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退款政策

1. General Policy Statement

At LOLU HEALTH, we are committed to providing safe, high-quality nutritional supplements and food products. To maintain the integrity, safety, and quality of our consumable products, we operate under a strict returns and exchange policy that complies with the Consumer Guarantees Act 1993, Fair Trading Act 1986, and the Sale of Goods Act 1908 of New Zealand (“New Zealand Consumer Law”).

Please note that the Contract and Commercial Law Act 2017 also governs certain commercial transactions and may apply where the Sale of Goods Act has been superseded.

This policy outlines the conditions under which returns, exchanges, or store credits may be considered. It does not override any statutory rights that consumers have under New Zealand law.

If any part of this policy appears to contradict your legal rights under the Consumer Guarantees Act 1993 or Fair Trading Act 1986, your statutory rights will take precedence.

Please note the following policies regarding refunds and returns:

2. Non-Refundable and Non-Returnable Items

Due to health, hygiene, and safety standards, LOLU HEALTH does not accept returns or issue refunds for the following categories:

  • All nutritional supplements and food products intended for consumption (whether opened or unopened)
  • Any product fulfilled and shipped, as we cannot re-sell consumables once they leave our premises

Due to the nature of nutritional supplements and food products, items intended for consumption cannot be re-sold to other customers once they are returned. This policy ensures that all products we provide meet the highest standards of safety and quality for every customer.
This clause does not affect your right to a remedy under the Consumer Guarantees Act if a product is defective, unsafe, or not as described.

3. Exchange or Store Credit (When Applicable)

While refunds are not available, we may offer an exchange or store credit under specific circumstances and at our sole discretion, provided that:

  • A request is submitted within 7 days of delivery
  • The item is unopened, unused, and in its original packaging with all labels, manuals, and accessories intact
  • The original order confirmation or valid proof of purchase is provided
  • The reason for the request is clearly communicated and deemed valid (e.g., incorrect item shipped)

Additional Conditions:

  • Exchanges and store credit require the return of the original product
  • Products must be returned at the buyer’s cost in resalable condition
  • Store credit is issued at the full purchase value and is non-transferable
  • All credits are issued in New Zealand Dollars (NZD) and are valid for 6 months from the issue date

Store credits are final once issued and may not be exchanged for cash.

All decisions regarding exchange or store credit are made in accordance with principles of fairness under the Consumer Guarantees Act 1993.

4. Faulty or Damaged Goods

In accordance with New Zealand Consumer Law, you are entitled to an exchange or store credit if the product is:

  • Faulty or not of acceptable quality
  • Not fit for its intended purpose
  • Unsafe or damaged upon delivery
  • Significantly different from the product described on our website

In these cases, we may offer a replacement or store credit once the item is returned and assessed. We may request photographic evidence of damage before return.
Where appropriate, and in line with the Consumer Guarantees Act 1993, we may also consider repair or full refund options depending on the nature and severity of the defect.
Note: If an item is deemed to be damaged due to misuse, neglect, or mishandling, LOLU HEALTH reserves the right to decline any exchange or store credit. We may request return of the product for inspection before a final decision is made on the remedy.

5. International Orders

For customers outside New Zealand:

  • All international orders are non-refundable once shipped
  • LOLU HEALTH is not liable for packages that are:
    • Rejected at customs
    • Returned to sender
    • Uncollected by the recipient
    • Subject to unpaid import duties or taxes

If your order is returned to LOLU HEALTH and meets all eligibility conditions outlined in Section 3: Exchange or Store Credit, we may offer:

  • An exchange (shipping costs apply), or
  • A store credit for the product value in New Zealand Dollars (NZD)

Conditions for Eligibility:

  • Products must be unopened, unused, and in original packaging
  • All original accessories, labels, and documentation must be included
  • Return shipping costs and any applicable customs charges are the responsibility of the customer
  • Proof of purchase is required

Please note:

  • LOLU HEALTH cannot guarantee the condition of returned goods due to international transit; products arriving damaged or opened are ineligible
  • Store credit issued will be valid for 6 months and non-transferable

It remains the responsibility of the customer to be aware of and comply with import regulations in their country.

International customers acknowledge that LOLU HEALTH’s obligations under the Consumer Guarantees Act do not extend to consumers outside of New Zealand, unless otherwise required by the applicable laws of their jurisdiction.

6. Supporting Documents Required

 To process any request under this policy, you must provide:

  • A copy of your order confirmation or payment receipt
  • Clear photographic evidence (if the product was damaged)

7. Nutritional Services, Programs, and Classes

LOLU HEALTH delivers tailored nutritional care, wellness programs, and practitioner-level educational courses. These services require significant time investment, planning, and exclusive time allocations. The following policies govern cancellations, exchanges, and refunds.

