This policy is provided in accordance with the Consumer Guarantees Act 1993 (CGA) and the Fair Trading Act 1986 (FTA), and applies to all purchases made from PEDTest New Zealand.

1. Your Rights Under the Consumer Guarantees Act 1993

Our goods come with guarantees that cannot be excluded under New Zealand law for personal or household purchases.

If a product has a failure of a substantial character, you are entitled to reject the goods and choose either a replacement or a full refund. A failure of a substantial character occurs when the product:

Is substantially unfit for its common purpose

Is unsafe

Is significantly different from its description or sample

Would not have been bought by a reasonable consumer had they known about the fault

If the fault is minor and can be repaired within a reasonable time, we may choose to repair the item, replace it, or refund your money.

Note on Test Results: Kit results can be affected by user error, sample impurities, or environmental contaminants. If you are unsure or dissatisfied with a result, please contact us to discuss your testing procedure. Nothing in this policy limits or excludes your statutory rights under the Consumer Guarantees Act 1993.

2. Change of Mind Returns

Under New Zealand law, businesses are not required to provide a refund or exchange if you simply change your mind. Due to health, safety, and product integrity reasons regarding chemical testing reagents and physical consumables, we do not accept change-of-mind returns.

This includes, but is not limited to:

Incorrect purchases or ordering the wrong item

No longer needing or wanting the product

Carrier delivery delays where the item is still in transit

Kits past their 3-month shelf life (whether used or unused)

This restriction applies unless a return is otherwise required under the Consumer Guarantees Act 1993.

3. Faulty, Damaged, or Incorrect Items

If you receive an item that is faulty, damaged in transit, or incorrect (wrong item supplied), please contact us within 7 days of receiving your order and provide:

Your order number

A description of the issue

Clear photos or video evidence where applicable

We will assess your claim promptly and, where required under the CGA, provide a replacement, refund, or remedy.

4. Testing Kits & Consumable Products

To ensure safety and hygiene across all chemical products:

Opened, used, or tampered kits: Cannot be returned or refunded unless they fail to meet consumer guarantees under the CGA (e.g., defective reagent solution).

Sealed, unused kits: Are only eligible for return if they are faulty, damaged, or incorrectly supplied by us.

5. Refunds

Where a refund is approved under this policy:

Refunds will be processed back to your original payment method.

Processing typically takes 3–10 business days depending on your financial institution.

Original shipping fees are non-refundable unless the return is due to a product fault or dispatch error on our part.

6. Return Shipping

If a return is required due to a fault, transit damage, or an incorrect item, PEDTest New Zealand will cover reasonable return shipping costs as required by the CGA.

Detailed instructions will be provided once your return request is approved.

Please do not send items back without contacting us first.

7. Shipping Coverage & Address Issues

New Zealand Shipping Only: We ship exclusively to valid physical and PO Box addresses within New Zealand. We do not deliver to international addresses.

Delivery Issues: PEDTest New Zealand is not liable for orders delivered incorrectly due to an inaccurate or incomplete address provided at checkout, or delays caused by third-party shipping carriers during transit.

Reshipping Fees: If an item is returned to us due to an address error on your part, additional re-shipping fees will apply to re-send the parcel.

8. How to Lodge a Return or Refund Request

To submit a request, please contact our support team at:

Email: [email protected]

Please include your order number and a detailed explanation of the issue so we can assist you quickly.