Refunds & Returns Policy

We want you to feel confident ordering skincare from Skinworks. If something isn’t right with your order, please get in touch and we’ll help sort it out.

This policy applies to retail products purchased from Skinworks Clinic online or in clinic.

Change of mind returns

If you change your mind about a product, you can return it within 14 days of purchase, or within 14 days of delivery for online orders, provided that:

• the product is unused and unopened
• any seals are still intact
• the product and packaging are in their original condition
• the product can be safely resold

For hygiene and safety reasons, we can’t accept change-of-mind returns for skincare, cosmetics or other personal care products once they have been opened or used.

For approved change-of-mind returns, return postage is your responsibility. Original delivery charges are not refundable unless required by law.

Please contact us before returning your order so we can provide return instructions.

Faulty, damaged or incorrect products

If a product is faulty, damaged, doesn’t match its description or you have received the wrong item, please contact us as soon as reasonably possible.

We may ask for your order details, proof of purchase and photographs to help us understand what has happened.

Where a product does not meet the guarantees provided under the New Zealand Consumer Guarantees Act 1993, you may be entitled to a repair, replacement, refund or another remedy depending on the circumstances and the nature of the problem.

These rights apply regardless of our 14-day change-of-mind policy.

If Skinworks arranged delivery and your order arrives damaged, late or does not arrive, please contact us directly. We’ll work with the delivery provider to resolve the issue.

Where return delivery costs are our responsibility under New Zealand consumer law, Skinworks will cover the reasonable cost of returning the product.

Refunds

Once an approved return has been received and checked, we’ll arrange the appropriate refund.

Refunds will usually be made to the original payment method used for the purchase. Processing times may vary depending on your bank or payment provider.

Returning a product

Before sending a product back, please contact:

Skinworks Clinic
711 Dominion Road
Mt Eden, Auckland 1023
Email: info@skinworksclinic.co.nz
Phone: 021 074 3326

We’ll confirm the return instructions with you before you send the product.

Please package returned products securely to help prevent damage in transit.

Treatments and gift vouchers

Treatment bookings are covered by the cancellation terms provided when you book your appointment.

Gift vouchers are subject to the gift voucher terms provided by Skinworks and applicable New Zealand consumer law.

Your consumer rights

Nothing in this policy is intended to exclude, restrict or modify any rights you have under the Consumer Guarantees Act 1993, Fair Trading Act 1986 or other applicable New Zealand law.