Returns & Refunds Policy
Last updated: 25 July 2026
We want you to shop with confidence at The K-Beauty Shop. This policy explains how returns, exchanges, refunds, damaged products, and order issues are handled.
Nothing in this policy limits or excludes any rights you may have under the New Zealand Consumer Guarantees Act 1993, the Fair Trading Act 1986, or other applicable New Zealand consumer laws.
Change-of-Mind Returns
We accept eligible change-of-mind returns when you contact us within 14 days of the product being delivered.
To qualify for a change-of-mind return, the product must be:
- Unused, unopened, and in its original condition
- In its original packaging with all seals, labels, protective wrapping, and accessories intact
- Suitable for resale
- Accompanied by valid proof of purchase from The K-Beauty Shop
Please do not return a product before contacting us and receiving return instructions. Returns sent without prior approval may be delayed or may not be accepted.
Products That Cannot Be Returned for Change of Mind
For hygiene, health, and product-safety reasons, we cannot accept a change-of-mind return for:
- Products that have been opened, used, tested, swatched, or sampled
- Products with a broken or removed hygiene seal
- Products with damaged, marked, incomplete, or missing packaging
- Sheet masks, eye masks, lip products, applicators, beauty tools, or other hygiene-sensitive products once opened
- Free gifts, samples, promotional items, or gifts with purchase
- Products marked as final sale or clearance, unless the product is faulty or your legal rights otherwise apply
These exclusions apply only to change-of-mind returns. They do not remove your rights if a product is faulty, unsafe, damaged, incorrectly supplied, or does not match its description.
Faulty or Incorrect Products
If a product is faulty, unsafe, significantly damaged, incorrectly supplied, or does not match its description, please contact us as soon as reasonably possible.
Please provide:
- Your order number
- The product name
- A clear description of the issue
- Clear photographs or video showing the product, packaging, batch details, and the issue
Depending on the circumstances and your rights under New Zealand law, the available remedy may include a replacement, refund, or another appropriate solution.
For a minor problem that can be remedied, we may choose to provide an appropriate remedy as permitted by law. If the problem is substantial, you may be entitled to reject the product and choose a replacement or refund in accordance with the Consumer Guarantees Act.
Damaged Deliveries
If your parcel or product arrives damaged, please contact us as soon as possible. Contacting us within 48 hours of delivery helps us investigate the issue promptly with the courier.
Please keep the product and all original packaging and provide:
- Your order number
- Photographs of the outer parcel
- Photographs of the shipping label
- Photographs of the internal packaging
- Photographs or video clearly showing the damaged product
Please do not dispose of the product or packaging until we have reviewed the claim and advised you of the next step.
Allergic Reactions and Product Suitability
Skincare and beauty products can affect individuals differently. Customers are responsible for reviewing the ingredient list, warnings, and usage instructions before use.
We recommend performing a patch test before using a new product. Stop using the product and seek appropriate medical advice if irritation or an adverse reaction occurs.
An individual sensitivity, preference, skin reaction, dislike of texture or fragrance, or a product not producing the result expected does not automatically mean that the product is faulty. However, this does not limit any rights you may have where a product is unsafe, defective, incorrectly described, or otherwise fails to meet a legal guarantee.
Return Process
To request a return:
- Email support@thekbeautyshop.net with your order number and reason for the return.
- Wait for return approval and return instructions from our team.
- Pack the product securely to prevent damage during transit.
- Send the product using the return method provided in our instructions.
- Keep your tracking number until the return has been completed.
Return approval does not guarantee a refund. Returned products will be inspected after they arrive.
Return Shipping Costs
For an approved change-of-mind return, the customer is responsible for return shipping costs. Original delivery charges and any additional courier charges are not refundable unless required by law.
If we confirm that a product is faulty, damaged in transit, or incorrectly supplied, we will cover reasonable return shipping costs or provide an appropriate return method in accordance with New Zealand consumer law.
We recommend using a tracked shipping service. We are not responsible for a change-of-mind return that is lost or damaged while being sent back to us.
Product Inspection
Returned products are inspected before a change-of-mind refund is approved.
If a returned product has been opened, used, damaged, altered, or returned without its original packaging, seals, labels, or accessories, we may decline the change-of-mind return and arrange for the product to be sent back to the customer at the customer’s cost.
Refunds
Once an approved return has been received and inspected, we will notify you of the outcome.
Approved refunds will be issued to the original payment method. Please allow approximately 5–10 business days after the refund is processed for it to appear in your account. Processing times depend on your bank or payment provider.
We cannot issue a refund to a different card, bank account, or payment method unless required or permitted by the relevant payment provider and applicable law.
Exchanges
Direct exchanges are subject to product availability and approval. In some cases, the quickest option may be to return the eligible product for a refund and place a new order.
If a replacement product has a different price, any price difference and applicable shipping charges must be resolved before the replacement is dispatched.
Order Cancellations
Please contact us as soon as possible if you need to cancel or change an order.
We will try to assist, but cancellation or modification cannot be guaranteed once an order has entered processing, packing, or dispatch.
If an order has already been dispatched, it must be handled under the applicable return conditions after delivery.
Promotional Discounts, Gifts, and Bundles
If a refund affects the conditions of a promotion, bundle discount, free gift, or minimum-spend offer, the refund may be adjusted to reflect the remaining eligible order value.
Any free gift supplied with a returned order must also be returned unused and unopened. If it is not returned, its advertised or reasonable retail value may be deducted from a voluntary change-of-mind refund where permitted by law.
Consumer Guarantees
Products sold by The K-Beauty Shop come with guarantees that cannot be excluded under the New Zealand Consumer Guarantees Act 1993 where that Act applies.
This policy is additional to, and does not replace, your legal rights. If any part of this policy conflicts with applicable New Zealand consumer law, the law will apply.
Contact Us
For return, refund, exchange, or product issue enquiries, please contact:
The K-Beauty Shop
Email: support@thekbeautyshop.net
Location: Howick, Auckland, New Zealand
Please include your order number in all return and refund enquiries.
