This policy explains what happens if something goes wrong with your order. It forms part of our Terms of Sale. Nothing in it takes away rights you have by law that can't be excluded by contract (see section 9).
At a glance
Change of mind: no returns or refunds.
Arrived damaged, wrong, short or with a quality problem: free replacement, or a refund where the law requires one.
Lost in transit: free replacement, or a full refund if you prefer.
Wrong address, refused or not collected: you pay the cost of sending it again.
1. Change of mind
AllDeer products are supplements you swallow. For hygiene and safety reasons, once an order is paid we don't accept returns or give refunds because you've changed your mind, for example if you picked the wrong product, ordered too many, found it cheaper elsewhere, or don't like the capsule size or smell.
Supplements affect everyone differently, and we don't promise any particular result. Not noticing the effect you hoped for isn't, on its own, a fault with the product.
A reaction to an ingredient listed on the label isn't a product fault, but please stop taking it, get medical advice and tell us. We follow up every report. Please read the product label and our health and safety notes before you order.
2. Cancelling before dispatch
If you contact us before we've dispatched your order, we may, at our discretion, cancel it and refund what you paid less any non-refundable payment processing fees. Once an order has been dispatched, it can't be cancelled.
3. Damaged, wrong, missing or faulty items
How to tell us. When your parcel arrives, please check the outer packaging and the seal on each bottle. If something's wrong, message us on WhatsApp or email as soon as you can with:
your order reference (for example AD-XXXXXX);
a short description of the problem;
clear photos of the item, the outer packaging and the label (showing the batch number and expiry date).
For transit damage, wrong items or missing items, please tell us within 7 days of delivery if you can, and keep the original packaging so we can claim from the courier. Telling us later doesn't remove your legal rights, but it can make it harder for us to confirm what happened. If a seal is broken when the parcel arrives, don't take the product; contact us first.
What we'll do.
Minor problems: we choose the remedy, which is normally a free replacement of the affected item, or a refund for that item if we can't replace it.
Serious problems (a reasonable person wouldn't have bought the item if they'd known about the problem, or it's unsafe): you choose a replacement or a refund for the affected item.
Wrong or missing items: we send the correct or missing item free of charge.
Because international postage is expensive, we usually won't ask you to send anything back. If we do, we'll tell you how and pay the return postage. Please keep the item until we've confirmed the outcome of your claim.
Refund amounts. Refunds are for the amount you actually paid for the affected item. If it was part of an offer or bundle, the refund is worked out pro rata on the discounted price; free items have no cash value. If a whole order is refunded because of a serious problem or loss, we refund the shipping too.
4. Lost or late parcels
We carry the risk of loss or damage until your parcel is delivered to your address. If it hasn't arrived 10 working days after the estimated delivery date, let us know and we'll trace it with the carrier. If it's confirmed lost, we'll send a free replacement; if you'd rather not wait for one, or we can't send one, we'll refund you in full, including shipping.
If tracking shows the parcel was delivered to the address you gave us (or to a locker or collection point you chose), it counts as delivered. If you can't find it, please check with your household, neighbours or building management, then tell us as soon as possible; we'll open an investigation with the courier and act on its outcome.
5. When we don't replace or refund
Unless the law requires otherwise, we don't replace or refund:
change-of-mind requests (see section 1);
parcels returned to us because the address or phone number you gave was wrong, or because the parcel wasn't collected or was refused. We'll send it again once you've paid the new shipping cost; if you don't want it sent again, we'll refund the price of the goods less the original shipping, the cost of returning it to New Zealand, and payment processing fees;
parcels held, returned or destroyed by customs because information you gave us was incorrect;
problems caused after delivery by misuse, poor storage (such as heat or humidity), taking the product after its expiry date, or tampering;
normal batch-to-batch differences in the colour or smell of natural ingredients, or packaging design updates;
claims we reasonably believe are false or abusive.
6. How refunds are paid
Refunds go back to the way you paid: card payments are refunded through Stripe to the same card, and FPS payments to the account they came from.
We process refunds within 10 working days of approving them. When the money reaches you depends on your bank.
We refund the amount we received, in the currency you paid in. Exchange-rate changes, and currency conversion or overseas transaction fees charged by your bank, are outside our control.
7. Card disputes
If something's wrong, please contact us first; most problems are sorted within a few days. If you open a dispute (chargeback) with your bank without contacting us, we'll give the bank your order record, delivery tracking and our messages with you.
8. Partner and resale orders
This policy covers retail orders for personal or household use. Partner and resale orders are covered by the partner terms, and unsold stock can't be returned.
9. Your legal rights
Nothing in this policy limits or excludes rights you have by law that can't be excluded by contract, including under New Zealand's Consumer Guarantees Act 1993 and Fair Trading Act 1986 and, where they apply, Hong Kong laws such as the Sale of Goods Ordinance (Cap. 26), the Control of Exemption Clauses Ordinance (Cap. 71) and the Trade Descriptions Ordinance (Cap. 362). If this policy conflicts with those laws, the law applies.