Refund policy

 

If your product is damaged or faulty on delivery, please take a photo and email us at info@brownerabbit.co.nz to discuss. Or reach out via our contact form. 

We’ll do our best to provide a resolution. If the product is confirmed to be faulty or damaged, you are entitled to a replacement or refund. 

Returns

We do not offer refunds or exchanges for change of mind.

Because our products are personal‑use skincare items, we can only accept returns where required under the Consumer Guarantees Act.

Customers are responsible for the cost of returning items to us. Replacement items are shipped at no additional charge. If a product is found to be damaged or faulty after assessment, we will reimburse the return shipping cost at our discretion. 

Conditions for Returns

To be eligible for a return:

• the item must be returned with all components
• proof of purchase must be provided
• email us a photo of the item (if damaged) and/or explain the fault to us. 
• advise us if you would like a refund or a replacement

We will advise if the item is valid to be returned due to damage or fault of the product. 

Refunds

If a refund is approved:

• it will be processed to your original payment method
• processing times may vary depending on your bank or payment provider
• shipping fees paid on the original order are only refundable where required by law.

Replacements

If a replacement is approved:

• it will be shipped at no additional cost
• if the item is out of stock, we may offer a refund instead.

Contact Us

If you need help with a return, refund, or product concern, please contact us at info@brownerabbit.co.nz

We’re here to support you and ensure your experience with Browne Rabbit feels safe and respectful.