Refund policy

RETURN AND REFUND POLICY

Serenity BeautyNZ Limited
NZBN: 9429053445629
Website: serenitybeautynz.co.nz

Last Updated: 2 March 2026

Our Commitment

We want you to be completely satisfied with your purchase. If you're not happy with your order, we're here to help.

Returns

You have 30 days from the date of delivery to return eligible items for a refund or exchange.

To be eligible for a return, items must be:

  • Unused and in the same condition as received
  • In original packaging with all tags and seals intact
  • Accompanied by proof of purchase

Non-Returnable Items

For health and safety reasons, the following items cannot be returned:

  • Opened or used beauty products, skincare, or cosmetics
  • Products with broken seals or tampered packaging
  • Gift cards
  • Sale or clearance items (unless faulty)

Consumer Guarantees Act Rights

Nothing in this policy limits your rights under the New Zealand Consumer Guarantees Act 1993. If a product is faulty, not fit for purpose, or doesn't match its description, you are entitled to a repair, replacement, or refund regardless of our standard return policy.

How to Return

  1. Contact us at [your email] within 30 days of delivery
  2. Provide your order number and reason for return
  3. We'll send you return instructions
  4. Pack items securely in original packaging
  5. Send items back to the address provided

Return Shipping

  • Change of mind returns: Customer pays return shipping costs
  • Faulty or incorrect items: We'll cover return shipping costs

Refunds

Once we receive and inspect your return:

  • Approved refunds will be processed within 5-10 business days
  • Refunds will be issued to your original payment method
  • You'll receive an email confirmation when your refund is processed
  • Please allow 5-10 business days for the refund to appear in your account

Exchanges

If you'd like to exchange an item for a different product, please contact us. Exchanges are subject to product availability.

Damaged or Faulty Items

If you receive a damaged or faulty item:

  1. Contact us immediately with photos of the damage
  2. We'll arrange a replacement or full refund at no cost to you
  3. You won't need to return the faulty item unless we request it

Contact Us

For any questions about returns or refunds, please contact us at:

  • Email: Serenity_beauty@outlook.co.nz