Refund policy

RETURNS & REFUNDS POLICY
Charlotte’s Secret Ltd
New Zealand
Last updated: 10 September 2026

1. Our Commitment
   We want you to be happy with your Charlotte’s Secret purchase.
   If there is a problem with a product, please contact us so we can work with you to resolve it.
   Your rights under the New Zealand Consumer Guarantees Act 1993 are not affected by this policy.
   2. Change-of-Mind Returns
   Unless otherwise stated on the product page, we may accept returns of unused and unopened products where you have simply changed your mind.
   Change-of-mind returns are subject to the following conditions:
   • the product must be unused;
   • the product must be unopened;
   • the product must be in its original condition and packaging;
   • you must contact us before returning the product; and
   • the product must be returned within 10 days of delivery.
   Unless required by New Zealand consumer law, original shipping costs and return postage for change-of-mind returns are the responsibility of the customer.
   3. Opened Personal-Care Products
   For hygiene and safety reasons, we generally cannot accept the return of opened or used skincare, body-care, haircare or personal-care products simply because a customer has changed their mind.
   This does not affect your rights where a product is faulty, defective, unsafe, misdescribed or otherwise fails to meet an applicable consumer guarantee.
   4. Faulty or Defective Products
   If you believe you have received a faulty, defective, unsafe or incorrectly described product, please contact us as soon as reasonably possible.
   Please provide:
   • your order number;
   • your name;
   • details of the issue;
   • photographs where appropriate; and
   • any other information reasonably required to assess the problem.
   We may ask you to return the product or provide other information so that we can investigate the issue.
   Where the Consumer Guarantees Act applies and a guarantee has not been met, we will provide the remedy required by law depending on the circumstances.
   This may include a repair, replacement or refund.
   5. Incorrect or Damaged Orders
   If your order arrives damaged, incomplete or contains the wrong product, please contact us as soon as possible.
   We will investigate the issue and, where appropriate, arrange a replacement, refund or other remedy.
   Please retain the packaging and product until we have had an opportunity to assess the issue.
   6. Allergic Reactions or Skin Irritation
   If you experience an adverse reaction to a product, discontinue use.
   Please contact us and provide details of the product, ingredients, circumstances of use and the reaction experienced.
   If the reaction is severe, persistent or concerning, seek appropriate medical attention.
   An allergic or sensitivity reaction does not automatically mean that a product is defective, as individual sensitivities can occur with cosmetic products.
   We will assess each situation individually and in accordance with applicable New Zealand consumer law.
   7. How to Request a Return
   Please contact:
   Email: charlottessecret.nz@gmail.com
   Please include:
   • your full name;
   • order number;
   • product name;
   • reason for the return; and
   • photographs where relevant.
   Please do not send a product back without contacting us first.
   8. Return Address
   Approved returns should be sent to:
   Charlotte’s Secret Ltd
   28 Windsor Road, Bellevue, Tauranga 3110
   New Zealand
   9. Refunds
   Once an approved return has been received and assessed, we will process any applicable refund in accordance with the circumstances and applicable law.
   Refunds will generally be made to the original payment method where reasonably possible.
   The time taken for the refund to appear in your account may depend on your bank or payment provider.
   10. Shipping Costs
   Where a return is required because Charlotte’s Secret has supplied a faulty, defective, unsafe, incorrect or misdescribed product, we will handle return shipping costs in accordance with your statutory rights.
   For voluntary change-of-mind returns, the customer is generally responsible for return shipping costs unless we have agreed otherwise.
   11. Exchanges
   Where appropriate, we may offer an exchange instead of a refund.
   Where a statutory remedy applies, we will provide the remedy required by New Zealand law.
   12. Consumer Guarantees Act
   Nothing in this policy excludes or limits rights provided under the Consumer Guarantees Act 1993 or any other New Zealand law that cannot legally be excluded.
   13. Contact
   Charlotte’s Secret Ltd
   Email: charlottessecret.nz@gmail.com
   Phone: +64 27 313 6327
   Website: www.charlottessecretltd.com