Refund policy

RETURNS & REFUNDS POLICY

We want you to love our products – and feel confident ordering from us. Here’s how we handle returns and refunds.

CONSUMER GUARANTEES ACT 1993

All purchases are covered under the New Zealand Consumer Guarantees Act. If a product is faulty, damaged, or doesn’t arrive, you are entitled to a replacement, repair, or refund.

DAMAGES OR DELIVERY ISSUES

If your product:

  • Arrives damaged
  • Is missing from your order
  • Has not arrived within the expected timeframe

Please email us at team@kinetrixperformance.com within 7 days of the expected delivery date. Include your order number and any relevant photos. We will work with the courier and arrange a suitable resolution.

CHANGE OF MIND RETURNS

Due to the consumable nature of our products, we do not accept returns for change of mind. Please choose carefully.

RETURN PROCESS

If you have received your order and something is damaged or incorrect, please contact us to submit your request. Our policy requires a clear image of the issue, the expiry and batch number for the product, your order number and the item affected within 7 working days of receiving your order.

Our customer service team will review your returns application, and if you are eligible for a return, we will provide instructions.

Please allow 2-3 working days for a response.

Please do not consume, open, use, or throw any items away until we have resolved the matter.

Our policy lasts 7 days after the purchase has been received. If this timeframe has lapsed since receiving your order, unfortunately, we can’t offer you a store credit or any other reimbursement.

Return shipping costs may apply unless the return is due to our error.

REFUNDS

Approved refunds will be processed back to your original payment method. Depending on your bank, it may take 5 – 10 business days for the funds to appear.

SUBSCRIPTION RETURN & REFUNDS

In addition to the terms outlined above, please note that returns are not accepted for products delivered as part of a subscription order.

If you choose to cancel your subscription after a shipment has already been processed or delivered, we are unable to accept a return or provide a refund for that shipment. Your cancellation will take effect from the next billing cycle.

To avoid unwanted deliveries, please ensure you cancel or pause your subscription before your next order is processed.

QUESTIONS?

We’re here to help. Contact us:

Email: team@kinetrixperformance.com

Phone: +64 26 684 3494

Hours: Monday – Friday, 9 am – 3 pm (NZST)