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Customer Service

Vision Products is committed to providing an outstanding level of customer service and satisfaction.

 

Delivery Policy

Delivery times 

New Zealand

Within Auckland City: allow 1-3 working days from placing order. 

Within the North Island: allow 2-4 working days from placing order.

Within the South Island: allow 3-5 working days from placing order.

Australia

East Coast of Australia: allow  3-5 working days from notification of dispatch of order. 

The rest of Australia: allow 8-10 working days from notification of dispatch of order.

Rest of the world

Allow 5-10 working days from notification of dispatch of order.


Delivery charges

Free Shipping terms

NZ & Australia*- free shipping across all product ranges for orders over $100 NZD 

* up to 2kg after which weight based rates apply for deliveries to Australia

South Pacific, USA, Canada, Asia, UK and Europe - free shipping on skin care products only. Order must total over $100 NZD 

Rest of World - international deliveries are charged based on weight to the destination concerned. Shipping costs are shown in the online check out before payment

Standard Shipping terms:

 New Zealand or Australia* - for orders that do not qualify for free shipping, delivery is a flat rate of $5 NZD

* up to 2kg after which weight based rates apply for deliveries to Australia

International deliveries  - for orders that do not qualify for free shipping, deliveries are charged based on weight to the destination concerned. Shipping costs are shown in the online check out before payment

 

Signature required (within New Zealand only)

Our service standard is to have every delivery signed for by the recipient. If there is nobody at the delivery address, a calling card will be left advising that delivery has been attempted.


Tracking your item (within New Zealand only)

If you need to query the delivery status of your order, you can confirm via the track and trace facility provided by our courier company at  www.posthaste.co.nz  or call us on 09 353 7888. Remember to have your ticket number from your confirmation of despatch email handy. 

 

Vision Products Online Ordering Guarantee

We know our products are sensational! If you simply cannot sense the natural freshness and supreme quality unique to our products, then upon receiving them please return to us within 14 days for a full money back guarantee.

(Please provide sales receipt and bank details for a full refund)

 

Cancellation and Returns Policy

It is important for you as a Vision Products customer to be assured that if you are not completely satisfied with your purchase, or simply change your mind, we will be pleased to refund, exchange or repair within the following guidelines:


Proof of Purchase

If you are able to provide satisfactory proof of purchase we will accept your return subject to certain conditions and exemptions.

Proof of purchase could consist of a Vision Products sales docket, credit card or bank statement.

If you are unable to provide proof of purchase Vision Products may at its discretion accept the return. Any information that you can provide regarding when the item was purchased and method of payment will be helpful.
 

Order Cancellation

Orders can be cancelled at any time prior to the despatch of goods at no cost. Cancellations received after despatch will incur a 10% restocking fee once returned to us. All goods need to be returned in the same condition as sold (as detailed below).

 

If You Have Changed Your Mind

If you have simply changed your mind once you have received the product/s we will refund or exchange on most items. If you have proof of purchase, refunds will be given using your original method of purchase. Returns without proof of purchase that we accept will be exchanged for another item of equal value or for a credit note.

For us to accept a return it must be in resalable condition i.e

  • the original tags and labels are still attached
  • the item is in its original packaging (if any)
  • the item is unused, unworn and in the same condition as when it was originally sold


Please note that for personal care items such as skin and hair care the packaging must not have been opened. All returns must be made within a reasonable time after purchase i.e. between 10 and 15 days following dispatch. A 10% restocking fee will apply to all returns of this nature.
 

If The Item Is Faulty

If the item is faulty, not of acceptable quality or does not perform the function for which it is designed, Vision Products will meet or exceed its obligations under the Consumer Guarantees Act 1993. For information on the Act, contact:

Ministry of Consumer Affairs
P O Box 1473, Wellington
Phone (04) 474 2750

www.consumeraffairs.govt.nz

If Vision Products accepts that the goods are faulty, in accordance with the
Act (if the fault is minor) Vision Products will at its option, either:

  • repair
  • replace with identical goods or
  • provide a refund.

If the fault is major, the customer can choose:

  • a refund
  • a replacement with goods of a similar value and type or
  • keep the goods and receive a partial refund.


Vision Products will endeavour to meet the customer’s choice of action but in some circumstances replacement goods may not be available or Vision Products may wish to retain the goods in order to return them to the supplier.
If the goods have been damaged through misuse by the customer or if the damage is normal wear and tear, Vision Products is not obliged to accept the return.
When making a return you will be asked for your name and contact details. Your privacy is respected by Vision Products and this information will be used only in connection with the return and not for any other purpose.

 

Privacy Policy

Our privacy policy protects your email address.

Collection of Information – Vision Products only collects the information needed to conduct our business. We may use your details to contact you regarding your order for reasons such as, but not limited to, failed credit card transactions, incomplete order information and stock availability. You will only receive special offers/promotions via email if you choose to sign up as a Vision Products member, which you can opt out of at any time. We do not sell your details to anyone.

Disclosure – For the purpose of processing your order, we may disclose your details to our payment gateway service provider and postage/courier companies. We may disclose your details where required by law to government or regulatory authorities.

Access to personal information– As required by the Privacy Act 1993, you have the right to access any of your personal details kept by Vision Products.

 

Thank you for shopping at Vision Products