Return, Refund & Warranty Policy

Effective Date: March 2026  |  New Zealand Customers

At VitaSmile, we stand behind every VitaStream product we sell. This policy sets out your rights and our obligations when you purchase from us at vitasmile.online. It operates in addition to — and does not limit — your rights under the Consumer Guarantees Act 1993 (CGA) and the Fair Trading Act 1986 (FTA).

 

We offer a 90-day return option on all VitaStream products purchased from vitasmile.online. If you are not satisfied with your purchase for any reason, you may return it within 90 days of your original purchase date.

 

1.1  Eligibility Conditions

To be eligible for a return under this option, the following conditions must be met:

•       The return request is made within 90 days of the original purchase date.

•       You provide valid proof of purchase (order confirmation email or tax invoice).

•       The product is returned in a reasonable condition, with no damage beyond normal use.

•       All original accessories, interchangeable tips, and included components are returned.

 

1.2  Restocking Fee

A restocking fee of 20% of the original purchase price will be deducted from your refund on all accepted returns made under the 90-day return option.

 

Example: If you paid NZD $100 for your VitaStream product, your refund after the 20% restocking fee would be NZD $80.

 

Important: The restocking fee does not apply where a return is required due to a product fault or failure to meet a guarantee under the Consumer Guarantees Act 1993. See Section 3 for your CGA rights.

 

1.3  Return Shipping Costs

Customers are responsible for all return shipping costs when returning a product under the 90-day return option. We recommend using a tracked courier service, as VitaSmile is not liable for items lost or damaged in return transit.

 

Exception: If you are returning a product due to a defect or CGA failure, VitaSmile will cover reasonable return shipping costs. See Section 3.

 

1.4  How to Initiate a Return

To initiate a return, please follow these steps:

•       Email us at estorepower8@gmail.com with your order number, name, and reason for return.Step 1:

•       We will respond within 2 business days with your Return Merchandise Authorisation (RMA) number and our Auckland return address.Step 2:

•       Package your product securely and write your RMA number clearly on the outside of the parcel.Step 3:

•       Ship the item to our Auckland address at your cost using a tracked courier service.Step 4:

•       Once received and inspected, we will process your refund (minus the 20% restocking fee) within 5–10 business days to your original payment method.Step 5:

 

Our physical return address is located in Auckland, New Zealand. The full address is provided upon request when you contact us at estorepower8@gmail.com.

 

Every VitaStream product is covered by a 90-day warranty from the date of purchase against defects in materials and workmanship under normal use.

 

2.1  What the Warranty Covers

•       Manufacturing defects in materials or workmanship.

•       Functional failures that occur under normal, intended use (e.g., battery failure, motor defects, leaking due to manufacturing fault).

•       Components that fail to perform as described in the product specifications.

 

2.2  What the Warranty Does Not Cover

•       Damage caused by misuse, dropping, accidents, or unauthorised modification.

•       Damage caused by failure to follow the care and usage instructions provided.

•       Normal wear and tear, including consumable components such as replacement tips and nozzles.

•       Damage caused by exposure to conditions outside the product's rated specifications.

•       Products purchased from unauthorised third-party resellers.

 

2.3  Warranty Remedies

If your VitaStream product develops a covered defect within the 90-day warranty period, VitaSmile will, at its discretion:

•       Repair the product at no cost to you; or

•       Replace the product with the same or equivalent model at no cost to you; or

•       Issue a full refund of the purchase price.

 

No restocking fee applies to warranty claims. Return shipping costs for valid warranty claims will be covered by VitaSmile.

 

2.4  How to Make a Warranty Claim

To make a warranty claim, email us at estorepower8@gmail.com with your order number, a description of the defect, and photos or video evidence where possible. We will assess your claim and respond within 2 business days.

 

Note: The 90-day warranty operates in addition to — and does not limit — your rights under the Consumer Guarantees Act 1993, which may extend beyond 90 days depending on the nature of the product and the failure.

 

Your rights under the Consumer Guarantees Act 1993 apply to all VitaStream products purchased for personal or household use and cannot be contracted out of or waived by any policy.

 

3.1  Statutory Guarantees

Under the CGA, VitaStream products are guaranteed to:

•       Be of acceptable quality — fit for purpose, free from defects, safe, and durable for a reasonable period of time.

•       Be fit for any particular purpose you made known to us before purchase.

•       Match the description provided on our website and packaging.

•       Be supplied by a person with a legal right to sell them.

 

3.2  Remedies for CGA Failures

If a VitaStream product fails to meet a CGA guarantee, your remedy depends on the nature of the failure:

 

Minor Failure:

•       VitaSmile will repair the product within a reasonable time at no charge. If we cannot do so, you may choose a replacement or a refund.

 

Major Failure:

A failure is major if the product would not have been bought had the failure been known, is substantially unfit for purpose and cannot be fixed in a reasonable time, is unsafe, or differs significantly from its description.

 

In the case of a major failure, you may:

•       Reject the product and receive a full refund; or

•       Reject the product and receive a replacement of the same or better value; or

•       Keep the product and receive compensation for the reduction in its value.

 

Important: No restocking fee applies to returns made under the CGA. VitaSmile will also cover your reasonable return shipping costs for CGA-based returns. CGA rights exist for as long as a reasonable person would expect the product to last — there is no fixed time limit.

 

VitaSmile is fully committed to compliance with the Fair Trading Act 1986. We do not engage in misleading or deceptive conduct, and all product descriptions, specifications, pricing, and marketing claims at vitasmile.online are accurate and not misleading.

 

If you believe you were misled or that a false representation was made about a VitaStream product, you are entitled to a remedy. Please contact us at estorepower8@gmail.com in the first instance. You may also contact:

•       Commerce Commission: www.comcom.govt.nz | 0800 943 600

 

The following are not covered under our 90-day return option or 90-day warranty (though your CGA rights may still apply independently):

•       Products returned after 90 days of purchase under the commercial return option.

•       Damage from misuse, accidents, or failure to follow care instructions.

•       Consumable items such as replacement tip packs (unless faulty).

•       Products purchased from unauthorised resellers.

•       Products with removed or altered serial numbers.

 

Nothing in this policy limits or excludes any right or remedy you have under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.

 

Replacement tip packs and accessories are subject to the following:

•       Unopened replacement packs may be returned within 30 days of purchase for a refund (minus the 20% restocking fee and return shipping at your cost).

•       Opened or used consumable tip packs are non-refundable unless faulty, in which case your CGA rights apply in full.

 

For all return requests, warranty claims, or general enquiries, please contact the VitaSmile team:

 

•       Email: estorepower8@gmail.com

•       Website: vitasmile.online

•       Response time: Within 2 business days

•       Returns address: Auckland, New Zealand (full address provided on request via email)

 

For independent consumer advice or to escalate a complaint, you may also contact:

•       Consumer NZ: www.consumer.org.nz

•       Consumer Protection (MBIE): www.consumerprotection.govt.nz

•       Commerce Commission: www.comcom.govt.nz

•       Disputes Tribunal: www.disputestribunal.govt.nz