We accept returns, refunds and exchanges within 7 days of receiving your item, subject to the conditions below. To start a return, please email [email protected] with your order number and invoice details, and we will review your request and reply with instructions. Please do not send items back before we have approved the return. Once your package arrives at our warehouse, we will process your refund promptly.
Return Conditions
- Returned goods must be unopened, unused, undamaged, and in their original packaging with the safety seal intact. Because supplements are consumable products, opened or used items cannot be returned.
- Items marked as non-returnable at the time of purchase, and free gifts, cannot be returned.
- Returns sent without the postage being paid will not be accepted.
- For change-of-mind returns, the customer needs to cover the return postage.
- If an item arrives faulty, damaged, or is not what you ordered, we will cover the return postage and arrange a replacement or refund.
- Before sending out your return, please check it again. We will not be responsible for the return of items not purchased from our site.
Clearance items: Products in the Clearance category are not eligible for change-of-mind returns or refunds. This does not apply to items that are faulty, damaged, or incorrectly supplied.
Exchanges
If you would like a different flavour or size, email us within 7 days of receiving your order. Exchanges are subject to stock availability and the same return conditions above. If the item you want is unavailable, we will issue a refund instead.
Refund Method
Refunds are processed to your original payment method. If you would prefer store credit to your ProBuilder account, let us know in your return request.
Refund Process Time
After your package is received and checked, returns are processed within 5 business days. This is an estimated timeframe, and most refunds are processed sooner.
- Original payment method: refunded within 7 working days of processing, depending on your bank’s or payment provider’s timeframe.
- Store credit (if requested): available in your account within 24–48 hours and can be used on anything on the website, excluding sale items.
A confirmation email will be sent to you as soon as your refund has been processed.
Note: For change-of-mind returns, there is no reimbursement of the original shipping cost or insurance.
Contact
(+64) 9 872 6009
At ProBuilder, our Returns, Refunds and Exchanges policy is designed to be clear, fair and transparent for customers across New Zealand. This page explains how to request a return, when refunds apply, and the conditions for exchanging an item. By reviewing these guidelines before contacting our team, you will understand processing timeframes, the order details we need, and how we handle approved cases.