Refund policy
Returns & Refunds – Shop with Confidence
We want you to feel completely confident when shopping with Windback. If you receive a product that is damaged, incorrect, or does not meet your expectations, we are here to help. Our returns process is simple and transparent to ensure a positive experience every time.
Eligibility for Returns
We accept returns for unopened and unused items within 14 days of delivery, provided they are in their original packaging and condition. For health and safety reasons, we cannot accept returns on products that have been opened or used, unless they are faulty or damaged upon arrival.
How to Request a Return
To initiate a return, please contact our team at support@windback.co.nz with your order number and reason for return. Once approved, we will provide return instructions.
Refunds
Refunds are issued to your original payment method once the returned product has been received and inspected. Please allow 5–7 business days for processing. Shipping costs are non-refundable unless the return is due to a Windback error.
Damaged or Faulty Items
If your order arrives damaged or faulty, please email us within 48 hours of receipt with photos of the product and packaging. We will arrange a replacement or refund as appropriate.
Exchanges
We do not currently offer direct exchanges. To receive a different item, please return your original product for a refund and place a new order online.
- All returns must be approved prior to shipping.
- Please retain proof of purchase and courier tracking.
- Refunds are processed once items are received in original condition.
- This policy complies with the New Zealand Consumer Guarantees Act.
Always read the label and use only as directed. Supplements should not replace a balanced diet or healthy lifestyle. If symptoms persist, please consult your healthcare practitioner.