Refund policy
Last updated: 25 October 2026
We want you to be happy with your purchase. If there is a problem with your order or product, please contact us and we will do our best to resolve it fairly and promptly.
This policy applies to purchases made through our online store.
Order Cancellations
If you need to cancel your order, please contact us as soon as possible after placing your order.
We will do our best to cancel your order before it has been processed or shipped.
Once an order has been shipped, it cannot normally be cancelled and will be subject to the returns provisions below.
Change of Mind
We do not generally accept returns or provide refunds where you have simply changed your mind, ordered the wrong product, selected the wrong fragrance or no longer want the product.
Return Timeframe
For returns that are eligible under this policy, please contact us within 14 days of receiving your order.
This timeframe does not limit or exclude any rights you may have under the Consumer Guarantees Act 1993 or other applicable New Zealand law.
Opened or Used Products
For hygiene and product-safety reasons, we cannot accept returns of products that have been opened, used, contaminated or altered where the return is due to a change of mind.
This does not affect your rights under the Consumer Guarantees Act 1993 where a product is delivered faulty, defective, unsafe, not as described or otherwise fails to meet the guarantees required under New Zealand law.
Faulty, Damaged or Incorrect Products
If your order arrives damaged, defective, unsafe or you receive the wrong product, please contact us as soon as reasonably possible and, where possible, within 14 days of receiving your order.
Please include:
- Your order number
- A description of the issue
- Photos of the product and packaging where relevant
We may ask you to return the product so that we can inspect it and determine the appropriate solution.
Where a product does not meet the legal standards required under the Consumer Guarantees Act 1993, we will provide the remedy required by law. Depending on the circumstances, this may include a replacement, repair or refund.
Where we require a product to be returned because it is faulty, damaged or incorrect, we will provide return instructions and, where required by law, cover the reasonable return shipping costs.
Allergies and Skin Sensitivities
Our products contain cosmetic ingredients and, where applicable, fragrances that may not be suitable for everyone.
Please check the ingredient list carefully before purchasing.
If you have known allergies or sensitivities, please consider whether the product is suitable for you before use.
We recommend performing a small patch test before applying a new skincare product more extensively.
An individual sensitivity or allergic reaction to an ingredient does not necessarily mean that a product is faulty.
If you experience an unexpected reaction or believe there is a problem with a product, please stop using it and contact us so we can discuss the issue.
Incorrect Delivery Information
Please make sure your delivery address is correct before completing your order.
If an order is returned to us because an incorrect or incomplete address was provided, additional shipping costs may apply if you require the order to be resent.
If your parcel is lost or damaged during delivery, please contact us so we can investigate the matter with the delivery provider.
Your rights under New Zealand consumer law are not affected.
Refunds
Where a refund is approved, it will generally be made using the original payment method.
The time taken for the refund to appear in your account may depend on your bank or payment provider.
We will confirm when your refund has been processed.
Sale and Promotional Products
Sale items and promotional products are covered by the same consumer guarantees as our other products.
A sale price does not remove or reduce your rights under the Consumer Guarantees Act 1993.
Contact Us
If you have a problem with your order or would like to discuss a return, please contact us using the contact details provided on our website.
Email: everythingtallow@outlook.co.nz
Phone: 027 802 6335
Please contact us before sending any product back. We will provide return instructions where a return is required.
Your New Zealand Consumer Rights
Nothing in this policy is intended to exclude, restrict or modify any rights or remedies you may have under the Consumer Guarantees Act 1993, Fair Trading Act 1986, or other applicable New Zealand law.
Where New Zealand law gives you rights that are greater than those set out in this policy, those rights will continue to apply.
We reserve the right to update this policy from time to time. The policy applicable to your purchase will generally be the version in effect when your order was placed, subject to your rights under New Zealand law.