Return Policy
Return Period
You can return items within 30 calendar days from the date of receipt. This period provides sufficient time to familiarize yourself with the product and make a decision regarding its conformity with your expectations.
Conditions for Return
For a successful return, the item must meet the following requirements:
- The item must be in original packaging
- All labels and tags must be intact
- The item must be unused and in saleable condition
- All components and accessories must be included
- Receipt or proof of purchase must be included
Return Shipping Costs
Return shipping costs depend on the reason for the return:
- Customer's responsibility: if the item does not fit, if you have changed your mind, or due to incorrect selection
- Seller's responsibility: if the item is defective, damaged, or does not match the description
Return Process
Follow these steps to initiate a return:
- Fill out the online return form on our website
- Provide the order number and reason for the return
- Receive confirmation and shipping instructions
- Package the item according to the received instructions
- Send the item to the specified address
Exceptions - Non-Returnable Items
The following item categories are not eligible for return:
- Personal hygiene items (toothbrushes, cosmetics after opening the packaging)
- Sale items with appropriate marking
- Digital products (software, e-books, music)
- Custom-made items
- Perishable goods (food, flowers)
General Legal Requirements
This return policy complies with the legislation in New Zealand where you conduct business. Our policy complies with all applicable consumer protection laws, including but not limited to:
- Consumer rights regarding defective or non-conforming goods
- Mandatory minimum return periods as required by law
- Legal obligations for refund processing and time limits
- Statutory warranties and rights of complaint
- Rules for fair trade and consumer protection
Note: In cases where local consumer protection legislation provides greater rights than those described in this policy, the statutory requirements take precedence.
Cancellation Policy
Cancellation Deadlines
To receive a full refund, you must cancel your booking according to the following schedule:
- Standard Services: Cancel at least 24 hours before the scheduled time
- Premium Services: Cancel at least 48 hours before the scheduled time
- Group Sessions: Cancel at least 72 hours before the scheduled session
Refund Structure
The refund amount depends on when you cancel:
- Full Refund (100%): Cancellation within the specified timeframe above
- Partial Refund (50%): Cancellation less than the required notice period, but more than 2 hours before the service
- No Refund (0%): Cancellation within 2 hours before the service or "no-show" without cancellation
Cancellation Process
You can cancel your booking using the following methods:
- Online Account: Log in to your personal account and select "Cancel Booking"
- Phone: Call our customer service at during business hours
- Email: Send cancellation request to with your booking reference
- Cancellation Form: Fill out the online cancellation form on our website
Important: You will receive a cancellation confirmation within 2 hours of your request. Save this confirmation for your records.
Refund Processing Timeline
- Cancellation Confirmation: 2 hours
- Refund Processing: 3-5 business days
- Credit to the Original Payment Method: 5-10 business days
Cancellation Exceptions
Special conditions apply under the following circumstances:
- Force Majeure Events: Full refund available regardless of timing (natural disasters, government restrictions, etc.)
- Medical Emergencies: Full refund with appropriate documentation
- Service Provider Cancellation: Full refund plus compensation, if applicable
- Non-Refundable Packages: Certain promotional packages and discounted services may be non-refundable (clearly marked at the time of purchase)
- Membership Services: Monthly memberships require 30 days' notice for cancellation
Refund Procedure
Refund Methods:
- To the bank card used for payment
- As store credit (upon customer's request)
Refund Timeline:
- Return Request Processing: 2-3 business days
- Inspection of Returned Item: 3-5 business days
- Credit to Card: 5-10 business days
ATTENTION: Refunds are processed within 5-10 business days after receipt and inspection of the returned item. The exact time for crediting may depend on your bank's policy.
If you have questions regarding returns, please contact our customer support team.