CGA) guidelines. If a return is required, we will cover the return shipping costs.

3. Will I be refunded for return shipping fees?

If you receive a faulty, damaged, or incorrect product, we will cover the return shipping cost. Additionally, if you have already paid for shipping, we will fully refund the shipping fee.

4. How long does it take to receive a refund?

Refunds will be processed after we receive the returned item. Depending on your bank or card provider, it may take up to 10 business days for the refund to appear in your account.

5. What if an item I ordered is unavailable?

If an item is unavailable, we will contact you via email or phone to offer alternative options, such as an exchange or refund.

6. What products do you sell?

Kiwi Wellness Club offers a wide range of premium wellness products, including Omega-3, Green-lipped Mussel, Manuka Honey, and more—sourced from the natural goodness of New Zealand.

7. Where are you based?

We are an online store based in New Zealand, offering high-quality wellness products at competitive prices.

8. Do you offer worldwide shipping?

Currently, we only ship within New Zealand, but we are actively working on expanding to worldwide shipping. Stay tuned for updates!

9. What payment methods do you accept?

We accept the following secure payment options:

Visa, Mastercard, American Express (AMEX)
Apple Pay, Google Pay, PayPal, Shop Pay, Union Pay

10. How long does shipping take?

Shipping times typically range from 1-4 business days, depending on your location. Once your order is shipped, you will receive a tracking number to monitor its progress.

11. How can I contact customer support?

For any inquiries, please reach out to our customer service team:

📧 Email: info@kiwiwellnessclub.co.nz
📞 Phone: 09-281-8989