Returns and Refunds

If you have ended up on this page because an item you bought from our Online store or your Monthly Subscription is causing you problems, then we are very sorry – you will find all the answers below to help get you back on track. If you are just checking us out before placing an order then read on – you will hopefully gain comfort from knowing that we want your ONEPURE experience to be positive and will do everything we can to make sure that happens, even when things go wrong. ONEPURE RETURNS AND REFUNDS POLICY We established this Returns and Refunds Policy to ensure things run smoothly and consistently. When you make a claim we ensure you are treated fairly, replied to promptly and once your claim is validated we make the payment back to your card, or issue a Gift Voucher as appropriate, within 14 days but usually much sooner. All products listed on our Online store are covered by our Returns and Refunds Policy, giving you peace of mind when ordering. The Consumer Guarantees Act provides the basis for our returns policy. Faulty, Damaged or Incorrect Goods Returns The Consumer Guarantees Act sets out minimum standards for goods sold on our online store. If you are unhappy with your purchase for any reason you should contact ONEPURE to raise your concerns and we will do our best to remedy the situation to your satisfaction. Please contact ONEPURE directly by email on our contacts page. Faulty Goods Our product meets the highest food safety quality standards in New Zealand and is bottled from source, with your hands being the first to ever touch our pure artesian aquifer water but there is always the possibility that a product is delivered with a fault or develops a fault later on. Under the Consumer Guarantees Act, in the event that goods sold are deficient or are faulty, the seller has the right to repair, replace or refund the product. Please follow the procedure below to return the product for inspection. Damaged Goods We package the products carefully and send them using an appropriate delivery method, so, you can expect your order to arrive in perfect condition. Very occasionally a parcel may get squashed and the contents inside suffer some damage. If you suspect your product has been damaged during delivery, please do not throw away the parcel or cover in which the product came as the courier may need to inspect it. Follow the procedure below to organise a replacement product. Incorrect Goods If you have received the wrong product, we apologise for the inconvenience. You are more than welcome to an exchange or refund – contact ONEPURE directly by email on our contacts page. We will happily organise an exchange once the incorrect item has been returned in a re-saleable condition. HOW TO MAKE A RETURN Contact ONEPURE you must advise us within 7 days of receipt of the goods, which you wish to return or exchange a product. The best way to do this is to email us directly by email on our contacts page with your order number. This will send a message linked to your order that we will respond to as soon as possible. We will send you clear instructions explaining what to do including how to return the product. Follow these instructions to package the item and send it back within 14 days. For a valid claim under this section ONEPURE will either send out a replacement product, provide you with equivalent value gift voucher, or offer a full refund at ONEPURE discretion. Where your return results in a refund rather than product replacement your total refund will be the cost of the original product purchased together with any associated initial delivery cost. We will make the refund to your original card, or re-issue Gift Vouchers, no more than 14 days after your return is finalised. GENERAL Please do not destroy or throw away any product, even if it’s faulty, before you have contacted ONEPURE as this will affect any refund you may be entitled to. Please note that you are liable for any loss in value of the product resulting from the handling of the product in any way while you are responsible for it (this includes, in the context of a return, when the product is in transit back to the seller). Where you return a product that was purchased using a gift voucher any refund due to you will be made in the form of a new gift voucher. If you have any further questions about this Returns and Refunds Policy, please contact us directly.
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