Returns & Refunds Policy

Our goods and services come with guarantees that cannot be excluded under the New Zealand Consumer Guarantees Act 1993 (CGA). You are entitled to a replacement or refund for a major failure, and to have goods repaired or replaced if they fail to be of acceptable quality and the failure is not major.

This policy applies to purchases made from our online store by New Zealand consumers. It does not limit any rights you may have under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.

This policy applies to the following products purchased through our online store:

• Formthotics and foot orthotic products
• Braces and supports
• Nutritional supplements and related products

If your item is faulty, damaged on arrival, or not what you ordered, please contact us as soon as possible, and no later than a reasonable time after you become aware of the problem, with:

•  your order number; and
• a brief description and photos of the issue (if possible).

Where the CGA applies, we will provide an appropriate remedy within a reasonable time. Depending on the nature of the problem, this may be a repair, replacement, or refund.

If a return is required, we will provide you with instructions and, where required under the CGA, a prepaid return label or reimbursement of reasonable return shipping costs.

If your order does not arrive within a reasonable time, or is shown as delivered but you have not received it, please contact us with your order number. We will follow up with the courier and, where appropriate, arrange a replacement or refund in accordance with our obligations under New Zealand consumer law.

We understand that occasionally a product may not be the right size or may not be what you expected. For purchases made through our online store, we accept change-of-mind and wrong-size returns on the following basis:

• You must contact us within 14 days of delivery to request a return.
• Items must be unused, undamaged and in resaleable condition.
• Braces and supports must not have been worn beyond initial fitting, and must be returned clean and free from any signs of wear.
• Formthotics and other orthotic products must not have been trimmed, heat-moulded, altered or visibly worn.
• Supplements and related products must be unopened, with all seals intact and packaging in original condition.
• Proof of purchase (such as your order confirmation) is required.
• Once the returned item is received and inspected, we will provide either:
  • an exchange for a different size or product, or
  • a store credit or refund, as specified in your confirmation from us at the time of approving the return.

Return shipping for change-of-mind or wrong-size returns is your responsibility, unless we have agreed otherwise in writing.

This change-of-mind / sizing policy does not affect your rights under the CGA where a product is faulty or does not meet consumer guarantees.

Because many of our products are used in close contact with the body or skin, certain items cannot be accepted for change-of-mind or wrong-size returns once they have been used or opened. In particular:

• braces, supports and compression garments that show signs of wear or use;
• Formthotics or orthotics that have been worn, heat-moulded, trimmed or otherwise altered;
• supplements where the seal has been broken or the packaging has been opened.

We will still meet our obligations under the CGA if any such product is faulty or does not meet the guarantees required by law.

If we provide services such as online physiotherapy consultations or exercise programmes purchased through our website, those services must be provided with reasonable care and skill, be fit for their purpose, and completed within a reasonable time, as required by the CGA.

If you have concerns about a service you have received, please contact us promptly so that we can investigate and, where appropriate, offer a remedy. Depending on the circumstances, this may include a follow-up session, partial refund or full refund, in line with our obligations under New Zealand consumer law.

For all returns, exchanges or refund enquiries, please contact:

Green Bay physiotherapy Limited

Email: admin@greenbayphysio.co.nz
Phone: 09 963 8539
Postal address for returns: 16 Godley Road, Green Bay, Auckland 0604, New Zealand
Website: www.greenbayphysio.co.nz

Please include your name, contact details, order number and a brief description of the issue or reason for return when you get in touch.

This policy applies to purchases made from our online store by New Zealand consumers and is intended to be read together with your rights under the Consumer Guarantees Act 1993 and Fair Trading Act 1986.