At scrub.nz, we take pride in crafting handmade skincare products of the highest quality. We want you to be completely satisfied with your purchase, and we follow the rights and obligations set out under the New Zealand Consumer Guarantees Act 1993. If something arrives damaged, faulty, or not quite right, we’ll make it right with a replacement, refund, or store credit.
Eligibility of Refund & Returns
You are entitled to a replacement, refund, or store credit if the product you purchased:
- Is faulty upon arrival (A faulty product is defined as one which has arrived to the customer damaged, this does not include damged in transit)
- Does not match the description provided
- Is significantly different from what you ordered
We do NOT offer refunds or exchanges if you simply change your mind or no longer want the product.
Conditions for Return
To be eligible for a return or refund:
- You must notify us within 7 days of receiving your order.
- The product/s must be unused, unopened and with all original packaging and labels intact.
- You must provide proof of purchase (order confirmation or receipt).
Start a Refund & Return request
Please contact us here or email us at products@scrub.nz with the following details:
- Your order number
- A clear description of the issue
- Photos of the product and packaging
Our team will review your request and respond within 5 business days with next steps.
If Scrub Ltd is satisfied with the condition of the product being unused, unopened and with all original packaging and labels intact, Scrub Ltd will provide the customer an online store credit equivalent to the value of the purchased product or refund the value of the product. Online store credits are valid for 60 days.
If Scrub Ltd is not satisfied with the condition of the returned product/s, the product/s will be returned to the customer at the customer’s cost.
Postage & Delivery Information
Postage costs associated with the return of products are at the sole responsibility of the customer, the exception to this is where Scrub Ltd has deemed the product to be faulty. In this instance Scrub Ltd will arrange the method of return at its own cost.
Delivery to any destination in New Zealand will be by courier. Please allow 5 – 7 business days for delivery of your goods, a dispatch email will be sent when the goods are dispatched with a tracking number.
Additional Fee
Rural Delivery anywhere in New Zealand may incur additional freight costs; we will contact you prior to goods being dispatched if there are additional costs.
Please note that in addition to our Refund & Returns Policy, any Services on www.scrub.nz is also governed by our Terms & Condtions as well as our Privacy Policy. Please contact us here or email products@scrub.nz for any queries about our Refund & Returns Policy.