Refund policy

This store is run by Genki Vitality Limited, a New Zealand company (company number 9251950, NZBN 9429052145490), of Level 2, 58 Surrey Crescent, Grey Lynn, Auckland 1021.

We want you to be happy with what you buy from us. This policy explains what happens if something is wrong with your order, and what happens if you simply change your mind. Those are two different things, so we have set them out separately.

If something is faulty, damaged, or not what you ordered

You have rights under the Consumer Guarantees Act 1993. Goods we sell you must be of acceptable quality, must match how we described them, and must be fit for the purpose they are sold for.

If a product is faulty, damaged, past its use-by date on arrival, or is not what you ordered, contact us within 7 days of it arriving. Send us your order number, a short description of the problem, and a photo if you can.

Depending on the problem, we will repair it, replace it, or refund you. Where the fault is serious, you can choose a refund or a replacement. We pay the return postage on faulty items, and we will tell you how to send it back before you post anything.

This applies to hygiene-sensitive products too. If a supplement, a skincare product or a sauna item is faulty, you are covered whether or not the seal is broken.

Nothing in this policy limits or takes away your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986. If anything here conflicts with those Acts, those Acts win.

If you change your mind

We are not required by law to give a refund for change of mind, but we will accept a return in most cases.

You can return an unopened item within 14 days of receiving it, as long as all of the following are true.

  • The item is unopened and unused, with any seal intact.
  • The item is in its original packaging and in resaleable condition.
  • You have your order number or receipt.

Return postage on a change of mind return is paid by the customer. The original $8.00 shipping charge is not refunded.

Once we have the item back and have checked it, we will refund you to your original payment method within 5 business days.

What we cannot take back on a change of mind

For health and hygiene reasons we cannot resell some items once they have been opened or used, so we cannot accept change of mind returns on the following.

  • Supplements, powders, capsules, drops and anything else taken internally, once the seal is broken.
  • Skincare and body products, once opened or used.
  • Sauna hats, towels and other items worn or used against the skin, once worn or used.
  • Sale items and gift cards.

This only applies to change of mind. If any of these items is faulty, the section above applies and you are still covered.

How to start a return

Email hello@genkivitality.co.nz or phone (09) 390 4365 with your order number and what the problem is. Please contact us before you send anything back, so we can give you the right return address and, where we are paying, the right postage method.

Return address for approved returns. Genki Vitality Limited, Level 2, 58 Surrey Crescent, Grey Lynn, Auckland 1021.

Please pack returns well. Until a return reaches us it is your responsibility, so we recommend a tracked service.

Cancelling an order

If you need to cancel, contact us as soon as you can. If your order has not been packed and sent, we will cancel it and refund you in full. Once it has been sent, the change of mind terms above apply.

Get in touch

Email hello@genkivitality.co.nz or phone (09) 390 4365.

Genki Vitality Limited, Level 2, 58 Surrey Crescent, Grey Lynn, Auckland 1021, New Zealand.

Last updated 18 September 2026.