If you think you want to return a product, please contact us first before sending anything back to us!

If you have had a reaction to a skin care product, please discontinue use immediately and contact us.

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it and must be in the original packaging. We also require your receipt or your proof of purchase.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

  • Gift cards
  • Downloadable software products        
  • Some health and personal care items

There are certain situations where only partial refunds are granted: (if applicable)

  • Books or products with obvious signs of use
  •  Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  •  Any item that is returned more than 30 days after delivery.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. You will also be offered a store credit instead of a return. You need to let us know in our requested timeframe.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected].

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)

We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at [email protected] and let us know your story.

Where to return?

If you think you want to return a product, please contact us first before sending anything back to us!

To return your product, you should mail your product to: 8 Waimauku Station Road, Waimauku, Auckland, N, 0812, New Zealand.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

We recommend using a trackable shipping service or purchasing shipping insurance when returning your items, as we cannot guarantee that we will receive your returned item.

Gift Vouchers

There are no refunds for change of mind or an unwanted gift vouchers. Regardless, please get in touch with us. If you simply don’t want to use it, you can share the love and re-gift it to someone who might! We will credit their chosen persons account to be able to use it, but the expiry date stays the same.

For full terms, conditions & our policies please visit our main website: lovesoul.co.nz/terms