Return/Refund Policy

Products purchased online from Promisia can be returned using the information below, if you purchased the product through a retailer contact them directly to arrange return/refund.

Proof of Purchase
Please keep your receipt or order number handy while contacting us as it will help us locate your purchase.
Change of Mind
Promisia is happy to offer a return if you change your mind, but also reserves the right to decline a return if the requirements are not satisfied within our policies:
• Must be returned within 7 days of parcel receipt
• Must be in its saleable condition (i.e. product in its original packaging, unopened, unused)
Incorrect or faulty product
Promisia offers a replacement or refund if any products delivered to you are damaged or incorrect.
Incorrect product delivered:
In such a scenario where the product you received is not what you placed an order for then please get in touch with our customer service team within 7 days of parcel receipt. Our customer support, upon looking into the issue will help you to either have the correct product re-delivered at our cost or receive a full refund.
Damaged/Defective product delivered:
In such a scenario where the product you received is damaged or defective please contact our Customer service support within 7 days of delivery with your order number and a description of the condition of the damaged or defective item. Our customer support, might offer to provide one of the below resolutions:
1. Replacement
2. Refund you for the product
If you used your credit card to purchase online, your approved refunds must be processed on the same credit card.
NOTE: All returns will need to be confirmed with us first before returning the products. Unauthorised returns may be refused. No item will be refunded until received by us.
Phone: 0800 995 034
Posting Your Returns:
Level 4, 22 Panama Street, Wellington 6011, New Zealand
Returned products will be checked. The products are your responsibility until they reach us. Please ensure the product is packed in a sturdy and secure manner so as to avoid any damage in transit.
International Orders
Where possible, orders will be dispatched from a local warehouse, otherwise orders will be dispatched via Airmail from New Zealand. Please allow up to 7 days for local deliveries and 14 days for international Airmail delivery. 

Orders will be dispatched once payment is received.

Orders are processed on business days (Monday to Friday). We do not dispatch during weekends and New Zealand Public Holidays. 
Allow extra time during peak delivery times: The holiday season and New Zealand public holidays.