Return and Refund

Return Policy

We want you to be completely satisfied with your purchase. If you are disappointed with the quality of your order, if we have not sent out the correct item, or you found any product defects, please contact us within fourteen (14) days of purchase (day order received) via phone: +647 838 9004 or email

Note that no refund is payable if none of the above applies.

We accept returns under the following conditions:

  • the product must be in its original condition (unopened and unused)
  • all packaging including cellophane wrapping, manufacturer’s security seals and tamper-resistant seals must be intact.
  • the product must be presented with proof of purchase such as an invoice or payment receipt.

How to make a return:

  1. Contact us via phone or email.
  2. Detail the items you wish to return and tell us the reason for the return. Please provide your order number or tracking number.
  3. Once your request has been authorised we will ask you to ship the product back to us. No products will be accepted for return without prior authorisation.
  4. Please pack your parcel with care, so that products are not damaged in transit. We will not be able to accept products that have been damaged as a result of the return trip. Please enclose the original invoice or write your name and order number on the outside of the parcel.
  5. Consider using a carrier that offers both traceability and insurance.

Return Address:

25 Joffre Street, Frankton
New Zealand

Please Note:

  • Allow up to ten (10) working days for your parcel to reach us.
  • Returned items will be processed within five (5) working days of receipt.
  • Any refunds will be made in the original method of payment, excluding delivery costs. For more information please read our Refund Policy.
  • Samples of the product are not returnable.
  • Sorry, but we are unable to provide any refunds or exchanges when NaturVital products are purchased through one of our vendors.
  • You are responsible for paying any postage or shipping costs incurred when returning the product.
  • In the event that products are being returned because of fault (damage, wrong order), Na-Vida Distributors Ltd ( will be responsible for postage costs. These costs will be reimbursed to you on receipt of the returned goods. Na-Vida Distributors Ltd ( reserves the right to request photographic proof of damage caused to items before offering a refund.

If you have any questions please feel free to contact us via phone at +647 838 9004 or email

Refund Policy

Refund will be processed within 5 (five) working days of being approved. PLEASE NOTE: Sale items or Gift cards/vouchers cannot be refunded.

Once your return is received and inspected, we will send you a notification via email. We will refund the purchase price of a returned product as well as the cost of standard or recorded postage incurred returning a product, if incorrectly sent by us or where the product has been returned due to a defect.

We will not issue refunds for any items lost or stolen in transit to us. Where a return is lost or stolen in transit to us, you should claim compensation from the company that shipped the return.

Any refunds will be made in the original method of payment within a certain amount of days. If you haven’t received a refund yet, first check your bank account again or contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at