Shipping & Refund
Effective Date: 31 July 2025
Last Updated: 31 July 2025
Business Information
Nine Cups (NZBN 9429051862183)
Address: 8b Saturn Place, Rosedale, Auckland, New Zealand, 0632
Contact: info@nine-cups.com | +64 21 08283825
Export Registration: Registered for international distribution
Shipping Information
Order Processing Times
Botanical Blends (Herbal Teas):
• In Stock: 1-2 business days processing
• Small Batch Production: 3-7 business days (batches of 10-50 units)
• Out of Stock: 7-14 business days for new batch production
• Notification: Customers notified of any production delays
Personalised Herbal Remedies:
• Post-Consultation: 3-5 business days formulation and preparation
• Custom Formulation: Each remedy uniquely created per consultation
• Complex Formulations: Up to 7 business days for intricate blends
• Quality Control: Additional time for NP3 compliance verification
Consultation Materials:
• Digital Resources: Immediate email delivery post-consultation
• Physical Materials: 1-2 business days processing
• Educational Content: Same-day digital delivery
Domestic Shipping (New Zealand)
Standard Shipping:
• Timeframe: 2-5 business days
• Tracking: All packages tracked and insured
• Costs:
• Orders under $130: $10 shipping fee
• Orders $131+: FREE standard shipping
• Rural delivery: Additional $5.00
Express Shipping:
• Timeframe: 1-2 business days
• Cost: $15.00 (all orders)
• Availability: Major centres only
• Tracking: Premium tracking included
Courier Options:
• Standard: New Zealand Post CourierPost
• Express: New Zealand Post FastPost
• Rural: New Zealand Post RuralPost
• Signature Required: All herbal remedy orders
International Shipping
Covered Territories:
• Available: Worldwide except USA and Canada
• Export Compliance: All international standards met
• Documentation: Customs forms and certificates provided
Shipping Timeframes:
• Australia: 5-10 business days
• Europe: 10-25 business days
• Asia: 7-22 business days
• Other Destinations: 10-50 business days
• Customs Delays: Additional 3-10 days possible
International Shipping Costs:
• Orders under $130: $50 standard shipping fee
• Orders $196 +: FREE standard shipping
• All Destinations: Calculated at checkout
• Free Shipping: Available internationally (depends on order)
Important International Information:
• Customs Duties: Customer responsibility
• Import Restrictions: Customer must verify local regulations
• Documentation: Detailed contents declaration provided
• Insurance: All international orders insured
• Tracking: Available for all international shipments
⚠️ CRITICAL: Additional Taxes, Duties & Regulatory Fees
Customer Responsibility for All Import Charges:
• Customs Duties (Таможенные пошлины): Percentage-based fees on product value
• Import VAT/GST: Value-added taxes imposed by destination country
• Excise Taxes: Special taxes on herbal/health products (varies by country)
• Brokerage Fees: Customs clearance processing fees
• Regulatory Compliance Fees: Health product registration/inspection fees
• Quarantine Inspection: Agricultural/botanical product inspection charges
Country-Specific Considerations:
• European Union: VAT (19-27%) + customs duties + potential herbal product regulations
• Australia: GST (10%) + customs duties + TGA (Therapeutic Goods Administration) requirements
• United Kingdom: VAT (20%) + customs duties + MHRA regulations for herbal products
• Canada: GST/HST + provincial taxes + Health Canada natural health product regulations
• Asian Countries: Variable import duties + local health product registration requirements
Regulatory Compliance Charges:
• Health Product Permits: Some countries require import permits for herbal products
• Laboratory Testing: Destination country may require product testing at customer expense
• Documentation Fees: Official translation and certification costs
• Storage Fees: Customs warehouse storage during regulatory review
• Rejection/Return Costs: Full customer responsibility if products rejected by customs
Local Pickup Options
Rosedale Clinic Pickup:
• Address: 8b Saturn Place, Rosedale, Auckland
• Hours: By appointment only
• Booking: Contact info@nine-cups.com or +64 21 08283825
• Notice: 24-hours advance booking required
• Availability: Monday-Friday, business hours
• Cost: FREE for all orders
Pickup Process:
• Order Confirmation: Email notification when ready
• Appointment Booking: Schedule convenient pickup time
• Identification: Photo ID required for collection
• Consultation Products: Available immediately post-consultation
Returns & Refunds Policy
Regulatory Compliance Framework
Our returns policy operates within New Zealand consumer protection and health regulations:
Consumer Rights:
• Consumer Guarantees Act 1993: Full consumer protection rights apply
• Fair Trading Act 1986: Consumer protection standards maintained
• Health & Safety: Returns managed per health product regulations
• Section 32 Compliance: Personalised remedy return restrictions apply
Product-Specific Return Policies
1. Botanical Blends (Herbal Teas)
Returnable Conditions:
• ✅ Unopened Products: 14-day return period from delivery
• ✅ Wrong Item Sent: Full refund/exchange within 7 days
• ✅ Damaged in Transit: Full refund/replacement within 7 days
• ✅ Manufacturing Defect: Full refund/replacement within 30 days
Non-Returnable Conditions:
• ❌ Opened Products: Health and safety regulations prevent returns
• ❌ Used Products: Cannot be returned once consumed
