All returns must be made within 14 days of the date you receive your order. Returned products must be unused and returned unopened with all seals intact. Please ensure that all returns are packaged securely to ensure they arrive with us undamaged.
This returns policy applies to products bought directly from our website at solgar.co.nz. If you have purchased products from a retailer or other online retailer then please contact them for their own returns and refund procedures.
Standard Product Returns
To be eligible for a return, your item must be unused and in the same condition that you received it, with the lid seal intact and the container or wrapping undamaged with all seals complete and still fully bonded to the container.
You can return an unused item, bought from solgar.co.nz, within 14 days of the date you receive it. If you wish to return an item to us please post your item to:
182 Station Road,
Please ensure that all returns are clearly labelled with your order number to ensure that your return can be processed promptly. We aim to process all returns within 14 days of receiving them back here.
If the product arrives damaged or not substantially as described on the product information page, the company will accept returns for a full refund only in accordance with the Returns Procedure, below. Provided that the company confirms that your Product was a damaged product and was returned in accordance with the Return Procedures below, the company will issue a refund to your chosen method of payment or we will arrange for a replacement to be sent to you. Refunds will include the applicable delivery fee.
All delivery errors must be reported within 1 day of the date of delivery. All orders go through a rigorous barcoded checking system before being packed and leaving our warehouse. If you are a NZ customer and you have not received your order within 10 days of the dispatch date, then you must notify us within these 10 days. If you notify us after these 10 days then we will not be responsible for its location, and we may not be able to claim for the parcel if it is lost or stolen.
If you have received your parcel in a poor or damaged condition or have items missing, please try to keep all outer packaging so that we can collect this and send to our couriers for investigation. Any damaged boxes must be signed for as ‘damaged’ at delivery. Where possible sign with the word ‘damaged + your name’ in the signature box. You may be asked to send us photos of the damaged packaging and / or product, this is because photographic evidence helps us ensure the issue is dealt with quickly and efficiently and can sometimes suffice instead of collecting the product / packaging itself.
Subscriptions & Returns
With all subscription orders, due to the nature of the automatic shipping, we require a minimum of 3 business days’ notice prior to your order being shipped if you wish to cancel or amend your subscription.
Once a subscription is triggered (and you receive an email confirming it has been shipped) it is sent for immediate dispatch. If your order has already shipped, we will unfortunately be unable to cancel this order. The returns procedure set out above would need to be followed to return the items to us for a refund.
Once we receive your item we will check it and let you know that we have received it. Assuming the item(s) are in a condition reflective of the reason for a refund, we will then process your refund. Refunds are made to your original payment method according to your payment issuer's policy.
Depending on the payment provider, there may be a couple of days’ delay in being credited.
If you have not received your goods within the time period notified on your Order Dispatch Confirmation, please contact us at firstname.lastname@example.org