Kawakawa Skincare Refund & Returns Policy
We hope you love your Kawakawa Skincare products as much as we loved creating them for you. If something is not right with your order, we are here to help.
Returns & Refunds
Because skincare products are personal-care items, and for hygiene reasons, we cannot accept returns or offer refunds for a change of mind.
This includes products that have been opened or used where the product is not faulty.
We do stand behind the quality of our products. If your item arrives damaged or faulty, or does not match its description, please contact us within 7 days of receiving your order so we can make it right.
Before you purchase
Please take a moment to check the product information before placing your order.
- Please review 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.
- If you are unsure whether a product is suitable for you, please contact us before purchasing.
- We recommend patch testing any new product on a small area of skin before wider use.
How to request a refund or replacement
If your product arrives damaged or faulty, please email us at [email protected] with the following information:
- Your order number.
- A brief description of the issue, such as “leaking on arrival,” “pump not working,” or “product tin is damaged.”
- A clear photo of the damaged or faulty product and, where relevant, its packaging.
Once we have reviewed and approved your request, we will either:
- Issue a refund to your original payment method, or
- Send a replacement at no additional cost.
We aim to respond to refund and replacement requests within 3 business days.
Where a refund is approved, it is typically processed within 3 to 7 business days after approval, depending on your bank or payment provider.
Please note
To keep the process fair and clear for everyone, the following conditions apply:
- Refunds are available only for products that arrive damaged, are faulty, or do not match their description. This may include manufacturing defects or contamination.
- We may refuse a refund or replacement if a product has been opened and used but is not faulty.
- We may also refuse a refund or replacement where the issue is caused by misuse, storage outside the recommended conditions, or normal variations in colour, texture or scent between batches.
- We cover return shipping costs for approved damaged or faulty items.
- For all other enquiries, you are responsible for shipping costs unless we agree otherwise.
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. These include guarantees that goods are of acceptable quality, fit for purpose and match their description.
If a product does not 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 questions about this policy or an order, please contact us at [email protected].
You can also use our contact form and we will be happy to help.