• ❌ Change of Mind: After opening/use (unopened products accepted)
• ❌ Custom Orders: Special requests cannot be returned
NP3 Food Safety Compliance:
• All returned products must meet food safety standards
• Contamination risk prevents opened product returns
• Quality control requirements mandate sealed product returns only
2. Personalised Herbal Remedies
Return Restrictions (Section 32 Compliance):
• ❌ No Returns Permitted: Custom formulations cannot be returned
• ❌ Consultation-Specific: Formulated for individual health needs
• ❌ Regulatory Compliance: Section 32 prevents remedy transfers
• ❌ Safety Reasons: Personalised formulations not suitable for others
Exception Cases:
• ✅ Manufacturing Error: Wrong formulation sent (replacement provided)
• ✅ Damage in Transit: Product damaged during shipping (replacement provided)
• ✅ Labelling Error: Incorrect labelling (replacement provided)
Quality Assurance:
• All personalised remedies subject to quality control before dispatch
• Formulation records maintained per Medicines Regulations 1984
• Customer consultation records support formulation accuracy
3. Consultation Services
Service Refund Policy:
• Completed Consultations: No refunds for delivered services
• Cancelled Consultations: Per Terms of Service cancellation policy
• Unsatisfactory Service: Resolution offered through consultation review
• Technical Issues: Refund/reschedule for platform-related problems
Digital Materials:
• Educational Content: No returns on delivered digital materials
• Consultation Records: Provided per consultation agreement
• Follow-up Materials: Delivered as part of service agreement
Return Process & Procedures
Step 1: Contact Us
• Email: info@nine-cups.com with order number and issue description
• Phone: +64 21 08283825
• Response Time: Within 24 hours during business days
• Documentation: Photos required for damage/defect claims
Step 2: Return Assessment
• Eligibility Check: Return policy compliance verification
• Condition Assessment: Product condition evaluation
• Resolution Options: Refund, replacement, or store credit offered
• Approval: Written return authorisation provided
Step 3: Return Shipping
• Domestic Returns: Return shipping label provided for eligible returns
• International Returns: Customer responsible for return shipping costs
• Packaging: Original packaging preferred, secure packaging required
• Insurance: Customer responsible for return shipping insurance
Step 4: Processing
• Receipt: Return receipt notification within 2 business days
• Inspection: Quality control inspection within 3 business days
• Resolution: Refund/replacement processed within 5 business days
Refund Methods & Timeframes
Refund Processing:
• Original Payment Method: Primary refund method
• Processing Time: 5-10 business days after approval
• Bank Processing: Additional 3-5 business days for bank processing
• International Refunds: Up to 15 business days
Store Credit Option:
• Immediate Credit: Available for faster resolution
• Extended Validity: 12 months from issue date
• Full Value: No processing fees deducted
• Transferable: Can be used for any Nine Cups products/services
Replacement Option:
• Like-for-Like: Same product replacement
• Upgraded Replacement: Higher value product if exact match unavailable
• Rush Processing: Priority processing for replacements
• Free Shipping: No additional shipping charges for replacements
Special Circumstances
Damaged or Incorrect Orders
Immediate Action Required:
• Report Within: 7 days of delivery
• Documentation: Photos of damage/incorrect items required
• Contact Method: Email info@nine-cups.com with order details
• Priority Processing: Damage/error claims processed within 24 hours
Resolution Options:
• Full Refund: Complete refund including shipping costs
• Replacement: New product sent with express shipping
• Store Credit: Credit plus bonus amount for inconvenience
• Partial Refund: For partial damage/errors
International Customers - Important Notice
⚠️ MANDATORY READING FOR ALL INTERNATIONAL ORDERS
Additional Costs Beyond Shipping:
International customers may be required to pay substantial additional fees that are NOT included in our shipping charges:
1. Customs Duties (Таможенные пошлины):
• Percentage-based fees on total order value (typically 5-25%)
• Calculated on product cost + shipping cost
• Varies significantly by country and product classification
2. Import Taxes:
• VAT/GST: Value-added or goods and services taxes (10-27% depending on country)
• Excise Taxes: Special taxes on health/herbal products
• Provincial/State Taxes: Additional regional taxes in some countries
3. Regulatory and Processing Fees:
• Customs Brokerage: Professional customs clearance fees ($20-100+)
• Health Product Inspection: Regulatory authority inspection charges
• Import Permit Fees: Required permits for herbal products in some countries
• Laboratory Testing: Mandatory product testing at customer expense
• Document Processing: Translation and certification fees
4. Country-Specific Examples:
• European Union: 19-27% VAT + 0-17% customs duty + brokerage fees
• Australia: 10% GST + customs duty + potential TGA compliance costs
• United Kingdom: 20% VAT + customs duty + MHRA regulatory requirements
• Asian Countries: Variable duties (5-30%) + local health authority fees
Customer Acknowledgment Required:
By placing an international order, you acknowledge and agree that:
• ✅ You are responsible for ALL additional taxes, duties, and regulatory fees
