We want you to be completely satisfied with your purchase. If there is a problem with your order, it is not correct, or there is a defect, please contact us within 14 days to describe the problem and allow us to resolve the issue.
Send all emails to the Au Natural Skincare Customer Service team with a photograph if applicable.
No goods will be accepted for return without prior authorization. We will respond to your request and determine the best way to quickly resolve the problem.
If the item is faulty, we will meet our obligations under the New Zealand Consumer Guarantees Act to provide a remedy.
We are committed to ensuring that the items you buy from us are consistently produced in line with our rigid quality specification requirements. If your item is faulty, we apologise for the inconvenience.
Please contact the Au Natural Skincare Customer Service team to discuss a resolution.
Items damaged in transit
If your items arrive damaged, please keep all the contents including the packaging or parcel that the items arrived in. Please contact the Au Natural Skincare Customer Service team expressing the issue and a photograph attached for confirmation.
Change of mind
We are happy to exchange your items within 14 days of the date you received your order, with proof of purchase, providing the items are in their original (unused) condition.
Any credit or refund issued beyond the original 14 days will be done solely at our discretion.
Products are returnable only if unused. Sample sizes are not returnable, as they are intended to provide a low risk opportunity to test a product.
Please pack your item for return carefully as it must arrive in the original condition to be resold and refunded/credited.
If returning orders that have been shipped to you or delivered, you will be responsible for the cost of delivery and returning of the items.
Purchasing from retailers
Unfortunately, we are unable to provide refunds, credits, or exchanges directly when Au Natural Skinfood products are purchased through one of our retailers. The return policy of the retailer applies. Please contact the retailer with whom you made your initial purchase as any returns must go through them.
Should you purchase an item with a defect from a retailer, you may report the defect directly to us for quality control purposes. We will determine what we are able to do to help, if anything, depending on the circumstances. We may still refer you back to the original retailer to make your defect-based return.
To receive a direct exchange on defective items purchased through our retailers you will be required to present us with a copy of your initial sales receipt as your proof of purchase. Defect based exchanges that we choose to serve directly will be for exchange on the same product only, no substitutions. This will be at our discretion.
We appreciate your feedback and value your comments, both critical and complimentary. Please do take the time to tell us why you were or were not satisfied with our products. This helps us to continuously improve. Issues especially relating to ingredient sensitivities are particularly helpful for us to hear about as they inform our decisions about ingredients in future products.