Return Policy

Return Period

You can return items within 30 calendar days from the date of receipt. This period provides sufficient time to familiarize yourself with the product and make a decision regarding its compliance with your expectations.

Return Conditions

For a successful return, the item must meet the following requirements:

Item must be in original packaging
All labels and tags must be preserved
Item must be unused and in sellable condition
All components and accessories must be included
Receipt or proof of purchase must be retained

Return Shipping Costs

Return shipping costs depend on the reason for return:

Customer's responsibility: if the item doesn't fit, changed mind, or wrong selection
Seller's responsibility: if the item is defective, damaged, or doesn't match the description

Return Process

To initiate a return, follow these steps:

Fill out the online return form on our website
Specify the order number and reason for return
Receive confirmation and shipping instructions
Pack the item according to the received instructions
Send the item to the specified address

Exceptions - Items Not Eligible for Return

The following categories of items are not eligible for return:

Personal hygiene items (toothbrushes, cosmetics after opening packaging)
Items on sale with appropriate marking
Digital products (software, e-books, music)
Custom-made items
Perishable items (food products, flowers)

General Legal Requirements

This return policy complies with the legislation of New Zealand where you conduct business. Our policy adheres to all applicable consumer protection laws, including but not limited to:

Consumer rights regarding defective or non-conforming goods
Mandatory minimum return periods as required by law
Legal obligations for refund processing and timelines
Statutory warranties and guarantees
Fair trading and consumer protection regulations

Note: In cases where local consumer protection laws provide greater rights than those outlined in this policy, the legal requirements shall take precedence.

Cancellation Policy

Cancellation Timeframes

To receive a full refund, you must cancel your booking according to the following schedule:

Standard services: Cancel at least 24 hours before the scheduled appointment
Premium services: Cancel at least 48 hours before the scheduled appointment
Group sessions: Cancel at least 72 hours before the scheduled session

Refund Structure

The amount of refund depends on when you cancel:

Full refund (100%): Cancellation within the specified timeframe above
Partial refund (50%): Cancellation less than the required notice period but more than 2 hours before service
No refund (0%): Cancellation within 2 hours of service or "no-show" without cancellation

Cancellation Process

You can cancel your booking through the following methods:

Online account: Log into your personal account and select "Cancel Booking"
Phone: Call our customer service at +64 9 376 8091 during business hours
Email: Send cancellation request to [email protected] with your booking reference
Cancellation form: Fill out the online cancellation form on our website

Important: You will receive a cancellation confirmation within 2 hours of your request. Keep this confirmation for your records.

Refund Processing Time

Cancellation confirmation: 2 hours
Refund processing: 3-5 business days
Credit to original payment method: 5-10 business days

Cancellation Exceptions

Special conditions apply in the following circumstances:

Force majeure events: Full refund available regardless of timing (natural disasters, government restrictions, etc.)
Medical emergencies: Full refund with appropriate documentation
Service provider cancellation: Full refund plus compensation if applicable
Non-refundable packages: Certain promotional packages and discounted services may be non-refundable (clearly marked at time of purchase)
Membership services: Monthly memberships require 30-day cancellation notice

Refund Procedure

Refund Methods:

To the bank card used for payment
As store credit (at customer's request)

Refund Timeline:

Processing return request: 2-3 business days
Inspection of returned item: 3-5 business days
Credit to card: 5-10 business days

Attention: Refund is processed within 5-10 business days after receiving and inspecting the returned item. The exact time of credit may depend on your bank's policy.

If you have any questions regarding returns, please contact our customer support team.