Refund policy
Earthwoven Returns and Refunds Policy
30-Day Returns
We offer a 30-day return policy for change-of-mind purchases. You have 30 days from the date your order is delivered to request a return.
To be eligible, products must be unused, unopened, in their original packaging, and in the same condition in which they were received. Due to the nature of skincare products, we cannot accept change-of-mind returns for products that have been opened, used, or had their seals removed.
How to Start a Return
To request a return, please email team@earthwoven.co.nz with your order number and reason for the return.
Change-of-mind returns must be approved before they are sent to us. Once approved, we will provide instructions on where to send your order. Products returned without contacting us first may not be accepted.
Return Shipping and Fees
Customers are responsible for arranging and paying for return shipping. We recommend using a tracked shipping method, as Earthwoven cannot be responsible for returns that are lost or damaged in transit.
Original delivery charges are non-refundable for change-of-mind returns. If your order qualified for free shipping, $8 NZD will be deducted from your refund to help cover the original cost of shipping your order to you.
For international returns, original shipping costs, customs charges, duties, and taxes are non-refundable unless otherwise required by law.
Faulty, Damaged, or Incorrect Products
Please contact us as soon as possible if your product arrives faulty or damaged, or if you receive the wrong product.
Email team@earthwoven.co.nz with your order number, a description of the issue, and clear photographs of the product and packaging so we can review it.
Depending on the circumstances, we may provide a replacement, refund, or another appropriate solution.
If a product is confirmed to be faulty, damaged, or incorrectly supplied by Earthwoven, the $8 deduction will not apply and Earthwoven will cover or reimburse reasonable return shipping costs.
Sale Items and Gift Cards
Sale items cannot be returned because of a change of mind. This does not affect your rights if a sale item is faulty, damaged, unsafe, or not as described.
Gift cards cannot be returned, refunded, or exchanged for cash unless required by law.
Refunds and Processing Times
Once your return arrives, please allow three to five business days for us to inspect and process it. We will then contact you to confirm whether your refund has been approved.
Approved refunds will be returned to the original payment method used for the order. We cannot issue a refund to a different card, bank account, or payment method.
Once processed, refunds may take a further five to ten business days to appear in your account, depending on your bank or payment provider.
Consumer Rights
Nothing in this policy limits or excludes any rights you may have under the New Zealand Consumer Guarantees Act 1993 or any other applicable consumer protection law.
Contact Us
For questions about a return or refund, please email team@earthwoven.co.nz.