Our Policies

Under the CGA, all products sold in New Zealand must be of acceptable quality, fit for purpose, and match their description. If a product fails to meet these guarantees, you are entitled to:

A full refund or replacement of your choice for a major failure, plus compensation for any reasonably foreseeable loss. For a minor failure, a repair or replacement within a reasonable time — and if we cannot do so, you are entitled to a refund.

These rights cannot be excluded by any policy or terms of sale.

If your product arrives damaged, defective, or is not what you ordered, we will make it right at no cost to you.

Contact us within 7 days of receiving your order at hello@element3.co.nz . Include your order number and a photo of the issue. We will respond within 2 business days with a resolution — either a replacement or a full refund, including any shipping costs you incurred.

You will not need to return the damaged or incorrect product unless we specifically request it (and if we do, we will cover return shipping costs).

We accept change-of-mind returns subject to the following conditions:

You must contact us within 30 days of receiving your order. Products must be unopened, unused, and in their original packaging. You are responsible for the cost of return shipping.

We will issue a refund for the product price (excluding original shipping costs) once we receive and inspect the returned item.

For health and safety reasons, we cannot accept returns of opened or partially consumed supplement products for change-of-mind returns. This does not affect your rights under the CGA if the product is faulty.

If you experience an adverse reaction to any of our products, please stop using the product immediately and consult your healthcare professional.

Contact us at hello@element3.co.nz with your order number and details of the reaction. We will review each case individually and may offer a refund or exchange at our discretion, even if the product has been opened. We take adverse event reports seriously and will investigate all reported cases.

If required, we will report adverse events to the appropriate regulatory authorities (e.g., Medsafe’s Centre for Adverse Reactions Monitoring).

You can cancel, pause, or modify your subscription through your account dashboard or by emailing hello@element3.co.nz .

If you cancel before your next subscription order has been dispatched, you will not be charged. If your order has already been dispatched, it is treated as a standard order and you may return it under the change-of-mind policy (provided it is unopened).

There are no penalties or fees for cancelling your subscription.

Refunds are issued to the original payment method used at checkout. Once approved, refunds are processed within 5 business days. Please allow an additional 3–5 business days for the refund to appear on your statement, depending on your bank or payment provider.

You will receive an email confirming your refund has been processed.

If you would like to exchange a product for a different variant or SKU, please contact us at hello@element3.co.nz . Exchanges are subject to product availability and the same conditions as change-of-mind returns (unopened, within 30 days).

If the replacement product is a different price, we will charge or refund the difference.

Free gifts, promotional items, and bonus products included with your order are non-refundable. If you return the qualifying product for a refund, any free gifts must also be returned in unused condition.

For any returns, refunds, or product concerns, please contact us:

Email: hello@element3.co.nz Subject line: Return Request — [Your Order Number] Response time: Within 2 business days

Element3 Limited 9 Anglesea Street, Auckland 1011, New Zealand NZBN: 9429053412805