Terms of service

TERMS OF SERVICE
Charlotte’s Secret Ltd
New Zealand
Website:www.charlottessecretltd.com
Last updated: 10 September 2026
1. INTRODUCTION
Welcome to Charlotte’s Secret.
These Terms of Service govern your use of our website and your purchase of products from Charlotte’s Secret Ltd through our Shopify store.
By accessing our website, creating an account, placing an order or purchasing our products, you agree to be bound by these Terms of Service.
Please also read our Privacy Policy, Shipping Policy, Returns & Refund Policy and Legal Notice, which form part of our website policies.
Nothing in these Terms is intended to exclude, restrict or limit any rights you have under New Zealand law that cannot legally be excluded or limited.

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2. ABOUT OUR BUSINESS
Charlotte’s Secret Ltd is a New Zealand business offering handmade botanical skincare, haircare, body-care and personal-care products.
Business name: Charlotte’s Secret Ltd
Country: New Zealand
Website:www.charlottessecretltd.com
Email:charlottessecret.nz@gmail.com
Phone: +64 27 313 6327

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3. USING OUR WEBSITE
You agree to use our website for lawful purposes only.
You must not:
• use our website for fraudulent or unlawful activities;
• attempt to gain unauthorised access to our website or systems;
• interfere with the operation or security of our website;
• introduce malicious software or harmful code;
• copy, reproduce or commercially exploit our website content without permission;
• submit false or misleading information; or
• use our website in a way that could damage Charlotte’s Secret or other customers.
We reserve the right to restrict or terminate access to our website where reasonably necessary to protect our business, customers or systems.

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4. PRODUCTS
We make reasonable efforts to ensure that product descriptions, photographs, ingredients, sizes, prices and other product information displayed on our website are accurate and current.
Because many of our products contain natural and botanical ingredients, there may be minor variations between batches, including variations in:
• colour;
• scent;
• texture;
• consistency; and
• appearance.
Such natural variations do not necessarily indicate that a product is defective.
Product photographs are provided as a representation of the product. Packaging, labels and presentation may occasionally change.

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5. COSMETIC AND PERSONAL-CARE PRODUCTS
Our products are intended for cosmetic and personal-care purposes unless otherwise expressly stated.
Information provided on our website regarding skincare, haircare, essential oils, botanical ingredients or cosmetic benefits is provided for general informational purposes and is not intended to constitute medical advice.
Our products are not intended to diagnose, treat, cure or prevent medical conditions.
Individual results will vary between customers.
You should always follow the directions and recommended use provided with each product.

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6. INGREDIENTS, ALLERGIES AND PATCH TESTING
Customers are responsible for reviewing the ingredient list of a product before purchasing and using it.
If you have a known allergy or sensitivity to an ingredient, you should not use a product containing that ingredient.
Where appropriate, we recommend carrying out a patch test before using a new product.
Discontinue use if irritation, redness, discomfort or another adverse reaction occurs.
If you experience a serious or persistent reaction, seek appropriate medical attention.
A patch test cannot guarantee that an allergic or adverse reaction will not occur.

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7. PRODUCT RESULTS
Charlotte’s Secret does not guarantee that a particular product will achieve a specific result for every customer.
Results may vary depending on factors including:
• individual skin type;
• hair type;
• frequency of use;
• method of application;
• lifestyle;
• existing skin or hair conditions; and
• individual sensitivity to ingredients.
Testimonials, reviews and customer experiences shown on our website represent individual experiences and should not be interpreted as a guarantee of identical results.

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8. PRODUCT CLAIMS
We aim to ensure that all information and claims made about our products are accurate and supported by appropriate information.
Nothing on our website should be interpreted as a guarantee that a product will achieve a particular outcome for every customer.
We do not knowingly make misleading or deceptive claims about our products.

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9. PRICES
All prices displayed on our website are in New Zealand dollars (NZD), unless otherwise stated.
Prices may change from time to time.
We take reasonable care to ensure that prices displayed on our website are accurate.
If an obvious pricing error occurs, we may contact you before processing the order to confirm whether you wish to proceed at the correct price.
If an order cannot reasonably be fulfilled because of a genuine pricing or product error, we will provide an appropriate remedy, including a refund where required.

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10. ORDERS
When you place an order through our website, you are making an offer to purchase the selected products.
After placing an order, you may receive an automated order confirmation.
An order confirmation acknowledges that we have received your order but does not necessarily mean that the order has been accepted where there is a material issue affecting fulfilment.
We reserve the right to contact you if:
• a product is unavailable;
• there is an obvious pricing error;
• there is an issue with your payment;
• there is an error in your delivery information; or
• we reasonably believe an order has been placed fraudulently or unlawfully.
If we are unable to fulfil an order that you have already paid for, we will provide an appropriate remedy in accordance with applicable law.

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11. PAYMENT
Payment must be successfully processed before an order is dispatched unless otherwise agreed.
Payments may be processed through Shopify and/or third-party payment providers.
We do not generally have access to or store your complete payment card details where these are processed by third-party payment providers.
You agree to provide accurate and valid payment information when placing an order.

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12. SHIPPING AND DELIVERY
Shipping options, costs and estimated delivery times are displayed during checkout and/or in our Shipping Policy.
Delivery times are estimates unless a specific delivery timeframe has been expressly agreed.
Delays may occasionally occur due to circumstances outside our reasonable control, including courier delays, weather events, public holidays or other disruptions.
Nothing in these Terms limits any statutory rights you may have regarding delivery.
Please refer to our Shipping & Delivery Policy for further information.

