Kawakawa Skincare Refund & Returns Policy
We hope you love your Kawakawa Skincare products as much as we loved creating them for you, but if something isn’t right, we’re here to help.
Returns & Refunds
Due to the nature of skincare products and hygiene reasons, we cannot accept returns or offer refunds for change of mind, including where a product has been opened or used and is not faulty.
We do, however, stand behind the quality of our products. If your item arrives damaged, faulty, or does not match its description, please get in touch with us within 7 days of receiving your order and we will make it right.
Before you purchase
- Please check the full ingredient list on each product page before ordering.
- If you have known allergies or sensitivities to any ingredients (including plant-based ingredients such as Kawakawa, Calendula or Oats), do not use the product and contact us before purchasing if you are unsure.
- We recommend patch testing any new product on a small area of skin before wider use.
How to request a refund or replacement
To request a refund or replacement for a damaged or faulty product, please email us at [email protected] with:
- Your order number
- A brief description of the issue (for example: “leaking on arrival”, “pump not working”, “product smells off”)
- A clear photo of the damaged or faulty product and, if relevant, the packaging
Once reviewed and approved, we will either:
- Issue a refund to your original payment method, or
- Send out a replacement at no additional cost.
We aim to respond to all refund and replacement requests within 3 business days. Refunds, where approved, are typically processed within 5–10 business days after approval, depending on your bank or payment provider.
Please note
- Refunds are only available for products that are damaged on arrival or are faulty (for example, manufacturing defects, contamination, or products that do not match their description).
- We reserve the right to refuse a refund or replacement if the product has been opened and used and is not faulty, or if the issue is due to misuse, storage outside recommended conditions, or normal variations in colour, texture or scent between batches.
- Return shipping costs are covered by us for approved faulty or damaged items. For all other enquiries, you are responsible for any shipping costs unless otherwise agreed.
Product Warranty & Consumer Guarantees
Your purchase of products from Eckco Limited is subject to the New Zealand Consumer Guarantees Act 1993. Our products come with guarantees that cannot be excluded under that Act, including guarantees that goods are of acceptable quality, fit for purpose, and match their description.
If a product fails to meet one of these guarantees and the failure amounts to a major failure, you may be entitled to a refund or replacement. For other failures, we may replace or refund the product as allowed under the Act.
Nothing in this policy limits your rights under the Consumer Guarantees Act 1993.
Contact
If you have any questions about this policy or your order, please contact us at [email protected] or use the contact form