7.1 Non-Refundable Rate for Nutrition Assessments

A non-refundable fee of $188 applies to all initial nutrition assessments if:

  • The appointment is cancelled within 48 hours, or
  • The client fails to attend their scheduled consultation

This policy compensates LOLU HEALTH for the time, effort, and opportunity cost involved in service preparation. A copy of the initial assessment preparation report will be provided in such cases.

This policy applies to all nutrition assessments, including but not limited to:

  • LOLU™ HEALTH Keto Intermittent™ (KInD™) Program
  • LOLU™ HEALTH 365-Day Nutrition Consultation (initial assessment)

This clause does not limit your rights to receive services performed with reasonable care and skill, as required under the Consumer Guarantees Act 1993.

7.2 LOLU™ HEALTH Keto Intermittent™ (KInD™) Program Cancellation Policy

This is a structured program delivered across multiple weeks.

If a client cancels the program after it has commenced, the refundable portion will be prorated based on the remaining undelivered weeks of the program.

Refunds will be issued as a LOLU HEALTH gift card, valid for 6 months.

Example: If the client has received the first 2 weeks of a 3-week program, the value of the final week will be refunded as a store credit.

7.3 LOLU™ HEALTH 365-Day Nutrition Consultation Policy

This long-term program includes two possible products:

  • One-Time Questionnaire-Based Consultation (Single Session)
    • This service is non-refundable once the questionnaire has been submitted, regardless of whether follow-up occurs.
  • Full 365-Day Plan (Annual Access)
    • This comprehensive package provides up to 12 months of support, and is non-refundable once the program has begun.
    • The program may include assessments, communication plans, reviews, and other tailored elements over the year.
    • Because of its personalised structure and time commitment, no refunds or partial credits are offered after activation.

Nothing in this policy affects your rights under New Zealand consumer law if the services are not provided with reasonable care or do not match the description. Activation refers to the date the first assessment, communication, or deliverable is provided.

7.4 Holistic Nutrition Educational Courses

LOLU HEALTH provides practitioner-oriented training through the Holistic Nutrition Training Program, structured into three phases. These include but are not limited to:

  • LOLU™ HEALTH Holistic Nutrition Training Program – Phase I
  • LOLU™ HEALTH Holistic Nutrition Training Program – Phase II
  • LOLU™ HEALTH Holistic Nutrition Training Program – Phase III

Course-specific terms:

  • Once the course has commenced or access has been granted, fees are non-refundable
  • Withdrawals prior to course commencement may be reviewed case-by-case
  • All materials delivered (digital or physical) are non-returnable and non-exchangeable

7.5 Service Quality and Fairness Commitments

To ensure equitable and high-quality service for all clients:

  • Minimum 48-hour notice is required for rescheduling or cancellation
  • Failure to attend scheduled sessions without notice may result in forfeiture of the session

Emergency cancellations may be granted at LOLU HEALTH’s discretion and will be assessed on a case-by-case basis.

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993. If you believe a service has not been delivered with reasonable care or does not match the description provided, you must notify LOLU HEALTH in writing within 7 days of your appointment. Our team will review the matter in good faith and offer an appropriate remedy where required under law.

Clients acknowledge that outcomes depend on personal health factors, compliance with recommendations, and variables beyond the practitioner’s control. Where services are delivered in accordance with professional standards and agreed scope, dissatisfaction with outcomes does not, in itself, constitute grounds for a refund or replacement under the CGA.

8. Our Rights and Discretion

LOLU HEALTH reserves the right to:

  • Decline exchange/store credit where terms are not met
  • Assess product/service claims individually
  • Modify or update this policy to remain compliant with NZ consumer legislation

Any modification of this policy will not affect your statutory rights under the Consumer Guarantees Act 1993 and Fair Trading Act 1986.

8.1 Service Complaints and Resolution

If you believe a service was not delivered with reasonable care or does not match its description, you must contact us in writing within 7 days of your appointment. We will review your concern fairly and in accordance with the Consumer Guarantees Act 1993.

Where appropriate, we may offer a remedy such as clarification, a follow-up consultation, or re-performance of the service. This process does not affect your statutory rights under New Zealand consumer law.

9. Contact and Support

For any inquiries about returns or service changes, please contact us:
Email: [info@lolu.co.nz]
Subject: RETURN or SERVICE CANCELLATION – [Your Order or Booking ID]

Effective date: 30 June 2022