Returns, Refunds & Our 60-Day Try-It Guarantee

We know you're here for premium quality without the premium price tag. Every order is backed by our 60-Day Try-It Guarantee, on top of your rights under New Zealand and Australian consumer law. No runaround.

Quick Summary

• Changed your mind and haven't opened it? Return it within 60 days for a refund.
• Opened it but the taste or mixability isn't for you? On your first order, contact us within 60 days while the tub is still at least 75% full (about the first 5 to 7 serves). We'll usually swap your flavour or give you store credit, and we'll often sort it from a photo without you posting anything back.
• Gave it a fair go and the results aren't for you? On your first order, use it as directed for a fair trial of up to 60 days, then contact us within 60 days. Using most of the tub for a genuine results trial won't, on its own, disqualify your claim.
• Arrived damaged, faulty, or wrong? We'll replace or refund it at no cost to you, no matter how much you've used. This is your right under NZ and Australian consumer law.
• To keep it fair for everyone, the Try-It Guarantee covers your first order of each product, one claim per customer, and we may ask for a photo or for the product back.

Opened Try-It Guarantee: How It Works

Your first order of each NoWhey product is covered. We offer store credit or a flavour swap by default, and a refund to your original payment method if you'd prefer.

Taste or mixability claims. Contact us within 60 days while the tub is at least 75% full (about three-quarters of the tub, roughly the first 5 to 7 serves). We may ask for a photo of the tub showing how much is left, your order number, and a quick note on what didn't work. In most cases we'll waive the return and sort you out from a photo.

Results claims. Use the product as directed for a fair trial of up to 60 days. Results claims are not limited to the first 5 to 7 serves, and using most or all of the tub for a genuine results trial won't, on its own, disqualify your claim. We may ask for a photo, a short explanation, or for the product to be returned before approving.

This part of the guarantee is limited to: your first order of that product; one claim per customer; personal use (not resale or sampling).

How to Start a Return or Claim

Email us at sales@nowhey.co.nz (you can also call 0800 883 371) within 60 days of receiving your order. Include your order number, whether it's a change-of-mind, taste, or results claim, and a quick note on what didn't work. We'll reply with next steps. Please don't post anything back before you hear from us.

NZ return address (only if we ask for it):
NoWhey c/o Xplosiv Supplements
1/5 Northside Drive, Westgate
Auckland 0814, New Zealand

Fair Use

Our guarantee is for genuine customers trying NoWhey fairly. We may decline, or ask for the product back before refunding, where we reasonably believe a claim is misuse or abuse. For example: multiple claims from the same customer, household, or address; repeat claims across flavours or products; near-empty tubs claimed as a taste issue (genuine results claims are assessed differently, above); or claims that appear to be for resale or sampling. These limits apply only to our voluntary Try-It Guarantee, never to your statutory rights.

Damaged or Incorrect Items

If you received a damaged, defective, or incorrect item, please contact us immediately. We'll work quickly to send out a replacement at no additional cost to you.

This is in addition to your rights under the Australian Consumer Law and New Zealand's Consumer Guarantees Act, which protect you if products are faulty, damaged, or not as described, even after 60 days or if opened.

Refunds & Store Credit

For opened Try-It claims, our default remedy is store credit or a flavour swap, with a refund to your original payment method if you'd prefer. For unopened change-of-mind returns, once we've received and inspected the item as sealed and in original condition, we'll process your refund. Please allow 5 to 10 business days for a refund to appear on your statement.

Flavour Swaps

The fastest fix for a taste or mixability issue is usually a flavour swap or store credit. Just contact support and we'll sort it. For a different product entirely, the quickest route is store credit toward a new order.

Auto-Ship Subscriptions

You choose your delivery frequency at checkout. You can skip, reschedule, change your product or flavour, or cancel at any time from your account, or by emailing sales@nowhey.co.nz. There is no cancellation fee and no notice period. Cancelling stops future orders; anything already dispatched is handled under our returns policy above.

Your Consumer Rights

This guarantee is in addition to your rights under the New Zealand Consumer Guarantees Act and the Australian Consumer Law. If a product is faulty, unsafe, contaminated, not as described, or not of acceptable quality, you're entitled to a remedy regardless of our 60-day guarantee and regardless of how much you've used. For a major problem you choose a refund or replacement; for a minor problem we may offer a repair, replacement, or refund.

Questions?

We're real people with over 31 million servings of experience. If you have any questions about our returns policy, please don't hesitate to contact us at sales@nowhey.co.nz or call 0800 883 371 (Mon-Fri 10am-5:30pm, Sat-Sun 10am-4pm).