Guarantee and product returns
Your satisfaction is extremely important to us. Any problems will be addressed in a friendly and efficient manner, with your total satisfaction as our over-riding concern.
Return of unwanted products
If you have changed your mind about a Moa’s Ark Natural NZ food or health product and it is in re-saleable condition (unopened, with undamaged packaging) you can return it within 30 days of receipt for a full refund. Please note that any return on Investment Products will be subject to the terms and conditions of that Investment. Third party Products are outside the control of Moa’s Ark Natural NZ and are subject to the third parties return policies.
Please wrap your returned product well (products that have been damaged in transit back to us will not be refunded) and return it to us with your order number as a reference to the following address:
Moa’s Ark Natural NZ Returns
29 Bracken Road
Paparangi, Wellington 6037
Order number: _______
Once your return has been received, a refund will be issued within 10 days and an email confirmation will be sent. Refunds will be issued in the original form of payment.
We endeavour to reflect the full ingredient list on the back of each product on our online shop. Please note though that may be instances only the active ingredients of a supplement are listed on our website and not the inactive ingredients (e.g. fillers, tabletting/encapsulating aids). If you’re concerned about or have a sensitivity to any of the inactive ingredients commonly used in the manufacture of dietary supplements (e.g. silica, cornstarch, magnesium stearate), then we ask that you please check the label of your products carefully before opening them.
We aren’t able to accept returns of opened products due to their containing inactive ingredients you weren’t aware of. Please feel free to contact us directly to enquire about the inactive ingredients of any particular product(s) you’re interested in. We’ll gladly check the label for you and/or put you in touch with the manufacturer prior to your ordering.
Out of stock products
In the case of you placing an order for a product that subsequently becomes unavailable or there is a delay in delivery, we will contact you via email within 24 hours to advise you of the situation.
Occasionally, a product you order may be temporarily out of stock. In this case we’ll contact you promptly to make arrangements to either substitute or delete the item, or hold your order until the item becomes available again. Naturally we’ll refund you for any goods we can’t supply unless you agree to a substitute.
Damaged in transit
We take every care to ensure your goods reach you in perfect condition and accept full responsibility for products damaged in transit. In the unlikely event your goods do not reach you in a satisfactory condition, please contact us.
We will gladly issue you with a refund or arrange a replacement where possible. Please keep any damaged items and packaging in the same condition as they are received, and email us a photo if possible. This can assist us in making a claim to the courier.
Damaged products on international parcels have to be assessed by a post shop near your address and issued with a damage report within 7 days of receipt. We will not be able to refund for damaged products unless we receive a damage report from your country’s postal authority.
Please note: NZ Post’s terms and conditions dictate that an international investigation into a damaged parcel can only be launched within a limited time after a parcel’s dispatch. For us to be able to assist you with regards to a damaged parcel please contact us within 7 days of your parcel’s delivery date. After this time we will unfortunately be unable to assist you.
Lost in transit
We use Fastway’s tracked non-signature delivery service for all packages in New Zealand. We accept full responsibility for packages lost in transit with the courier provided we are notified within 7 days. We will resend your goods at no extra cost under the condition that the original parcel is returned to us if eventually delivered. In the case that it does not turn up a Denial Of Receipt will be sent to you by the Courier investigation team. This declaration is a legal document and must be signed and returned to Fastway so we can make claim with the courier. We send replacement products in full faith that our customers will complete this part of the process.
To have your parcel sent with the signature required-service, please specify this in the ‘Delivery Instructions’ field at check out when placing your order.
Parcels addressed incorrectly – Our address labels are automatically generated from your customer file, and any error in the input of your delivery address is your responsibility. We accept no liability for loss of parcels due to customer’s providing us with an incorrect delivery address.
International customers – we accept no liability for any goods lost in transit outside of New Zealand. Loss of international parcels is covered by New Zealand Post according to their terms and conditions. New Zealand Post provides compensation for successful claims. While we do not provide refunds or replacements for lost parcels we are happy to claim on your behalf for compensation from New Zealand Post and process a refund for you if the compensation is approved. Please contact us if you need us to launch an investigation or claim compensation for you.
Please note: NZ Post’s terms and conditions dictate that an international investigation into a missing parcel can only be launched within a limited time after a parcel’s dispatch. For us to be able to assist you with regards to a missing parcel please contact us within 90 days of your parcel’s dispatch. After this time we will unfortunately be unable to assist you.
Faulty products or incorrect products supplied
We endeavour to provide products in perfect condition and accept full responsibility for products received in faulty condition.
Domestic customers – we will provide a free return bag if a return is required due to a product being faulty or as a result of an error made by us (such as an incorrect item being delivered). Please contact us to arrange this.
International customers – we are unable to resend products overseas. Please contact us so we can arrange a resolution for you.
Change to label or packaging of products
Our suppliers often update the packaging on the products we stock. While we endeavour to ensure the product images on our website are representative of the stocked item you receive, we do not take responsibility for any packaging updates or changes that are not yet showing on our website.
We can cancel and refund a submitted order for you as long as it has not been dispatched. Please contact us as soon as possible to prevent the dispatch of your order. The purchase balance for the cancelled item(s) will be refunded to the same payment method used to place your order. If you have paid with Internet Banking please provide us with your bank account details so the funds can be refunded back into your account.
Customs and import regulations vary widely between countries. Some of the products we sell via this website are prohibited for importation into certain countries. Unfortunately, it’s not possible for us to be aware of all of the regulations specific to any given country. Where we are aware of any particular import restrictions, we endeavour to make note of this on the product detail page.
It’s entirely your responsibility to ensure that any goods which you order are not prohibited/restricted within your delivery country. One Life Group (NZ) Limited accepts no liability for the refund/replacement of any goods or any costs relating to, or arising from, the importation or confiscation of any goods by your countries Customs Office or other government body. Likewise any import duty or tax payable on your order is not our responsibility and is beyond our control.
If your order is returned to us due to banned/restricted products, a wrong address or refusal to pay fees, we will issue you a refund for products that are returned to us in resalable condition. You will be responsible for any return shipping charges and for any additional custom fees for your returned package. Those charges will be deducted from your order total and the remaining balance is the amount that will be refunded.