Returns and Refund

We want you to love what you receive. If something isn't right, reach out and we'll sort it.

📧  info@glassskinstudio.co.nz  |  We respond within 1–2 business days (NZT).

Under the Consumer Guarantees Act 1993 (CGA) and Fair Trading Act 1986, you are entitled to a remedy if a product is faulty, misdescribed or not fit for purpose. These rights apply regardless of our store policy and cannot be limited. We will always honour your CGA rights in full.

We accept returns in the following situations — please contact us within the timeframes below:

•     Faulty or defective product — contact us within 14 days of delivery

•     Wrong item received — contact us within 14 days of delivery

•     Item damaged in transit — contact us within 7 days, with photos

•     Missing items from your order — contact us within 7 days

We cannot accept returns for:

•     Opened, used or unsealed skincare products (unless faulty)

•     Returns initiated more than 14 days after delivery (unless covered by the CGA)

•     Final sale items or items marked non-returnable at time of purchase

•     Gift cards

To start a return, email hello@glassskinstudio.co.nz with your order number, reason and photos if applicable. Please wait for our approval before sending anything back.

Refunds are issued when a return is approved, an item is lost in transit, or an order is cancelled before dispatch. All refunds are returned to the original payment method within 3–5 business days of us processing your return.

Sale items are eligible for refund if faulty under the CGA. Change-of-mind refunds on sale items are at our discretion.

We offer exchanges for faulty or incorrect items, subject to stock availability. If a replacement isn't available, we'll issue a full refund. We don't offer change-of-mind exchanges due to the hygiene-sensitive nature of skincare.

If the return is due to a fault, incorrect item or transit damage — we cover the return shipping. If a return is approved for any other reason — the customer covers return shipping. We recommend using a trackable method, as we're not responsible for items lost in return transit.

We recommend patch testing all new products before full use. Apply a small amount to the inner forearm, wait 24–48 hours, then proceed if no reaction occurs.

Reactions caused by individual ingredient incompatibility (rather than a product defect) don't automatically qualify for a return. However, please reach out — we assess these case by case and will always do our best to help.

Contact us as soon as possible if you need to cancel. Orders cancelled before dispatch receive a full refund. Once dispatched, orders cannot be cancelled — you may return the items once received in line with our returns policy above.

If your order hasn't arrived within the expected timeframe, check your tracking and local depot first. If it's still missing — more than 5 business days overdue for NZ orders — contact us and we'll investigate. If confirmed lost in transit, we'll send a replacement or issue a full refund.

📧  info@glassskinstudio.co.nz

🌐  glassskinstudio.co.nz

We respond to all enquiries within 1–2 business days, Monday–Friday (NZT).

This policy was last updated April 2026. We reserve the right to update this policy at any time — changes will be published at glassskinstudio.co.nz. Your statutory rights under NZ law are unaffected by any changes.