Returns/Refund Policy

Within SEVEN days of receipt of your order (as recorded by the courier), you may return any unopened item, that is still in its original packaging to Biotivia (NZ) for an exchange for another product or, under special circumstances, a full refund. We can process returns and refunds only for items purchased from Biotivia (NZ). Please ensure goods for exchange arrive in good condition, as items that cannot be resold will not be exchanged.

We are not obligated to refund items unless they are defective or damaged. If you sign for your package without checking it first and then find that there is damage, you need to go straight back to the courier. If you SIGN for a package, you are confirming all is ok and accepting the order. We can't claim back the cost of the product from the courier if you sign for it. 


We will meet all your rights under the Consumer Guarantees Act.

Items that are returned more than SEVEN days after delivery and/or, are unable to be resold as new, or are missing parts cannot be exchanged or refunded.

Refunds from credit card purchases will be refunded back to your credit card. Please note we can only refund shipping costs if the return is a result of our error. If the return is being made as a result of our error a full refund will be given if required or goods exchanged. Before returning any goods for exchange or refund please contact us by email or phone. Please ensure that all goods are wrapped securely and appropriately to minimise damage on delivery. This is important, as goods that are unable to be resold will not be exchanged.

At the time of Launching  Biotiva (NZ)  - has chosen to offer a 100% no questions asked refund of the purchase price of any product less the Direct Postage and Packaging costs on any returned product, the above returns/refund policy still applies in the event that the 100% returns policy is changed at some time in the future.

All prices at are in New Zealand Dollars.