International Orders Returns
International Returns
Primesupps currently accepts international returns from New Zealand. Orders placed from countries other than Australia or New Zealand are not eligible for return unless required by local law.
Returns from New Zealand
If you ordered from New Zealand and need to return a product:
- Most unopened and unused items can be returned within 30 days of delivery.
- Free return shipping is available on eligible products.
- To begin the return process, contact our team at support@primesupps.com.au.
Return Shipping Options
Once approved, you will receive a prepaid return label via NZ Post or DHL Express. You may choose:
- Carrier Drop-off: Drop the parcel at your nearest NZ Post or DHL location.
- Pickup Service: Request a DHL pickup from your home or business address.
Important: Be sure to include all return authorization documents inside your return package.
If You Are Self-Shipping
In rare cases (e.g. hazardous or restricted goods), you may need to ship at your own expense:
- Use a trackable international courier such as NZ Post or DHL.
- Include all required documentation provided by our support team.
- Save shipping receipts and tracking details for potential reimbursement.
If you're returning a faulty item, we may reimburse up to AU$16 in return shipping costs upon inspection. For higher costs, contact support with your receipt for review.
Refund Processing
- Returns from New Zealand usually arrive within 5–7 business days.
- Refunds are processed within 1–5 business days after we receive your return.
Customs Requirements
When returning items from New Zealand:
- Do not list Primesupps as the exporter on any customs forms.
- The sender (you) must appear as the exporter in all declarations.
If applicable, you may request a refund of customs duties or taxes by submitting related paperwork to our support team for review.
Important Notes
- Returns via unsupported carriers or untrackable methods are not covered if lost.
- Free return eligibility is subject to inspection upon receipt.
- Returns are currently only supported from Australia and New Zealand.
Need Help?
If you have questions or need help returning your international order, please email us at support@primesupps.com.au.