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13. RETURNS AND REFUNDS
Our Returns & Refund Policy explains the circumstances in which products may be returned and refunds may be provided.
For hygiene reasons, unopened and unused personal-care products may be subject to our voluntary change-of-mind return requirements.
However, nothing in our Returns & Refund Policy or these Terms removes or limits your rights under the Consumer Guarantees Act 1993 or other applicable New Zealand legislation.
Where a product is faulty, defective, unsafe, misdescribed or otherwise fails to meet an applicable statutory guarantee, you may be entitled to a remedy such as a repair, replacement or refund depending on the circumstances.

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14. CONSUMER GUARANTEES ACT
Charlotte’s Secret complies with the New Zealand Consumer Guarantees Act 1993 (CGA) where it applies.
The CGA provides consumers with statutory guarantees relating to goods and services, including requirements concerning acceptable quality, fitness for purpose and correspondence with description.
Nothing in these Terms is intended to contract out of, exclude or restrict any consumer guarantee or remedy that cannot legally be excluded or restricted.
If you believe a product does not meet an applicable guarantee, please contact us so we can assess the issue and provide the appropriate remedy.

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15. FAIR TRADING ACT
Charlotte’s Secret operates in accordance with the Fair Trading Act 1986.
We aim to ensure that information about our products, prices, promotions and services is accurate and not misleading or deceptive.
Nothing in these Terms permits Charlotte’s Secret to engage in conduct prohibited by New Zealand consumer protection law.

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16. INTELLECTUAL PROPERTY
All original material appearing on the Charlotte’s Secret website is owned by or licensed to Charlotte’s Secret Ltd unless otherwise stated.
This includes:
• our business name;
• logos;
• branding;
• product names;
• photographs;
• product images;
• written content;
• graphics;
• website content;
• marketing material; and
• other original creative works.
You must not copy, reproduce, modify, distribute, republish or commercially exploit our intellectual property without our prior written permission.

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17. CUSTOMER REVIEWS AND CONTENT
If you submit a review, photograph, testimonial or other content to Charlotte’s Secret, you confirm that the content is your own or that you have the necessary permission to submit it.
By submitting content, you grant Charlotte’s Secret permission to reproduce and display that content for legitimate business and marketing purposes, subject to applicable law.
We may remove or decline to publish content that we reasonably believe is:
• fraudulent;
• misleading;
• defamatory;
• abusive;
• unlawful;
• offensive; or
• unrelated to the relevant product or service.
We will not knowingly represent a fabricated review as a genuine customer review.

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18. PROMOTIONS AND DISCOUNTS
From time to time, Charlotte’s Secret may offer discounts, promotional codes, competitions, bundles or special offers.
Specific terms may apply to individual promotions.
Unless otherwise stated:
• promotional codes cannot be exchanged for cash;
• promotional codes may not be combined with other offers;
• promotions may have expiry dates; and
• promotional offers may be subject to product availability.
Any specific promotional terms displayed with an offer will take precedence where applicable.

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19. THIRD-PARTY SERVICES
Our website may rely on third-party services, including Shopify, payment providers, courier companies, analytics providers, marketing platforms and other technology providers.
We are not responsible for independent third-party services that are outside our reasonable control.
Your use of third-party services may also be subject to the relevant provider's own terms and policies.

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20. EXTERNAL LINKS
Our website may contain links to websites or services operated by third parties.
These links are provided for convenience.
Charlotte’s Secret does not control third-party websites and is not responsible for their content, availability, security or privacy practices.

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21. WEBSITE AVAILABILITY
We aim to keep our website available, secure and functioning correctly.
However, we cannot guarantee that the website will always be available, uninterrupted or completely error-free.
We may temporarily suspend or modify the website for maintenance, security, updates or other legitimate operational reasons.

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22. LIMITATION OF LIABILITY
To the maximum extent permitted by New Zealand law, Charlotte’s Secret Ltd will not be liable for loss or damage that is not reasonably foreseeable or is otherwise not legally recoverable.
Nothing in these Terms excludes, restricts or limits liability or consumer rights where doing so would be unlawful.
Nothing in these Terms excludes or limits rights available to consumers under the Consumer Guarantees Act 1993 or other applicable legislation where those rights cannot legally be excluded.

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23. PRIVACY
Your use of our website is also subject to our Privacy Policy.
We collect and use personal information in accordance with applicable New Zealand privacy law, including the Privacy Act 2020.
Please refer to our Privacy Policy for information about how we collect, use, store and protect personal information.

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24. CHANGES TO THESE TERMS
We may update these Terms of Service from time to time.
The updated version will be published on our website and will include the relevant update date.
Your continued use of the website after an update constitutes acceptance of the updated Terms to the extent permitted by law.

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25. GOVERNING LAW
These Terms are governed by the laws of New Zealand.
Any dispute relating to these Terms or your use of our website will be dealt with under applicable New Zealand law.

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26. CONTACT US
If you have questions about these Terms, your order, our products or your consumer rights, please contact us.
Charlotte’s Secret Ltd
New Zealand
Email: charlottessecret.nz@gmail.com
Phone: +64 27 313 6327
Website: www.charlottessecretltd.com

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IMPORTANT
These Terms of Service are intended as general information and business-use wording and should not be treated as a substitute for advice from a qualified New Zealand lawyer.
Where there is any conflict between these Terms and a mandatory requirement of New Zealand law, the mandatory legal requirement will apply.