• ✅ These costs can be substantial (often 30-50% of order value)
• ✅ Nine Cups cannot predict or estimate these costs
• ✅ Payment of these fees is required for customs clearance
• ✅ Refusal to pay will result in order return/destruction at your expense
• ✅ Nine Cups provides NO refunds for customs-related issues
International Return Considerations:
• Customs Regulations: Returns subject to destination country customs
• Return Shipping: Customer responsibility for return shipping costs
• Import Duties: Original import duties, taxes, and regulatory fees are NON-REFUNDABLE
• Documentation: Detailed return paperwork required
• Re-importation Charges: Customer may face additional charges for returning products to origin
• Customs Clearance Delays: Return processing may take additional 2-4 weeks
Additional International Customer Responsibilities:
• Duty Calculations: Import duties calculated on product value + shipping costs
• Tax Liability: All local taxes (VAT, GST, excise) are customer responsibility
• Regulatory Compliance: Customer must ensure products are legal to import
• Permit Requirements: Some countries require import permits for herbal products
• Age Restrictions: Some destinations have age restrictions for herbal product imports
• Quantity Limitations: Personal use quantity limits vary by country
Customs Declarations:
• Accurate Information: All customs forms completed accurately
• Product Classification: Herbal products declared correctly per destination country requirements
• Value Declaration: Correct product value declared (no false declarations permitted)
• Regulatory Compliance: All international regulations followed
• Ingredient Disclosure: Full ingredient lists provided for customs clearance
• Health Product Classification: Products classified per destination country health regulations
Important Customer Obligations:
• Import Legality: Customer must verify herbal products are legal to import in their country
• Permit Acquisition: Customer responsible for obtaining any required import permits
• Tax Payment: All customs duties, taxes, and fees must be paid by customer
• Regulatory Compliance: Customer must comply with local health product regulations
• Age Verification: Customer must meet minimum age requirements for herbal product imports
• Quantity Compliance: Orders must comply with personal use quantity limits
Nine Cups Disclaimer for International Orders:
• No Liability: Nine Cups not liable for customs duties, taxes, or regulatory fees
• No Guarantee: No guarantee products will clear customs in destination country
• No Refunds: No refunds for orders rejected by customs or regulatory authorities
• Customer Risk: International shipping undertaken entirely at customer risk
• Support Limited: Limited ability to assist with destination country regulatory issues
Force Majeure & Shipping Delays
Circumstances Beyond Control:
• Natural Disasters: Weather-related delays
• Customs Delays: International processing delays
• Courier Issues: Third-party delivery problems
• Supply Chain: Ingredient supply disruptions
Customer Communication:
• Proactive Updates: Delay notifications sent immediately
• Alternative Options: Express shipping offered at no extra cost
• Compensation: Store credit offered for significant delays
• Order Cancellation: Full refund if delays unacceptable
Quality Assurance & Product Safety
Manufacturing Standards
NP3 Food Act Compliance:
• All botanical blends manufactured under National Programme 3
• Quality control testing before dispatch
• Batch tracking for all products
• Temperature-controlled storage and shipping
Section 32 Medicines Act Compliance:
• Personalised remedies formulated per regulations
• Consultation records maintained per legal requirements
• Therapeutic labelling applied post-consultation only
• Professional formulation standards maintained
Shipping Safety
Product Protection:
• Secure Packaging: Protective packaging for all products
• Temperature Control: Climate-appropriate packaging materials
• Tamper Evidence: Sealed packaging for security
• Insurance Coverage: All shipments insured for full value
Health & Safety:
• Contamination Prevention: Sterile packaging procedures
• Expiry Date Management: Fresh products with appropriate shelf life
• Storage Instructions: Proper storage guidance provided
• Handling Guidelines: Safe handling instructions included
Contact Information & Support
Customer Service:
Email: info@nine-cups.comPhone: +64 21 08283825
Address: 8b Saturn Place, Rosedale, Auckland, New Zealand
Response Time: Within 24 hours (business days)
Shipping Enquiries:
Tracking Information: Available via email or phone
Delivery Issues: Contact immediately for resolution
International Customs: Assistance with customs documentation
Special Requirements: Accommodations for specific delivery needs
Returns Processing:
Return Authorisation: Required before returning products
Return Address: Provided with return authorisation
Status Updates: Regular communication throughout return process
Resolution Timeline: Clear timeframes provided for all returns
Policy Updates: This policy is reviewed regularly and updated to reflect regulatory changes, business improvements, and customer feedback.
Consumer Rights: Your rights under the Consumer Guarantees Act 1993 and Fair Trading Act 1986 are not affected by this policy.
Effective Date: This policy applies to all orders placed from 31 July 2025 onwards.
