Platinum Health Supply — New Zealand Shipping, Returns & Refunds Policy

1. Shipping

1.1 We ship to New Zealand using DHL.

1.2 Shipping costs are calculated at checkout based on your order. We do not offer a free shipping threshold for international orders. A 3% handling fee applies in addition to the calculated shipping cost.

1.3 Estimated transit times are calculated at checkout and are provided as an estimate only. Actual delivery times may vary due to customs processing, local delivery conditions, or other factors outside our control. This does not limit your rights under the Consumer Guarantees Act 1993, including the guarantee that goods will be delivered within a reasonable time and in good condition.

1.4 We do not deliver to PO Box addresses.

2. GST, customs duties and import taxes

2.1 No Australian GST is charged on orders shipped to New Zealand.

2.2 New Zealand GST is not currently charged at checkout. For orders valued at NZD 1,000 or less, no GST or duty is currently collected at the border. For orders above NZD 1,000, GST and any applicable duty are assessed by the New Zealand Customs Service on arrival, and the amount is included in your shipping cost at checkout.

3. Returns

3.1 We do not accept returns for change of mind, incorrect selection, or orders no longer required. Please choose carefully before placing your order. If you are unsure which product is right for you, contact our team before ordering.

3.2 This section does not affect your rights in relation to faulty, damaged, incorrectly described or incorrectly shipped items. See section 4.

4. Faulty, damaged, defective or incorrect items

4.1 If your order arrives damaged, defective, or incorrect, or if a product does not match its description, please contact us at customercare@phsgroup.com.au as soon as you can, with photos of the item and its packaging within 1 day of delivery. Your rights under the Consumer Guarantees Act 1993 do not expire on a fixed date and are not limited by this section.

4.2 Where the problem is a minor failure to meet a consumer guarantee, we will, at our choice, repair the product, replace it with an identical product, or provide a refund. We will do this at no charge to you and within a reasonable time.

4.3 Where the problem is of a substantial character, for example where the product is unsafe, is significantly different from its description, or is not fit for its normal purpose and cannot easily be put right within a reasonable time, you may choose to:

• reject the product and receive either a refund or a replacement; or
• keep the product and claim compensation for the drop in its value caused by the problem.

4.4 If we agree to send you a replacement, we will send it at no additional cost. You do not need to return the original item to us, unless we ask you to for a specific reason, such as investigating a quality issue. If we ask you to return it, we will cover the reasonable cost of doing so.

4.5 If a replacement is not available, for example because the product is out of stock, we will offer you a refund in accordance with this section and your rights under the Consumer Guarantees Act 1993.

5. Refunds

5.1 If you are entitled to a refund, it will be issued to the original payment method used for the order. We do not make refunds to alternative payment methods or parties, and we do not provide cash refunds.

5.2 Refunds are typically processed within 10 business days.

5.3 We will not offer a credit note or store credit in place of a refund where you are entitled to a refund under the Consumer Guarantees Act 1993.

6. Order cancellations

6.1 If you wish to cancel your order, please contact us as soon as possible at customercare@phsgroup.com.au. If your order has not yet been dispatched, we will cancel it and refund you in full.

6.2 If your order has already been dispatched, we are unable to cancel it. Section 3 applies once your order has shipped.

7. Your statutory rights

7.1 Nothing in this policy excludes, restricts or modifies any right or remedy you have under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986, which cannot be excluded or limited by agreement.

8. Contact us

If you have any questions about this policy, or about a specific order, please contact us at customercare@phsgroup.com.au.

9. Changes to this policy

We may change this policy from time to time. The current version will always be available on our Website.