Refunds and returns policy
Damaged, faulty or incorrect products
1. If you receive any damaged, faulty or incorrect products, then please:
(a) Step 1: send a message to orders@viktual.co.nz and include a photo and description outlining the issue; and
(b) Step 2: hold onto the products until further notice as we will require the damaged or faulty goods to be collected by our courier.
2. Once we have received the returned item in our warehouse, we will, at no additional cost to you, dispatch a replacement within 4 business days.
3. Whenever you are returning a product to us, please:
(a) email us at orders@viktual.co.nz to let us know they are on their way.
(b) ensure they are packed inside a Courier Track Pack or Carton and addressed to:
Returns c/- Viktual+
18 Lincoln St Frankton
Hamilton 3204
(c) refrain from attaching anything to the original packaging. If there are any marks or the package is in an unsatisfactory condition, this will prevent an exchange or a refund; and
(d) include:
(i) proof of purchase; and
(ii) a detailed description of your reason for returning the product;
(e) use an insured and tracked courier service;
(f) keep a record of your shipment until an exchange or credit has been received and please. change of mind/exchange
4. Once your order has been accepted, you cannot cancel/change that order.
However, if you change your mind, then we will exchange it for a replacement of the same value if:
(a) You first email us at orders@viktual.co.nz asking for an exchange; and
(b) within 7 days of the original delivery to you and at your cost, you return the product to us as set out above; and
(c) you pay
(i) our admin fee of $10.00; plus,
(ii) where relevant, an additional shipping charge, to get the replacement product back to you.
Refund
5. Where none of the previous parts of this clause 12 apply, we will be happy to refund an item if the following conditions are met:
(a) You first email us at orders@viktual.co.nz that you would like to return the product and claim a refund; and
(b) if:
(i) within 7 days of its delivery and at your cost, you return the product to us as set out above; and
(ii) you pay our admin fee of $10.00; Please note, where you paid us a shipping charge on our original delivery to you, you will not receive a refund of that charge.