Home  :  Terms of sale | Website Policy (AU /NZ) 


In these Terms and Conditions, “NutritiveZ”, “we” or “us” means NutritiveZ Limited, the global sole distributor of NutritiveZ™ Health Products, and "Customer" or “you” means any person, firm, company or body that places an order with NutritiveZ Limited. Please read these Terms and Conditions carefully before using this website or our mobile app. By using this website or any part of it, you agree that you have read these Terms and Conditions and that you accept and agree to be bound by them.


  1. NutritiveZ shall make every effort to ensure that prices and details of products on this website are accurate and up-to-date. Prices are subject to change without prior notice and all orders are subject to our acceptance at our sole discretion.
  2. All title and risk of loss & damage of products will be passed to Customer after your order is dispatched by NutritiveZ to the logistics service provider in Hong Kong.
  3. Prices charged for the purchases on this website may be different from those charged by other retailers and websites. NutritiveZ is not responsible for refunding Customers any price differences and will not accept any return request based on price differences.
  4. These Terms and Conditions embody the entire agreement between NutritiveZ and Customer, superseding all previous negotiations, representations and agreement between NutritiveZ and Customer.
  5. These Terms and Conditions shall be governed by the laws of the Hong Kong Special Administrative Region, and Customer & NutritiveZ agree to submit to the exclusive jurisdiction of the Hong Kong courts. NutritiveZ may revise these Terms and Conditions at any time without prior notice. If any dispute arises, NutritiveZ's determination shall be final. While these Terms and Conditions are available in Chinese, the English version shall prevail whenever there is any discrepancy between the two versions.
  6. If any provision in these Terms and Conditions shall be construed to be illegal or invalid, it shall be removed and shall not affect the legality, validity and enforceability of the other provisions of these Terms and Conditions.

  8. To be eligible to purchase from this website, you must be over eighteen (18) years of age and legally capable of entering into binding contracts.
  9. If you are below 18 years old, you must obtain the consent of your parent(s) or legal guardian(s), their acceptance of the terms below and their agreement to take responsibility for
    1. your actions
    2. any charges associated with your use of this website and purchase; and
    3. your acceptance and compliance with the Terms and Conditions below.

  11. Customer can choose to check out & pay as a guest OR to register with this website.
  12. If you opt to register as a member of this website, you will automatically accept all conditions set out in Paragraphs 10 herein.
    1. You must provide accurate, complete and up-to-date information for the registration.
    2. You authorise us to assume that any person using this website with your user name and password is either yourself or someone authorized to act on your behalf.
    3. You agree to be fully responsible for safeguarding the user name and password that you use for the log-in to this website and for all actions & activities under your log-in.
    4. You must update your information in this website promptly after any change in the profile information that you have provided so that we can service you effectively.
    5. Should you find any unauthorised use of your log-in, you shall notify us immediately and efficiently.
    6. NutritiveZ will not be responsible for any loss or damage arising from your failure to comply with Paragraphs 10.1. to 10.5.
    7. You shall be liable for all actions taken under your log-in and agree to indemnify NutritiveZ for all claims and/or damages caused by any third party placing any order through this website using your log-in.
    8. If your account is not used for a specified period (currently, 3 years), we will, for your own and our protection, deactivate your account. You can register a new account if you wish to make a further purchase on our website.
  13. NutritiveZ has the absolute discretion to refuse the registration of a new customer and terminate the registration of any customer any time.

  15. NutritiveZ accepts payment by Visa, MasterCard and American Express. The maximum amount per transaction is HK$15,000 or the equivalent in the currency that you use for payment. We will not be liable for any credit card fraud.
  16. We also accept payment by WeChat Pay China Account (not WeChat Pay Hong Kong nor WeChat Pay International). The maximum amount per transaction is HK$15,000 or the equivalent value in RMB. You will see the product price shown in Hong Kong Dollar (HK$). The actual charge by WeChat Pay will be in RMB which will be calculated based on the exchange rate applied by WeChat Pay.
  17. Full payment for an order must be made immediately upon order placement. We do not offer "Cash on Delivery" payment.
  18. NutritiveZ may from time to time set credit limits for individual customers and reserves the right to limit sales and/or decline sales to any customer.
  19. NutritiveZ reserves the right to revise the payment method options offered online.

