Refund policy

We offer free skin consultations for all brands that we stock. Please phone 096308042 to make an appointment.

Refund Policy: We strive to provide our customers with the highest quality products and services. Please note that we do not offer refunds for change of mind once a purchase has been made. We encourage you to carefully consider your selection before finalising your order. However, if you receive a defective or incorrectly described item, please contact our customer service team within 5 days for assistance with a return or exchange where we will happily send out a replacement once we have received the damaged items back. Please note we do not offer refunds for damaged items. Thank you for your understanding and support!

Shipping and Handling Policy: Please note that once an order is placed, we cannot offer refunds for shipping, packaging & handling costs. These fees are determined based on our current pricing We encourage you to review your order details and the associated fees carefully before finalising your purchase. To enjoy free shipping on your next order, we encourage you to spend over $200 for deliveries to the North Island and $250 for the South Island!

Returns

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

Damaged Items

If your parcel arrives damaged, please retain the damaged item and all original packaging. Please contact NZ Post and lodge a claim and email us the claim number so that we can help you from our end as fast as possible. For us to replace your item, NZPost will need to collect the damaged item and its packaging for assessment. We will coordinate with NZPost for this collection.  Email us as soon as possible if you receive a damaged item so we can assist with arranging a replacement and initiating your NZPost claim.

Missing Items

If your item does not arrive, please file a claim with NZPost immediately. Email us with your NZPost case number so we can proceed with the claim on our end and work towards issuing a replacement. Contact us right away if your item is missing, so we can assist you promptly and ensure the claim process is initiated without delay.

There are certain situations where only partial refunds are granted (if applicable):

• Any item not in its original condition, is damaged, or missing parts for reasons not due to our error
• Any item that is returned more than 14 days after delivery

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within a certain amount of days, minus any fees as discussed.

Late or Missing Refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company; it may take some time before your refund is officially posted. Next, contact your bank, as there is often some processing time before a refund is posted. If you’ve done all of this and still haven’t received your refund, please contact us at info@exquisitelaser.co.nz.

Delivery Issues
Once your order has been dispatched, it is your responsibility to notify us within 14 days if you have not received your parcel. Failure to advise us within this timeframe may limit our ability to investigate or resolve the issue with the courier or postal service.

Sale Items 

Full priced products may be refunded if fits within the guidelines and policies. Unfortunately, sale items cannot be refunded.

Exchanges (if applicable)

We only replace items if they are defective or damaged. Please contact us if you have a damaged product. Note that some of our brands contain airless pumps and may require priming before use. Contact us for priming instructions if your airless pump is not working. If you need to exchange an item for the same product, email us at info@exquisitelaser.co.nz and send your item to: Exquisite Laser Clinic Limited, Level 5, 12 St Marks Road, Remuera, AUK, Auckland 1052, New Zealand.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. If the item wasn’t marked as a gift when purchased, or if the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver, and they will be informed of your return.

Shipping

To return your product, you should mail your product to: Exquisite Laser Clinic Limited, Level 5, 12 St Marks Road, Remuera, Auckland 1052Auckland 1052, New Zealand.

You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund including any other admin & payment method fees.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance, as we don’t guarantee that we will receive your returned item.