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Refund Policy

The New Zealand Consumer Law and the Consumer Guarantees Act 1993 sets out consumer rights that are called consumer guarantees.


​These include your rights to a repair replacement or a refund where a product or service you buy fails to meet the consumer guarantee as detailed below.


Under the New Zealand Consumer Law, the products offered by Physio HQ comes with the guarantee that they will be:

Provided with reasonable care and skill; fit for the purpose or provide the services that Physio HQ and you agreed to; and delivered within a reasonable time frame of the scheduled session time/s.


Physio HQ is legally obliged to provide a full refund if requested, where there is a failure to comply with a guarantee and that failure cannot be remedied or is a failure of a "substantial character". A failure of a substantial character includes where the service or product has a problem that would have stopped you from buying it if you had known about it; or is substantially unfit for its purposes and cannot easily be fixed with a reasonable time; or does not meet the specific purpose that it was intended for and cannot easily be fixed within a reasonable time period.

If the failure that has occurred is not a major failure but is still a failure on the part of, Physio HQ will be required to rectify the failure. This might involve, but is not limited to, rescheduling a Physio HQ appointment or part thereof or replacement of product.

​Questions about the refunds can be submitted to

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