Refund policy

At Flora Lane, we want you to feel confident in your skincare. If something isn’t right, we’re here to help.

 

Unused / Change of Mind Returns

If your product is unopened, unused and in its original condition, you may return it within 14 days of receiving your order.

Once the item is returned and inspected, we will refund the purchase price to your original payment method.

Return shipping costs are the responsibility of the customer unless the item is faulty.

 

Skin Reactions or Sensitivities

Your skin’s wellbeing is important to us. If you experience a reaction to one of our products:

Please:

  • Stop using the product immediately
  • Email us within 7 days at hello@floralaneskin.co.nz
  • Include your order number, a brief description, and photos if possible

We accept returns for reactions where:

  • It is your first time using the product; and
  • No more than ¼ of the formula has been used

We will then offer either:

  • A replacement, or
  • A full or partial refund

We reserve the right to decline a refund if the product has been used beyond a reasonable amount or the issue is unrelated to the product.

 

Damaged, Faulty or Incorrect Items

If something arrives damaged, faulty, or incorrect, please contact us at hello@floralaneskin.co.nz within 7 days of delivery.

Include:

  • Your order number
  • A photo of the issue
  • A short description

We will arrange a replacement or refund at no cost to you.

Shipping Costs for Returns

  • Original shipping costs are non-refundable unless the item is faulty or incorrect
  • For change-of-mind or reaction-based returns, return postage is the responsibility of the customer
  • We recommend using a tracked courier service for returns

Your Rights Under New Zealand Consumer Law

We comply with the Consumer Guarantees Act 1993 (NZ).

You are entitled to a remedy if a product is faulty, unsafe, or not fit for purpose.

Nothing in this policy limits your consumer rights.

 

How to Request a Return or Refund

To begin a return, email us at hello@floralaneskin.co.nz with:

  • Your name
  • Your order number
  • The item(s) you wish to return
  • The reason for return
  • Photos (if applicable)

Our team will guide you through the next steps.