Returns & refunds policy

Handcrafted and plant-based

At Waiawa Botanicals, we take pride in our handcrafted,plant-based products. Because we work with natural ingredients, each product may present slight variations in colour, texture or scent, this is the nature of botanicals, not a fault. This policy is written in accordance with the New Zealand Consumer Guarantees Act 1993 (CGA) and the Fair Trading Act 1986 (FTA), and your statutory rights are always protected.

Your rights under New Zealand law

Under the Consumer Guarantees Act 1993, all products sold by Waiawa Botanicals are guaranteed to:

• Be of acceptable quality – safe, durable, free from defects, and fit for their intended purpose
• Match their description as presented on waiawa.co.nz

Returns

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Additional non-returnable items:

• Gift cards

To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted (if applicable);

• Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
• Any item that is returned more than 30 days after delivery.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within within 5 business days.

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Shipping

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary, if an exchange is applicable.

Damaged or incorrectly sent products

If your product arrives damaged, is faulty, or does not match
its description, we will provide a solution under the CGA. The solution available depends on the nature of the fault:

Incorrect item received
We will send the correct item or provide a full refund.

Damaged in transit
Please contact us with photos within 48 hours of delivery. We will arrange a replacement or refund.

Important - Natural & Organic Products:
Due to the organic and plant-based nature of our ingredients, natural variation in colour, aroma, texture and consistency between batches is expected and is not considered a fault.
Products nearing their natural best-before date are clearly labelled. If you have concerns about a specific batch, please contact us and we will work with you to resolve it fairly.

Change of mind

New Zealand law does not require us to accept returns simply because you have changed your mind. However, as a goodwill gesture, we may offer an exchange or store credit (not a refund) on unopened, unused products in original condition, returned within 14 days of delivery. This is at our discretion and does not apply to:

• Opened, used or sampled products (for hygiene and safety reasons).
• Products purchased on sale or at a discounted price. - Gift cards or digital products.
• Any product where a seal has been broken.

How to make a return

1. Contact us first: tracey@waiawabotanicals.co.nz with your receipt or order number, a description of the issue, and photos where applicable.
2. We will respond within 5 business days with instructions. Please do not return goods without first contacting us.
3. Return postage: You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
4. Refunds will be processed to your original payment method within 5 business days of receiving the returned goods.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact tracey@waiawabotanicals.co.nz

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tracey@waiawabotanicals.co.nz | waiawa.co.nz
Policy effective: July 2026 | In accordance with the CGA 1993