Shipping & Returns

🚚 Shipping & Returns Policy

Thank you for choosing HealthHQ. We’re committed to delivering your order promptly, securely, and with full transparency. Below you’ll find key information regarding our shipping process, delivery options, and return procedures.

📦 Shipping & Delivery

What to Expect

• Orders are dispatched from our Christchurch warehouse or directly from our manufacturing partners to minimise handling and reduce delivery time.
• You’ll receive tracking details via email once your order has shipped.
• Delivery timeframes are estimates only and may vary due to courier demand, weather conditions, weekends, public holidays, or customs delays.
• We do not offer compensation, refunds, change of mind, or cancellation on an order due to a delivery delay

Important Delivery Notes

• Please ensure your shipping address is entered correctly at checkout. Redelivery or rerouting fees due to incorrect address information are the customer’s responsibility.
• If your delivery location has limited access (e.g., rural areas, gated properties, or narrow driveways), please notify us in advance so we can make suitable arrangements.

Delivery Method

• Standard delivery is curbside or door-to-door, depending on product size and carrier access.
• Where standard delivery isn’t feasible, we may arrange one of the following alternatives:
• Collection from a nearby freight depot
• Delivery via a smaller vehicle
• Manual unloading assistance onsite (may require additional personnel)
• Additional charges may apply for non-standard or specialised delivery services.

Delivery Inspection

• Please inspect your order immediately upon arrival.
• If you notice any damage or missing components:
1. Note the issue on the delivery receipt (if applicable).
2. Contact us at info@healthhq.co.nz within 7 days of delivery.
3. Include your order number, a description of the issue, and clear photos.
• We’ll work quickly to resolve any concerns or organise replacement parts.
• For coverage, we must be notified of damage within seven days of delivery or within seven days following assembly from our specialists if assembly was organised before the unit arrived

🔁 Returns & Exchanges

While we do not provide refunds for change-of-mind purchases, we’re happy to help adjust or exchange your order where possible.

✅ Eligibility for Exchange or Store Credit

We can offer exchanges or store credit on eligible products from our standard range. To qualify:

• The item must be unused, in original packaging, and in the same condition as received.
• Proof of purchase (order number or receipt) is required.
• Delivery costs for exchanges are not covered

❌ Items Not Eligible for Exchange

• Perishable or consumable items (e.g., supplements)
• Personal-care products
• Custom or made-to-order items
• Clearance or sample stock
• Hazardous goods

🧱 Made-to-Order Purchases

Products purchased under our Made-to-Order process, requiring a 50 % initial deposit, are non-refundable once the order is confirmed via deposit received and production has commenced. Each unit is custom-built or personalised for the customer, and materials and production are allocated specifically to your order.

If no contact can be made with the customer and the remaining balance is not remitted within 90 days (unless agreed previously) of the unit being ready for you at our factory overseas, or at our local warehouse for Australia and New Zealand customers, then the unit will be sold to recoup costs with the deposit being nonrefundable.
Please review your specifications carefully before confirming your purchase.

🏛️ Liquidation Assurance

In the unlikely event of a company sale or liquidation, HealthHQ guarantees that any order already in progress (supported by a confirmed 50 % deposit) will be fulfilled under the originally agreed terms, provided the remaining balance is remitted in full following the units arrival at our local warehouse.
We remain committed to delivering your product as ordered, even in exceptional circumstances.

💬 How to Request an Exchange

To request an exchange or return:

1. Email info@healthhq.co.nz with your order number and reason for the request.
2. Wait for written approval and return instructions.
• Items returned without prior approval will not be accepted.
3. Return shipping costs and any associated labour fees are the customer’s responsibility.
4. Refunds, exchanges, or store credits will be processed once the item is received and inspected.

💳 Refunds

If a refund is approved due to a product defect or fulfilment error:

• Refunds will be issued to your original payment method.
• Allow up to 10 business days for your bank to process the refund.
• If a refund has not appeared within 15 business days of approval, please contact us for assistance.

❓ Need Assistance?

📧 info@healthhq.co.nz
📞 +64 27 432 9111
🌐 www.healthhq.co.nz

We’re here to ensure your HealthHQ experience is seamless from order to delivery.