Return & Refund Policy

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1. Right of withdrawal - 14 calendar days

You have 14 calendar days from the date you receive your order to withdraw from the purchase and return the product, in accordance with the principles of EU Directive 2011/83/EU (applied voluntarily for all New Zealand customers) and the New Zealand Consumer Guarantees Act 1993.

2. Conditions for return

To be eligible for a return, the product must be unopened and in its original, undamaged packaging. Because Vitis Defense Solution is a food supplement intended for internal use, we are unable to accept returns of opened packaging for hygiene and food safety reasons. This is a lawful exception consistent with standard food supplement retail practice.

3. How to initiate a return

To start a return, email us at [email protected] within 14 calendar days of receiving your order. Please include your name, phone number and a brief description of the reason for return. We will reply within two working days with return instructions.

4. Return shipping costs

The cost of return shipping is at your expense unless the product was delivered incorrectly or is demonstrably faulty. We recommend using a tracked service, as we cannot accept responsibility for parcels lost in return transit.

5. Refund processing

Once we receive and inspect the returned product, we will process your refund within 14 calendar days. As orders are paid on delivery (cash or card to courier), refunds are issued by bank transfer to an account you provide. We will confirm the details with you by email or phone.

6. Cancellation before dispatch

You may cancel your order at no cost at any point before the product is dispatched. Cancellations can be made during the confirmation phone call, or afterwards by calling +64 9 884 3120 or emailing [email protected]. Orders are typically dispatched within 1-2 working days of confirmation.

7. Declining delivery

Because payment is made on delivery, you may decline to accept the parcel from the courier at no cost. The order will be treated as cancelled and no charge will be applied.

8. Faulty or incorrect products

If you receive a product that is faulty, damaged, or not what you ordered, please contact us immediately. We will arrange collection and provide a full replacement or refund at no cost to you.

9. Contact

VANESSA LÚCIA CARDOSO VALENTE SANTOS · Largo São. Violeta, 5, Bl. 3 · 9150-326 Valongo · New Zealand
Email: [email protected] · Phone: +64 9 884 3120
Support hours: Monday-Friday 9:00-17:00 NZST