Refund policy

Return & Refund Policy

Effective from 1 September 2023 – Heal and Charge New Zealand

At Heal and Charge New Zealand, we take pride in the quality and energy integrity of our handcrafted Koo-gan devices and wellness tools. This policy outlines your rights and our responsibilities regarding returns, refunds, and exchanges, in accordance with New Zealand consumer law.

1. Return Window

You may request a return within:

7 days of receiving your item.

Requests made outside these timeframes may not be accepted.

2. Eligibility for Returns

Returns are accepted under the following conditions:

The item is faulty, damaged during transit, or significantly different from its description.
Customised products are non-refundable unless found to be faulty.
Limited edition and final sale items are non-returnable and non-refundable unless the product is proven to be faulty or not as described.
As our products are handcrafted using resin, minor imperfections such as small bubbles on the surface or within the product may occur. These are a natural part of the handmade resin process and do not affect the product’s function or energy properties. Such features do not qualify as faults or defects for the purpose of returns or refunds.
We do not offer returns for change of mind.

3. Conditions for Return

All returned items must:

Be unused and in their original packaging;
Include all accessories or inserts provided;
Be returned using a trackable courier service.

You must provide clear unboxing video footage and detailed photographs as evidence for assessment of damage or defect.

4. Return Process

To initiate a return:

Email us at info@healandcharge.co.nz within the applicable return period (7 days).
Include your order number, reason for return, and photo/video evidence.

We will assess your claim and respond with next steps.

Shipping costs for returns are your responsibility unless the product is confirmed faulty.

5. Refunds and Replacements

For eligible returns, we will offer a repair, replacement, or full refund, in accordance with the Consumer Guarantees Act 1993.

Refunds will be issued to the original payment method and processed within 7 business days of approval.

Please note: The time it takes for the refunded amount to appear in your account is outside our control. This duration may vary depending on the payment provider, your bank, or processing times set by government agencies (particularly in the case of international customers). Heal and Charge New Zealand accepts no liability for delays caused by third parties or circumstances beyond our control.

6. Vouchers and Promotional Discount

6.1 Use of Vouchers

Cash vouchers and promotional discount vouchers issued by Heal and Charge New Zealand are subject to specific terms and conditions. These vouchers must be redeemed in accordance with any expiry dates, usage restrictions, and other limitations communicated at the time of issue.

6.2 Non-Refundable Nature

Vouchers, including promotional discount vouchers, are non-refundable and cannot be exchanged for cash or credit, except where required by law or if a product purchased using a voucher is faulty or not as described.

6.3 Impact on Refunds

If a product purchased using a voucher is eligible for a refund under this Returns and Refunds Policy, the refund will be processed according to the original payment method. For products purchased with a promotional voucher, a replacement product will be provided or the voucher may be reissued with the same expiry date, as appropriate.

6.4 Lost or Stolen Vouchers

Heal and Charge New Zealand is not responsible for lost, stolen, or expired vouchers. Vouchers cannot be replaced or refunded under such circumstances.

7. Return Shipping Costs

If your return is accepted due to product fault or damage, reasonable return postage costs will be refunded upon submission of valid proof of postage.

For all other return reasons, shipping costs are at your expense.

8. Inspection & Refusal

We reserve the right to reject returns if:

The item was misused or damaged through improper handling;
The return lacks sufficient evidence (e.g. no unboxing video/photos);
The product has been altered or used.

9. Contact Us

To initiate a return or request assistance, please contact: info@healandcharge.co.nz Include your name, order number, and all relevant evidence.

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