Refund policy

This policy outlines the conditions under which you may return a product purchased from ASN Online, and how refunds are handled. Please read carefully to ensure you are eligible before returning any item.

In all cases, it is the purchaser's responsibility to ensure the product is correct prior to opening and/or using.

All products are sold on the basis that the customer has sought advice from their doctor and researched the suitability of the product before purchasing. ASN Online accepts no liability for the use or misuse of any products sold.

  • Proof of purchase is required.
  • Customers must contact ASN Online by phone or email before returning any items.
  • To be eligible for a return or refund, your item must be unused and in the same condition that you received it.
  • You must contact us within 14 days from the date you received the item(s) to be eligible for a return or exchange.
  • We cannot offer returns or refunds due to the flavour, consistency, mixability of products, or change of mind.
  • Clearance items, gift cards, sale items, and free gifts, including short expiry date products and products marked as defective or hardened, are not able to be returned.
  • You will be responsible for paying for your own shipping costs when returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Items will only be replaced if they are defective, damaged, or if you were sent the wrong product. To start a return, please contact us at support@asn.co.nz with your order number, the item(s) you wish to return, and the reason for the return. Our team will guide you through the next steps.

Requirements: We will require your products to be sent back to ASN Online, 333 Church St, Palmerston North, New Zealand, 4410. Once your return is received and inspected, we will notify you of the approval or rejection of your refund. Approved refunds will be processed within 5 business days, and a credit will automatically be applied to your original payment method.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Faulty Products

If a product is faulty it must be returned within 14 days. Where possible, the NZ distributor will be consulted and may require the item to be returned to them for checking.

  • If the product is found to be faulty, the customer will be reimbursed for their shipping costs (cost of sending to ASN Online).
  • If the product is found to have no faults, the original product will be returned to the customer.
  • If a product is returned in a used condition, we reserve the right to deny a refund and the original product will be returned to the customer.

Nothing in this policy overrides your rights under the New Zealand Consumer Guarantees Act 1993. If a product is faulty, not fit for purpose, or not as described, you are entitled to a repair, replacement or refund under the Act.

Unopened Products

With prior approval, the customer can return a product to us for a refund or exchange, within 14 days and at their cost, provided the item is unopened and able to be resold.

  • After the product has been inspected, a refund will be processed, minus shipping costs.
  • We reserve the right to charge a restocking fee of 15%.
  • All products will be checked once received at our warehouse.

Due to the nature of our products and in the interests of health and safety, prior approval must be obtained before any items are returned.

Return/Refund Exemptions

All clearance products or products marked as defective or hardened are unable to be returned, refunded or exchanged. Several other types of goods are also exempt from being returned. These include gift cards and sale items. Only purchase these items if you understand and accept that we cannot take returns on them.

Order Cancellation

You may cancel your order any time prior to shipping for a full refund, either as a store credit or back to your card or bank. Please email or call us as soon as possible, as we operate a same-day packing service. Please note, if a refund is issued back to your card or bank account, a restocking fee may apply to cover card processing fees.

Undeliverable Packages

We rely on you to enter your address details correctly. If an order is returned to ASN Online because the courier has been unable to deliver, additional shipping charges will apply before an order is re-shipped.

Last updated: February, 2025