Refund policy
We have a 14-day return policy, which means you have 7 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at hello@naturalcare.co.nz. Please note that returns will need to be sent to our address.
If your return is approved, you will need to return the product at your own expense. We will provide you with the return address. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at hello@naturalcare.co.nz.
60-Day happiness guarantee
We want you to genuinely love your NaturalCare products. If you try an eligible product and it isn't right for you, contact us within 60 days of receiving your order.
What's covered:
Our 60-Day Happiness Guarantee applies to eligible first-time product purchases where you're simply not satisfied with the product or it hasn't worked for you as expected. Keep in mind that the reason needs to be genuine.
How it works:
- Contact us within 60 days of receiving your order.
- Tell us what didn’t work for you — your feedback helps us improve.
- Our team may recommend a different NaturalCare product better suited to your hair.
- Send the product back - shipping isn't covered by us.
- We’ll refund the eligible product.
What's not covered:
Our voluntary 60-Day Happiness Guarantee does not cover:
- Pre-existing skin, scalp or medical conditions that were present before using the product and are unrelated to the product itself.
- Reactions or symptoms that cannot reasonably be attributed to the product.
- Products used contrary to the directions provided.
- Change of mind after substantial or complete use of the product.
- Repeated claims or suspected misuse of the guarantee.
If you experience irritation or an unexpected reaction, please discontinue use and contact us so we can review the circumstances.
This guarantee is separate from, and does not limit, your rights under the New Zealand Consumer Guarantees Act 1993.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Please be aware, that where parcels are damaged, lost or delayed during the delivery process this is not our fault and we will not be responsible for providing a replacement order.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Shipping
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are nonrefundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@naturalcare.co.nz.
Please be aware, that where parcels are damaged, lost or delayed during the delivery process this is not our fault and we will not be responsible for providing a replacement order.