Refund policy

 

Order Cancellation

All orders can be cancelled for a full refund until they are shipped. If your order has been paid and you need to change or cancel it, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.

Subscription Cancellation

All subscriptions for Premium Collagen can be cancelled at any time. This can be cancelled by you through our online customer portal or by contacting us. 

Returns, Replacements & Exchanges

If you are unhappy with your order, you can return it to us for a full refund or free exchange if the product is still intact. You are responsible for paying the return shipping cost to our office address in Wellington, New Zealand. We cannot offer a credit note. If you cannot pay the return shipping costs, we can send you the replacement or exchanged item at cost + shipping. If you cannot pay this cost, the only other option available is a 50% refund and you can keep the product(s) you wished to exchange or replace. 

If you qualify for a free replacement item, a $15 shipping fee applies as our free shipping offer only applies to your original order. 

Refunds

We offer a 100% money back guarantee on all products that are defective or damaged during shipping. Just let us know and we will reship or refund your order. 

Customers will be responsible for paying return shipping costs.

Returns must be sent to our business located in Wellington, New Zealand.

We do not issue the refund if:

  • your order does not arrive due to factors within your control (e.g. providing the wrong shipping address)
  • you change your mind after purchasing and you did not contact us within 24 hours to cancel your order
  • your dog damages or destroys the toy 
  • we have already sent a replacement item

*You can submit refund requests within 15 days after the guaranteed period for delivery (45 days) has expired. You can do it by sending a message on Contact Us page.

We offer a money back guarantee on Premium Collagen if it you don't see results after 90 days of consistent use. If you have used Premium Collagen for 90 days and don't see improvement, we will refund 100% of your most recent order.