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Returns Policy

Unfortunately, we do not accept returns or refunds for 'change of mind,' and due to regulations, we cannot accept returns for any products that have been opened or tampered with. This policy ensures the safety and integrity of all items we ship. If any of our product boxes or jars arrive damaged, please contact us within 2 weeks of receiving your order.


Customer Satisfaction

Your satisfaction is our top priority. If you are dissatisfied with your purchase, please contact us within 2 weeks of receiving your order. We are here to assist you with any concerns or issues you may have.


Customer Care Contact

If you need support or have any questions, feel free to contact our Customer Care team.

Phone number: 0800 005201

Hours: 9am - 5pm ACDT Monday - Friday.


Money Back Guarantee

We give all first-time purchasers a Money Back Guarantee of an initial order of our products. If you’re 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 on 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. L2, 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.


We are committed to ensuring that you have a positive experience with us and will do our best to resolve any issues you encounter.

Thank you for your understanding and support!

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