  21. After receiving your order, NutritiveZ will send you an Order Acknowledgement. It is not an acceptance of your order. We reserve the right to reject any purchase order without giving any reason.
  22. We do not accept any change to the order or order cancellation after issuing an Order Acknowledgement to Customer. For any change on delivery address after Order Acknowledgement, you must contact our customer service representative promptly on +852 2765 0970 by phone call, WhatsApp or WeChat (Monday to Friday except public holidays, 10 am to 5 pm Hong Kong time) or via our contact-us website page. If your order has not been processed for shipping, we will change the delivery address according to your instruction (for a maximum of 1 time only) for an administration fee of HK$100.
  23. In order to protect our customers as well as ourselves from fraud, as part of order processing procedure, NutritiveZ screens all orders and reserves the right to withhold or terminate the processing of any order due to suspected fraud, unauthorized or illegal activity. If necessary, we may request a soft copy of your credit card statement for verification; or our Customer Service representative may call you at the phone number you have provided to confirm your order. We also reserve the right to disable any member accounts or refuse to ship to certain addresses in case of suspected fraud or unauthorized or illegal activity.
  24. If payment for any order has already been duly made but the order is terminated by NutritiveZ, we will notify you and provide a refund. NutritiveZ shall not be liable for any loss, damage, cost or expense that you or any person may incur as a result of any delay in processing the refund.

  26. Delivery service is only available for addresses serviced by the local post office in the country of delivery. We do not ship to any P.O. box, non-permanent address (such as hotels) or restricted area at any national border. It is your responsibility to ensure that the delivery address you provide when placing your order is qualified for our delivery.
  27. After receiving and confirming your full payment for your order, NutritiveZ will dispatch the relevant product(s) to you within 2 working days from our warehouse in Hong Kong and provide you with the shipment information and tracking number.
  28. Delivery in Hong Kong: NutritiveZ offers free shipping.
  29. Delivery to China: NutritiveZ offers free shipping via China-Post Cross-Border eCommerce Limited and covers all import duties and local taxes related to the importation of your shipment. The normal delivery lead time is between 7 working days (to Guangdong) and 14 working days (to remote locations). NutritiveZ cannot be held responsible for any delay caused by logistics service providers or factors that are beyond our control.
  30. Delivery to other countries/regions: NutritiveZ only ships to countries shown on the checkout page of this website. And we offer free shipping via EMS to some countries. The relevant information can be found on the product order placement page of this website. You are the importer of your shipment and must comply with all the laws and requirements of the country or region in which you are receiving the items. You are solely responsible for all import duties and local taxes (if any). NutritiveZ always states the actual product value on shipping documents for the customs clearance and will not amend product value under any circumstances. We do not assume any responsibility that the ordered products meet local customs laws. Customs policies vary widely among countries and regions. You should contact your local customs office for the up-to-date relevant information.
  31. Every shipment will require the signature of the person physically receiving the shipment at the designated delivery address that you have provided to NutritiveZ for your order.
  32. If your shipment does not meet with the regulation of the country of delivery (e.g. because of limits on weight or total order amount), NutritiveZ may automatically divide your order into several parcels which may be delivered on different dates to meet the local regulation. If so, you will be notified of all the relevant shipping information and tracking numbers.
  33. Should your shipment be seized by the authority of the destination, stop-over or transfer point during the delivery, Customer will be solely responsible for any loss incurred.

