FAQ

  • Orders and Returns
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When will I receive my order?

North Island deliveries are usually received 1-2 business days following dispatch,  South Island deliveries are within 2-5 days.  The majority of international orders should be received within 10 business days following dispatch.

All orders are processed within 1-2 business days.  Your order will be sent using NZ Post for domestic orders, and DHL for international orders. 

North Island deliveries are usually received 1-2 business days following dispatch,  South Island deliveries within 2-5 days.  The majority of  international orders should be received within 10 business days following dispatch.

Please note that orders are not shipped or delivered on weekends or public holidays.  If we are experiencing a high volume of orders, shipments may be delayed by a few days. If there will be a significant delay in the shipment of your order, we will contact you via email or telephone.

Read more about our shipping policy here: https://scienceresearchwellness.com/policies/shipping-policy

Will I have to pay tax/duties for my order?

Your country of residence may charge duties on international orders. As these rules differ by country and are updated regularly we cannot advise you on the policy of your country of residence.

Your country of residence may charge duties on international orders. As these rules differ by country and are updated regularly we cannot advise you on the policy of your country of residence. We suggest checking in with your local government website to make sure you won’t be charged.

Unfortunately, SRW cannot take responsibility for, or provide refunds for change of mind as we must pay to return the goods to New Zealand. If your parcel arrives and you decide not to pay duties we cannot provide you with a refund sorry.

 

You can read more about our shipping policy here: https://scienceresearchwellness.com/policies/shipping-policy

Do you accept international orders?

Unfortunately at this time, we are unable to ship to Iran, Iraq, Japan, or North Korea. 

Yes, we are able to process orders from most countries across the globe. 

Unfortunately at this time, we are unable to ship to Iran, Iraq, Japan, North Korea or Spain. 

We do ship to China mainland however please be aware that some orders are stopped by customs at the border which may cause delays.

 

Please also ensure you are aware of the duties and taxes charged in your nomiated delivery location. You can read more about our shipping policy here: https://scienceresearchwellness.com/policies/shipping-policy

What are your shipping charges?

Orders over NZD$200 qualify for free shipping

Orders over NZD$200 

Free shipping globally. 

Orders under NZD$200

New Zealand: $7.50 shipping charge

International: calculated at checkout and are based on shipping zone and weight.  

 

You can read more about our shipping policy here: https://scienceresearchwellness.com/policies/shipping-policy

How does the Money Back Guarantee work?

If you are not satisfied with our product after 90 days of taking our supplement range, you may request a refund.

We give all first-time purchasers a Money Back Guarantee on their initial purchases only.

Initial purchases are defined as the first three orders of the relevant product, purchased for three consecutive months, or a one off purchase of three months supply of the relevant product. Please refer to the conditions below.

If you are not satisfied with our product after 90 days of taking our supplement range, you may request a refund.

The Money Back Guarantee applies when all the below conditions are met:

  • You are a consumer, as defined in the Consumer Guarantees Act 1993;
  • It is your or your household’s first time purchasing SRW supplements from our website;
  • You have taken the SRW supplements that you purchased from our website for 3 months continuously, as directed on the label, until the containers are empty;
  • Your refund claim, maximum 3-month supply, is submitted within 4 months as of the date of your order; and
  • You have provided relevant information, and followed the instructions regarding the courier and refund request process, as set out below.

To claim your refund:

  • You must return the empty containers (3-month supply) to SRW Laboratories Ltd, Level 2, 111 Carlton Gore Road, Newmarket, Auckland via a courier service that requires a signature for delivery. We cannot refund you for items that are not returned to us or are lost in the mail.
  • You must provide your full name, address, and order number via email to hello@srw.co.

Once your containers are delivered to us, we will refund you the full price of the product minus the shipping costs to the account used for purchase. Please allow 30 business days to receive the refund.

For the avoidance of doubt, our Money Back Guarantee:

  • Does not apply to subsequent purchases.
  • Is limited to one guarantee per product, per household.
  • Only applies for online purchases via srw.co

We reserve the right to refuse a refund if our conditions have not been met.

What is your refund policy?

Due to the nature of our products we are unable to offer a refund or exchange for change of mind.

Due to the nature of our products we are unable to offer a refund or exchange for a change of mind. We have a duty to our customers to deliver untampered, safe products and unfortunately we cannot guarantee this once if an item is returned to us. If there is something wrong with your order please contact us and we will help to resolve the situation. 

You can read more about our terms of service here: https://scienceresearchwellness.com/policies/shipping-policy

Can I buy SRW products in my currency?

Available currencies are NZD, AUD and USD only.

When you visit our website, your location will be identified from the IP address of the device you are using.

If you are based in Australia or the United States then the price of products will default to AUD or USD, respectively.  You will see the following website pop up to confirm which currency applies.

For all other countries, including New Zealand and international customers, the price will default to NZD only.