Refund policy

The item I received is not the item I ordered

Provided the item is unopened and in mint condition, we’ll replace it. To receive your replacement, return the original item to us. We’ll provide a free return courier satchel (or similar) and process your replacement within 1–3 business days of receiving your item.

The item I ordered arrived damaged

If your order arrives damaged, email us at sales@acurebeauty.co.nz with your order number and a photo of the damage. Please keep the packaging and the damaged goods until we’ve sorted it out.

We’ll replace the damaged item free of charge or refund you, and we’ll deal with the courier ourselves. This is part of our obligations under the Consumer Guarantees Act.

The item I ordered did not arrive

If your order hasn’t arrived, check the tracking link in your shipping email first. If it still hasn’t arrived within the expected time, contact us and we’ll follow it up with the courier.

If the tracking shows your order has been delivered but you can’t find it, let us know and we’ll start an investigation with the courier.

Regrettably, we and the courier can’t refund or replace items that are lost, damaged or stolen after being delivered to your property. Our default option is “No Signature Required”.

I’ve changed my mind and no longer want the item I ordered

Change-of-mind returns can be processed if we’ve agreed to the return and the item is returned within 7 days of dispatch, unopened and in mint condition. Return shipping is at your cost. Once we have the item, we’ll check it and, if everything is in order, give you a store credit or a refund, less the restocking fee and freight charges.

Restocking fee

A restocking fee of 25% of the goods’ sale value applies to all change-of-mind returns. This includes items ordered in error, unwanted gifts and products you didn’t like or that didn’t suit you, so please choose carefully and read the product descriptions before you order.

Change-of-mind returns and the restocking fee don’t affect your rights under the Consumer Guarantees Act if a product is faulty, not as described or damaged in transit.

Contact us

To start a return, or if you have any questions about this policy, email us at sales@acurebeauty.co.nz.

Policy updates

Acure Beauty reserves the right to update this policy as needed.