Refund policy

OUR COMMITMENT

We want you to love your Shadey products. If something isn't right, we'll do our best to make it right. Please read this policy carefully before making your purchase.

 

CHANGE OF MIND RETURNS

We accept change-of-mind returns within 14 days of the date of delivery, provided:

  • The product is unused and unopened.
  • The product is in its original packaging in the same condition as received.
  • You have proof of purchase (order confirmation email or receipt).

Due to the nature of cosmetics and hygiene considerations, we are unable to accept returns of products that have been opened, used, or had the seal broken. This is for the health and safety of all our customers.

Return shipping costs for change-of-mind returns are at the customer's expense. We recommend using a tracked shipping method as we cannot be responsible for returns lost in transit.

 

FAULTY, DAMAGED OR INCORRECT ITEMS

If your order arrives damaged, defective, or contains the wrong item, please contact us within 7 days of delivery at contact@shadey.co.nz with:

  • Your order number.
  • A clear photo of the issue.
  • A brief description of the problem.

For confirmed faults or errors on our part, we will offer your choice of: (a) a replacement product dispatched at no cost, (b) store credit for the full value of the item, or (c) a full refund to your original payment method. Return shipping costs for faulty or incorrect items will be covered by Shadey Cosmetics.

 

HOW TO INITIATE A RETURN

  1. Email contact@shadey.co.nz with your order number and reason for return.
  2. Wait for approval and return instructions (we aim to respond within 2 business days).
  3. Pack items securely in original packaging if possible.
  4. Ship using a tracked method to the return address provided.
  5. Once received and inspected, your refund or replacement will be processed within 5 business days.

 

REFUND PROCESSING TIMES

Approved refunds are processed within 10 business days of us receiving your return. Refunds are issued to your original payment method. Please allow an additional 3–10 business days for the funds to appear in your account depending on your bank or card provider. We are not responsible for any delays caused by your financial institution.

 

SALE & DISCOUNTED ITEMS

Items purchased at a discounted price or as part of a promotional bundle are eligible for return under the same conditions above.

 

ALLERGIC REACTIONS

Our products are formulated with safety in mind and are tested for use on lips and skin. However, individual skin sensitivities vary. We strongly recommend performing a patch test on the inner arm before first use. If you experience any adverse reaction, discontinue use immediately and consult a healthcare professional. We recommend retaining your product for any medical consultation. Adverse reactions resulting from individual skin sensitivity or failure to follow application instructions do not constitute a product fault and are not eligible for return under our change-of-mind policy. Please contact us at contact@shadey.co.nz and we will assess each case individually and with care.

 

CONSUMER RIGHTS

Nothing in this policy limits your rights under the New Zealand Consumer Guarantees Act 1993 or the Fair Trading Act 1986. If a product fails to meet a consumer guarantee, you have rights that cannot be excluded or limited by this policy.