RETURN POLICY

We accept returns or exchanges of items purchased on hinecollection.com if they are requested within 14 days of the date your order was shipped.

Items must be unused and in their original condition with all tags attached. For health & safety reasons we will only exchange swimwear that has the plastic adhesive strip attached. 

You the customer are responsible for your return shipping cost. We will only cover the cost if the item is faulty or if we have sent you the wrong item. We will refund your shipping cost to you.

•For all our Australia Customers please email hineaus@hinecollection.com

For all other customers, to request a return, go to: 

https://www.hinecollection.com/a/returns

Follow the steps at the portal to request your return or exchange. 

SALE ITEMS

Please note: Any Outlet Items and Promotional Gifts are non-refundable and non-exchangeable. 

REFUNDS

Once your return is received and inspected, we will notify you if your return is accepted or declined. This process can take up to 1-3 business days. 

If your return is accepted, your refund will be processed and applied to the original method of payment.

Note that refunds can take up to 7-10 business days to appear on your bank account due to varying processing times between financial organizations.

SHIPPING FEES

Shipping fees are non-refundable. The original shipping fee will be deducted from your refund.

LVL UP RETURNS POLICY 

All products are sold on the basis that the customer has sought advice from their doctor and researched the suitability of the product before purchasing. 

LVL UP NZ accepts no liability on the use or misuse of any products sold.

WHAT ITEMS ARE RETURNABLE?

• Items must be in original condition, un-opened, with the safety seal still intact. 
• Be returned within 7 days of delivery
• Full priced & Sale items can be returned (this excludes Last Chance items)
• Items must be sent back with a returns form including your order information, without the returns form, we cannot always correctly identify the customer and may not be able to fulfil your return request.

Before you mail your return you must 

• Have proof of purchase
• You must be approved for a refund by email
• We do not issue refunds due to the flavour, consistency,  mix-ability of products or change of mind
• Last chance items and free gifts, including short expiry date products are non-refundable
• The New Zealand Consumers guarantee act applies in all cases

Our team will inspect your item and if it is not in a good condition your request will not be actioned and you will be liable for any costs to send the items back to you. You the customer are responsible for your return shipping cost. We will only cover the cost if the item is faulty or if we have sent you the incorrect item. We will refund your shipping cost to you.

Last Chance items are not valid for exchange, store credit or refund. These are final sale items.

Full Price items are valid for a refund and must be returned to our online store to be processed via the payment method used at the time of purchase. 

We are unable to process your return until your item is physically received by us. We recommend keeping a copy of your tracking number as we are not responsible for parcels lost in transit to us.

Unopened Products

With prior approval, the customer can return the product to us for a credit or swap, within 7 days of delivery and at their cost. Provided the item is unopened and able to be resold.

• All products will be checked once received at our warehouse

Faulty Products

If a product is faulty/damaged it must be returned within 7 days of delivery.

• If the product is found to be faulty the customer will be reimbursed for their shipping costs (cost of sending to LVL UP NZ)
• If the product is found to have no faults. The original product will be returned to the customer
• If a product is returned in a used condition, we reserve the right to credit on the unused portion