Refund & Returns Policy

1. Your Rights Under New Zealand Consumer Law

This policy complies with the Consumer Guarantees Act 1993 (NZ). Your consumer rights under New Zealand law are not affected by this policy. If products are faulty or do not match their description, you are entitled to a remedy under the Consumer Guarantees Act.

2. Consumer Guarantees

Under the Consumer Guarantees Act 1993, all products must:

• Be of acceptable quality
• Match the description provided
• Be fit for any purpose we say they're for
• Be safe and durable

If a product fails to meet these guarantees, your remedy depends on whether the failure is major or minor (see Section 4 below).

3. Change of Mind Returns

3.1 Eligibility

We accept change of mind returns within 30 days of delivery if:

• You contact us within the 30-day period to lodge your return request
• Products are unopened and in original packaging
• Grooming liquids and sprays have seals intact (where applicable)
• Products are unused and in resaleable condition
• Original proof of purchase is provided
• Products are not marked as "Final Sale"

3.2 Non-Returnable Items

For hygiene and safety reasons, we cannot accept change of mind returns of:

• Opened grooming products (shampoos, sprays, conditioners, etc.)
• Products with broken or missing seals
• Used grooming tools or brushes
• Products without original packaging
• Items marked as "Final Sale" or purchased during clearance

Note: These exclusions apply to change of mind returns only. Faulty or defective products are covered under the Consumer Guarantees Act regardless of whether they have been opened or used.

4. Faulty or Defective Products

4.1 Major Failures

A failure is major if the product:

• Cannot be used for its normal purpose and cannot easily be fixed within a reasonable time
• Is substantially unfit for a common purpose and cannot easily be fixed within a reasonable time
• Does not match the description or sample we provided
• Is unsafe

For a major failure, you can choose to receive either a full refund or a replacement.

4.2 Minor Failures

For failures that do not meet the criteria for a major failure, we will fix the problem within a reasonable time. We may choose to repair or replace the product. If we cannot fix it within a reasonable time, you can choose a refund or replacement.

5. Return Process

1. Contact us through our contact page or customer service within 30 days of delivery (for change of mind) or as soon as reasonably possible (for faulty items)
2. Provide your order number and reason for return
3. Wait for return authorization and instructions
4. Package items securely in original packaging
5. Ship items to the return address provided (unless we arrange collection)

6. Return Shipping

6.1 We Cover Shipping For:

• Faulty or defective products
• Products damaged in transit
• Incorrect items sent (wrong product, missing items, wrong variant)
• Products that do not match their description

We will provide a prepaid return label or arrange courier collection at no cost to you.

6.2 Customer Pays Shipping For:

Change of mind returns — you are responsible for return shipping costs. We recommend using a tracked shipping service for your protection.

7. Refund Processing

We will process refunds within 5 business days of receiving and inspecting the returned item. Refunds are issued to your original payment method.

• Shipping costs are refunded for faulty/defective items
• Shipping costs are non-refundable for change of mind returns
• You will receive email confirmation once the refund is processed
• Banks and payment providers may take an additional 3-5 business days to process the refund to your account

8. Damaged in Transit

If your order arrives damaged, please:

• Take photos of the damaged packaging and product
• Contact us within 48 hours of delivery
• Provide your order number and photos

This 48-hour timeframe helps us investigate with the courier and arrange a faster resolution. It does not limit your rights under the Consumer Guarantees Act.

We will arrange a replacement or full refund at no cost to you, including return shipping.

9. Incorrect Orders

If you receive incorrect items, please contact us immediately. We will:

• Arrange collection or provide a prepaid return label
• Ship the correct items at no additional cost
• Process a full refund if the correct item is unavailable

10. Exchanges

We offer direct exchanges for defective products or incorrect orders. For all other exchanges, please process a return and place a new order to ensure fastest delivery.

11. Afterpay Refunds

For orders purchased with Afterpay:

• Refunds will be processed back to Afterpay within 5 business days of receiving and inspecting the returned item
• Afterpay will adjust your payment schedule accordingly
• The timing of adjustments to your installment plan is managed by Afterpay
• Contact Afterpay directly for questions about your installment plan

12. Order Cancellations

12.1 Before Dispatch

If you need to cancel or change your order, contact us as soon as possible. If your order has not yet been dispatched, we may be able to cancel or modify it at no charge.

12.2 After Dispatch

Once an order has been dispatched, it cannot be cancelled. You may return the items following the return process outlined in this policy.

13. Contact Us

For returns, refunds, or questions about this policy, please contact us through our contact page. Our customer service team will respond within 1-2 business days.

14. Fair Trading Act

We comply with the Fair Trading Act 1986 (NZ). If you believe we have engaged in misleading or deceptive conduct, you may contact the Commerce Commission.