Refund Policy - Instill Natural Skincare, Handmade on Waiheke Island, New Zealand

Every Instill product is made by hand, in small batches, with real care and I want you to feel completely happy with what arrives at your door. This policy sets out how refunds and returns work, and your rights under New Zealand law (the Consumer Guarantees Act 1993 and the Fair Trading Act 1986). Nothing here limits those rights.

By law, everything I sell must be of acceptable quality, do what it says it will do, and match its description. If something falls short of that, you're entitled to a remedy, this policy explains how that works in practice, not instead of your legal rights.

Because these are personal skincare products, I can't accept a return or refund for change of mind once something has been purchases, this is simply about keeping things safe and hygienic for everyone.

If a product arrives faulty, damaged, incorrect, or doesn't match what was described, please reach out within 2 days of receiving it, I'd really want to know. Send me your order number, a quick description of what's wrong, and a photo if you can. Where something is genuinely at fault, I'll repair it, replace it or refund you, in line with the Consumer Guarantees Act. For anything minor, I'll usually offer to fix or replace it first; for something more serious, the choice of a replacement or refund is yours.

Please check ingredients listed on the packaging and the website for your sensitivity to any of them before using the products. If medicated, pregnant or breast feeding, check with your health professional prior to use. These products are for external use only. Because these formulations are bioactive and botanical by nature, everyone's skin responds a little differently, which is exactly why I recommend a patch test before first use (you'll find this in the Terms of Service too).

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If you react to an ingredient that is listed on the packaging, that's not a fault in the product, it did what it said it would, your skin just responded differently. If you ever have a serious reaction, please stop using the product straight away and see a doctor. Please store all products in a cool & dry place.

For products purchased for business or resale purposes, the Consumer Guarantees Act doesn't apply in the same way and any refunds, replacements or credits are handled at my discretion, or under the terms of our trade agreement.

Once a return is received and checked (where one's needed), approved refunds go back to your original payment method within 10 business days. Original shipping costs aren't refunded unless the return is because of my error or a genuine fault.

Before sending anything back, please get in touch and I'll let you know what's needed and where to send it.

If you have any questions about this policy, please get in touch at:

Instill Waiheke

paola@pandpdashwood.com 

Updated: 17/9/1926