Returns, Refunds & Exchange Policy

Not happy with your purchase? Please contact support@claranutrition.co.nz. We are more than happy to fix any issues you may have. For more details on our Returns Policy, please read below.

Order Modifications or Cancellation

Once your order is placed, you have 12 hours to contact our customer support team for any changes — including address updates, order modifications, or cancellations.

After 12 hours, your order will move into fulfillment and can no longer be changed or canceled. We encourage you to reach out as soon as possible, and our team will gladly assist you.

Damaged/Incorrect Order

We work hard to ensure every order meets our quality standards, but mistakes can occasionally happen—and we sincerely apologize if this affects your order. If you receive a damaged, defective, or incorrect item, please email us at support@claranutrition.co.nz as soon as possible (preferably within 7 days of receiving your order), including your order number and a clear photo of the affected item(s).

Once we verify the issue, we’ll arrange a replacement right away. Please note that if more than 365 days have passed since your order was delivered, we’re unable to offer a refund or exchange, even for incorrect or damaged items. For incorrect or damaged items there is no return cost to you.

Normal signs of wear, rust, damage, breakage or other similar issues due to improper use, improper maintenance, product modifications, accidents, loss or theft are not covered by our warranty and will not be considered for a refund.

Order Not Received

If your item has not arrived within 10 business days after you placed your order, please contact support@claranutrition.co.nz and we will promptly take care of you.

IMPORTANT: Unfortunately, we cannot be responsible if a package is undeliverable because of missing, incomplete, or incorrect destination information. We do our best to avoid errors by verifying the shipping information with every customer in the order confirmation sent immediately after ordering. Costs to reship the package will be invoiced to the customer.

We are also not responsible for failed deliveries due to the addressee not being home during the time of delivery.

If you haven't received your order despite tracking being marked as "Delivered", please reach out to the carrier for assistance.

Returns

Our return policy lasts 365 days. If more than 365 days have passed since your order was delivered, unfortunately we can’t offer a refund or exchange.

We offer a 365-Day Guarantee, which means you can return your product even if it has been opened or partially used. If you try it and it’s not right for you, you’re still eligible for a return within the 365-day window.

Please note that we do not provide free return labels.

If you wish to return an item due to a change of mind or unwanted order, you’ll be responsible for the return shipping costs. However, if your item arrives defective or damaged, return shipping will be free of charge.

If you receive a damaged or incorrect item, please contact support@claranutrition.co.nz, and our customer care team will assist you with a replacement.

Before sending any item back, please contact our customer support team at support@claranutrition.co.nz to receive return instructions. Returns sent without prior authorization may experience delays or may not be processed.

To complete your return, please include your order number or proof of purchase in your email.

Refunds

Once we receive and inspect your returned item, we’ll notify you by email regarding the approval or rejection of your refund. If your return is approved, we’ll process your refund within 3-4 business days.

Please note that it may take up to 8 business days for the refund to appear in your account, depending on your bank’s processing time and policies.

Incorrect Contact Information and Shipping Addresses

Customers are encouraged to ensure accurate shipping details at checkout. The responsibility for providing correct address and contact information rests with customers. Refunds cannot be issued for undelivered packages due to incorrect details.

Late or missing refunds (if applicable)

If you haven't received a refund yet, first check your bank account again. Then contact us to check, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted. If you've done all of this and you still have not received your refund yet, please contact us at support@claranutrition.co.nz

Questions?

Customer service is our number 1 priority and we will do whatever we can to take care of you. We greatly appreciate your consideration to do business with Clara Nutrition and please let us know if you have any questions. You can contact us at support@claranutrition.co.nz.