Refund & Returns Policy

Our Return Policy

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we cannot offer you a full refund or exchange.

To be eligible for a return, your item must be unused, unopened, and in the same condition that you received it. It must also be in its original packaging.

For hygiene and safety reasons, we cannot accept returns on opened or used cosmetic, skincare, or personal care products unless the item is faulty or damaged.

Several types of goods are exempt from being returned. Perishable goods, intimate or sanitary goods, hazardous materials, or flammable liquids or gases cannot be returned.

Additional non-returnable items:

• Opened cosmetic products
• Opened skincare products
• Opened personal care products
• Gift cards
• Sale and clearance items
• Downloadable software products

To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If approved, your refund will be processed and a credit will automatically be applied to your original method of payment within 5–10 business days.

If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery at {sales@hasanalepposoap.co.nz} with your order number and photos of the issue so we can assist you promptly.

Late or missing refunds?

1. Check your bank account again to confirm the refund has not already been received
2. Contact your credit card provider, as processing times may vary
3. Contact your bank, as refunds can take several business days to appear in your account
4. If you still have not received your refund after 10 business days, please contact us at {sales@hasanalepposoap.co.nz}

Exchanges

We only replace items if they are defective, damaged, or if you received the wrong item.

If you need an exchange for the same product, please contact us at {sales@hasanalepposoap.co.nz} with your order number and details of the issue. Once approved, we will provide instructions for returning the item to {Unit 1, 239 Moore street, Howick 2014, New Zealand}.

Exchanges are subject to product availability.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you may be eligible for a store credit equal to the value of your return once the returned item has been received and approved.

If the item was not marked as a gift at the time of purchase, any approved refund will be issued to the original purchaser using the original payment method.

Shipping Returns

To return an item, please contact us at {sales@hasanalepposoap.co.nz} to obtain return instructions before sending any products back.

Returns should be sent to:
{Unit 1, 239 Moore street, Howick 2014, New Zealand}

Customers are responsible for the cost of return shipping unless the item received was defective, damaged, or incorrect.

We recommend using a trackable shipping service for returns, as we cannot guarantee that we will receive your returned item.

Original shipping charges are non-refundable unless the return is due to our error or a faulty product.

Need Help?

Have questions about our refund and returns policy? We're happy to help.