Refund policy

Return and Refund Policy

Last updated: 8 August 2026

This policy applies to purchases made from HypoPak, operated by AJW Enterprises Limited.

Faulty, damaged or incorrect products

If your order arrives damaged, faulty, incorrect, or otherwise does not meet the consumer guarantees that apply to your purchase, please contact us at orders@hypopak.com as soon as reasonably possible.

Please include your order number, a description of the issue and, where useful, photographs of the product or packaging.

We will assess the issue and provide the appropriate remedy, which may include replacement, refund or another remedy required by applicable consumer law.

Nothing in this policy limits or excludes any rights you have under the New Zealand Consumer Guarantees Act 1993, the Australian Consumer Law, or any other rights that cannot lawfully be excluded.

Change of mind returns

Because HypoPak glucose products are consumable food products, we do not accept change of mind returns of glucose products once they have been dispatched.

Unused, non consumable products such as accessories may be eligible for a change of mind return if you contact us within 14 days of receiving your order and the item is unused, undamaged and in its original condition and packaging.

Change of mind return shipping costs are the responsibility of the customer.

This change of mind policy does not affect your rights where a product is faulty, damaged, unsafe, incorrectly supplied or otherwise fails to meet applicable consumer guarantees.

Australian returns

Please contact orders@hypopak.com before returning an Australian order. We will provide return instructions and the appropriate Melbourne return address.

Do not send a return to our fulfilment centre without first contacting us, as this may delay identification and processing of the return.

New Zealand returns

Please contact orders@hypopak.com before returning a New Zealand order. We will provide return instructions and the appropriate New Zealand return address.

Return shipping for faulty products

Where applicable consumer law requires us to cover reasonable return costs for a faulty or non compliant product, we will do so or reimburse reasonable return shipping costs after the issue has been confirmed.

Refunds

Once a refund has been approved, it will normally be issued to the original payment method. Processing times after we issue a refund depend on the payment provider or financial institution and are outside our direct control.

Original shipping costs are generally not refundable for change of mind returns. This does not apply where applicable consumer law requires shipping or other reasonable costs to be refunded.

Cancellations

If you wish to cancel an order, contact orders@hypopak.com as soon as possible.

We will make reasonable efforts to cancel an order before it is dispatched. Once an order has been handed to our fulfilment or courier provider, cancellation may no longer be possible.

Contact

For returns, refunds, damaged deliveries or order issues:

Email: orders@hypopak.com