  35. If your shipment is returned to NutritiveZ due to problems related to delivery related information provided by Customer (including but not limited to incorrect/incomplete address, a PO Box, a hotel address and incorrect/incomplete contact phone number), the title of the products concerned will be transferred to NutritiveZ. We will contact you offering 2 options.
    1. Option 1 is to re-ship the product(s) to you. You will have to be responsible for all the costs of related to the re-shipment, including but not limited to postage, import duty and taxes.
    2. Option 2 is to cancel the order. NutritiveZ will issue a refund after deducting a restocking fee.
  36. Shipments can be returned to NutritiveZ due to other problems (including but not limited to unavailability of customer to receive goods, parcel refused by recipient, customer’s refusal to pay applicable duties/taxes, customer’s refusal to provide ID copy for import declarations, policies of the destination country). In this case, the title of the products concerned will be transferred to NutritiveZ and we will cancel the order and issue a refund after deducting a restocking fee.
  37. The restocking fee mentioned in Paragraphs 29 and 30 above includes the inbound and return shipping fees, credit card refund charges and any other fees or costs incurred by NutritiveZ. It is calculated as follows.
    1. shipment within Hong Kong
      30% of your original payment
    2. shipment outside of Hong Kong
      50% of your original payment

  39. NutritiveZ provides you with a 7-Day Exchange Guarantee. If the shipment delivered to you is incorrect, damaged or spoilt, you will be entitled to exchange the product concerned. No refund will be offered. (For example, if you received an incorrect delivery on March 1st, you must contact us to request for an exchange by 5:00 p.m. Hong Kong time on Mar 8th.)
  40. To request for an exchange, you must contact us by filling out the Exchange Request Form on the contact-us page of this website (link XXXXXXXXXXX) and providing all the supporting information & materials specified in the form.
  41. While you are assured that NutritiveZ always honours our 7-Day Exchange Guarantee policy, we do reserve the right to reject any exchange request due to a lack of supporting evidence, suspected fraud and/or suspected abuse of our guarantee policy. In case of any dispute, NutritiveZ’s decision is final. If your exchange request is rejected, we will inform you about our decision.
  42. If the return shipment concerned is confirmed to be eligible for exchange, NutritiveZ will inform you to return the product concerned to our warehouse in Hong Kong. All return shipping fees or costs must be prepaid by Customer. We will reject the return shipment otherwise.
  43. After receiving the returned product(s), NutritiveZ will send you the replacement free of delivery charge, cover all duties/taxes related to the replacement product(s) and reimburse you on the return postage that you have paid.

  45. We use our best efforts to protect your personal information. We only store Customer data that is required to complete your order (name, address, order information, etc.) on our own dedicated, secure servers in order to protect against unauthorised access. All personal information input by you (including name, address, credit card number, order and password) is encrypted during web transmission using the latest 256-bit Secure Sockets Layer (SSL) encryption technology & 3D Secure Payment technology, so that your details are kept as secure and safe as possible.
  46. You may also help us in maintaining the security of your data on our website. Remember to log out from this website before leaving your computer unattended so that others cannot see any of your personal information. And in the event that your credit card is stolen or misplaced, contact your credit card provider immediately.

  48. NutritiveZ is committed to safeguarding the privacy of individuals with respect to personal data. We therefore make sure that our policies and practices in relation to the collection, use, retention, transfer and access of personal data comply with the requirements of the Personal Data (Privacy) Ordinance (Chapter 486) (the “Ordinance”) under the laws of Hong Kong.  Please refer to our Privacy Policy.
  49. Types of Personally Identifiable Information Collected: At times, you may be asked to provide your personally identifiable information (“Personal Data”) including, but not limited to, your name, gender, age, telephone number, fax number, home address, email address, credit card information, bank account number, education level, occupation, household income, interests, favourite activities and the likes in order to enjoy the service we offer. Specific purposes for which your Personal Data may be used are set out in our Personal Information Collection Statement in our Privacy Policy including the use of Personal Data for direct marketing.

  51. NutritiveZ shall not be liable for any delay or failure in its performance caused by or resulting from acts of God, by fire, flood, accident, riot, war, government intervention, embargoes, strikes, labour difficulties, equipment failures or any other causes beyond the control of NutritiveZ.