Privacy
Policy
This Privacy Policy explains how UNMATCHED collects, uses, stores and shares personal information in line with the New Zealand Privacy Act 2020.
contact usReturns & Refunds
This Returns & Refunds Policy outlines how UNMATCHED handles change-of-mind requests, faulty products, damaged deliveries and customer rights under New Zealand law.
Our Policy
We want you to shop with confidence. This Returns & Refunds Policy explains how UNMATCHED handles change-of-mind requests, faulty products, damaged items and remedies available under New Zealand consumer law.
Change of Mind
We do not generally offer refunds for change-of-mind purchases on consumable supplement products. In some cases, we may consider a return if the product is unopened, unused, factory sealed, in original condition, and approved by our team before being sent back. Return shipping for approved change-of-mind returns is usually the customer's responsibility.
Faulty, Damaged or Incorrect Items
If your order arrives faulty, damaged, unsafe, or not as described, contact us as soon as possible with your order number and details of the issue. Where a product does not meet the Consumer Guarantees Act 1993, you may be entitled to a repair, replacement, refund or other remedy required by law.
Opened Products
For hygiene and safety reasons, opened consumable products are not usually accepted for change-of-mind returns. However, opening a product does not remove your rights if the product is faulty, contaminated, unsafe or otherwise fails to meet your legal rights under New Zealand law.
How to Request a Return
To request a return, contact our support team with your name, order number, product name, and the reason for the return. Photos may help us assess damaged or incorrect items. Do not send products back until return approval instructions have been provided.
Refund Processing
Once an approved return has been received and assessed, any refund due will be processed back to the original payment method. Processing times may vary depending on your payment provider. If a replacement is approved, we will arrange dispatch as soon as possible.
Shipping Costs
If a return is due to a faulty, incorrect or legally non-compliant product, UNMATCHED will cover reasonable return or replacement shipping costs where required by law. For approved change-of-mind returns, original shipping charges are usually non-refundable and return shipping is generally paid by the customer.
NZ Consumer Rights
Nothing in this policy excludes or limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986. If a product fails to meet applicable consumer guarantees, you may be entitled to a remedy under New Zealand law.
Contact Us
For returns or refund enquiries, contact UNMATCHED at support@unmatched.co.nz or through our Contact page. We aim to respond within 1–2 business days.