Refund policy

Returns & Refunds Policy

At Physitime LTD, we are committed to providing New Zealanders with high-quality interactive rehabilitation tools. As the exclusive importer of Bobo Balance, we stand behind our products and meet all obligations under the New Zealand Consumer Guarantees Act (CGA).

1. Faulty Products (Your Rights Under the CGA)

If a product you purchased from us is faulty, unsafe, or does not match its description, you are entitled to a remedy.

  • Minor Faults: If the fault is minor and can be fixed, Physitime LTD will choose to either repair the item, replace it with an identical model, or provide a full refund.
  • Major Faults: A "major fault" means a reasonable consumer would not have bought the product if they had known about the problem. In this case, you choose whether you want a full cash refund or a replacement.
  • Reasonable Time: These rights apply for a "reasonable time" based on the type of product and its price, regardless of whether the manufacturer's 1-year warranty has expired.

2. Change of Mind Returns

Please choose your Bobo Balance products carefully. Under New Zealand law, we are not required to provide a refund or exchange if you have simply changed your mind, your circumstances have changed, or you found the product cheaper elsewhere.

However, to support our customers, we offer a 14-Day Satisfaction Period:

  • You must notify us at contact@physitime.com within 14 days of delivery.
  • The item must be returned in unused, "as-new" condition with all original packaging and accessories.
  • Shipping costs for "change of mind" returns are the responsibility of the customer.

3. How to Request a Return

To ensure a smooth process, please follow these steps:

  • Email Us: Contact us at contact@physitime.com with your order number and a description (and photos, if possible) of the issue.
  • Assessment: We may need to assess the product to confirm the fault. For complex items, we may send them to an authorised repair agent.
  • Resolution: Once the fault is confirmed, we will process your repair, replacement, or refund promptly. All refunds are issued via the original payment method.

4. Business-to-Business (B2B) Sales

If you are purchasing Bobo Balance products for use in a professional clinic or business, you agree that the Consumer Guarantees Act does not apply to this transaction, as permitted by section 43 of the Act.