Refund policy

Faulty or Damaged Items

If your item arrives faulty or damaged, we’ll provide a remedy in line with the Consumer Guarantees Act.

Please check your order when it arrives and contact us immediately if the item is defective, damaged, or incorrect. This helps us resolve the issue quickly.

If your product is damaged or faulty, please email us at kiaora@homeyskin.co with a photo of the item and the shipping box as proof.

NZ Post / Australia Post Policy
If your package was damaged during transit, please keep the original packaging and contents. The courier company may request that you drop it off at your local post office for inspection. Claims cannot proceed without this step.

Change of Mind & Incorrect Orders

We do not accept returns for change of mind or incorrect product choices, so please choose carefully.

  • Clearance items are final sale and non-refundable.

  • Refunds will not be issued if you bought an item for someone else and they no longer want it.

Non-Returnable Items

Some items cannot be returned for hygiene or safety reasons. These include:

  • Perishable goods (e.g. food, flowers, plants)

  • Custom-made or personalised items

  • Personal care products (e.g. skincare or beauty products)

Natural Variations

Our skincare products are made with natural ingredients, so small variations in colour, texture, or scent between batches may occur. These do not qualify for a refund.

Skin Sensitivities & Reactions

Unfortunately, we can’t accept returns on used products due to sensitivities or allergic reactions.

If you have a skin condition, we recommend consulting a qualified practitioner before use.

  • Full ingredient lists are available on each product page and label.

  • Please patch test before full use. Apply a small amount to your inner forearm and wait 24–48 hours.

  • If you experience a reaction, discontinue use immediately.

About Our Skincare Manufacturers

Our products are made in Australia by experienced manufacturers with over 30 years in the industry. They use only premium-grade, certified organic (where possible) and naturally derived ingredients.

Our manufacturing partners meet strict international standards and hold:

  • International Health Permit Sanitary Licenses

  • GMP (Good Manufacturing Practice – USA) certification

  • European Cosmetic Manufacturing Certification

You can trust that our products are developed with care, expertise, and integrity.

Returns Process

We offer a 30-day return window from the date you receive your order.

To request a return, email kiaora@homeyskin.co. If approved, we’ll send you return instructions. Please don’t send your item back without contacting us first.

Returned items must meet the following conditions:

  • Unused and in original condition

  • All seals and packaging intact

  • Include any free gifts with purchase

Shipping Responsibility

  • Return shipping costs are the customer’s responsibility (unless the item is faulty).

  • We recommend using a tracked courier service.

  • We are not responsible for items lost or damaged in return transit.

Missing Packages

If your tracking hasn’t updated in 5 working days, email us at kiaora@homeyskin.co.

We will contact the courier to investigate. Investigations typically take 48 hours (excluding weekends/public holidays). If the package is confirmed missing, we’ll either send a replacement or issue a refund.

Refunds

Once we receive and inspect your return, we’ll let you know if your refund or exchange is approved.

If approved, the refund will be processed to your original payment method. If not approved, the item will be returned to you via tracked courier.

Refunds can take up to 10 business days to appear in your account. Please allow time for your bank or card provider to process the refund.