Refund & Returns Policy

At Southerly Beauty, we want you to feel confident when shopping with us. Due to the personal-use nature of our skincare products, we have specific requirements around cancellations, returns and refunds to protect the hygiene, safety and integrity of our products.

Order Cancellations

If you change your mind after placing an order, please contact us as soon as possible.

If your order has not yet been dispatched, we are happy to cancel your order and provide a full refund to your original payment method.

Once an order has been dispatched, we are unable to cancel it.

Change of Mind Returns

Due to hygiene, safety and product-integrity considerations, Southerly Beauty does not accept returns or exchanges for change of mind once an order has been dispatched.

This includes circumstances where you:

• no longer want the product;
• ordered the incorrect product or quantity;
• decide the product is not suitable for you after purchase; or
• find the product available elsewhere at a different price.

Please review your order carefully before completing your purchase.

Faulty, Damaged or Incorrect Products

We take care to ensure your order reaches you in excellent condition.

If your product arrives damaged, faulty, defective, or you receive an incorrect item, please contact us as soon as reasonably possible after receiving your order.

Please include:

• your order number;
• a brief description of the issue; and
• clear photographs of the product, packaging and, where relevant, the shipping packaging or courier label.

We will review the issue and, where appropriate, arrange a replacement, refund or other remedy in accordance with applicable consumer law.

Please do not dispose of a damaged or faulty product until we have reviewed your request, as we may require additional information or photographs.

Reactions and Product Suitability

Individual skin types and sensitivities vary, and we cannot guarantee that every product will be suitable for every person.

Please review the product ingredients and directions before use and follow any warnings provided on the packaging or our website.

If you experience irritation or an unexpected reaction, discontinue use of the product.

A product being unsuitable for an individual's skin does not automatically mean that the product is faulty. However, nothing in this policy limits any rights you may have where a product does not meet the guarantees required under applicable consumer law.

Refunds

Where a refund is approved, it will generally be issued to the original payment method used for the purchase.

Please note that processing times after a refund has been issued may vary depending on your bank or payment provider.

Where an order is cancelled before dispatch, any standard shipping charge paid for that order will also be refunded.

Consumer Guarantees Act

Our products come with guarantees that cannot be excluded under the New Zealand Consumer Guarantees Act 1993.

Nothing in this Refund & Returns Policy is intended to exclude, restrict or modify any rights or remedies you may have under the Consumer Guarantees Act, Fair Trading Act, or any other applicable law.

Where a product is faulty, unsafe, does not match its description, is not of acceptable quality, or otherwise fails to meet applicable consumer guarantees, you may be entitled to a repair, replacement, refund or other remedy as provided by law.

Contact Us

If you have a question about a cancellation, damaged product, incorrect order or refund, please contact Southerly Beauty through the contact details provided on our website.

Please include your order number so we can assist you as quickly as possible.