Refund policy
At Skintopia, we are committed to delivering high-performance, results-driven skincare. Due to the nature of these products and hygiene considerations, we do not accept returns or offer refunds for change of mind.
Change of Mind
We do not offer refunds, exchanges, or returns where you have changed your mind, including if you:
- ordered the wrong product
- no longer want the product
- found the product at a different price elsewhere
Please choose carefully when purchasing.
Faulty, Damaged or Incorrect Products
If a product you have purchased is faulty, damaged, not fit for purpose, or does not match its description, you are entitled to a remedy in accordance with the Consumer Guarantees Act 1993.
Where an issue is confirmed, we will offer an appropriate resolution, which may include:
- a replacement product
- a repair (where applicable)
- or a refund
Adverse Reactions
If you believe a product has caused an adverse reaction, please contact us as soon as possible with details of your experience, including images where appropriate.
We take all reactions seriously and will assess each case individually to determine an appropriate outcome.
Return Process
To request a return or raise an issue, please contact us at hello@skintopia.co.nz with:
- your order number
- details of the issue
- supporting images where applicable
Our team will review your request and respond with next steps. Please do not send products back without contacting us first.
Additional Information
- Returns will only be accepted where authorised by our team
- Products must not be disposed of until your case has been reviewed
- Refunds (where applicable) will be processed to the original payment method
This policy is provided in addition to your rights under the Consumer Guarantees Act 1993