Returns & Refunds

Last updated: March 2026

Our Return Policy

We want you to be completely satisfied with your Golden Hour Balm. If for any reason you're not happy with your purchase, we offer a straightforward return and refund process.

Return Window

30 days for faulty or damaged products

If your product arrives faulty, damaged, or defective, you have 30 days from the date of purchase to request a return.

14 days for change of mind

If you wish to return an unused, unopened product due to change of mind, you have 14 days from the date of purchase.

Return Costs

Faulty or Damaged Products

We cover all return shipping costs. We will provide a prepaid shipping label.

Change of Mind Returns

Return shipping costs are the responsibility of the customer. Standard NZ domestic shipping is typically $3–$8 depending on your location.

What Can Be Returned?

Products eligible for return:

  • Unopened and unused products (change of mind)
  • Faulty or damaged products (any condition)
  • Products that do not meet the Consumer Guarantees Act standards

Products NOT eligible for return:

  • Opened or used products (hygiene reasons)
  • Products purchased for resale or commercial purposes
  • Items returned after the return window has expired

How to Request a Return

  1. Email us: Send an email to [email protected] with:
    • Your order number
    • Reason for return (faulty, damaged, or change of mind)
    • Photos of the product (if faulty or damaged)
  2. Receive return instructions: We will respond within 2 business days with return shipping details and a prepaid label (if applicable).
  3. Ship your return: Pack the product securely and use the provided label or your own shipping method.
  4. Receive your refund: Once we receive and inspect your return, we will process your refund within 5–7 business days.

Refund Processing

Refunds are processed to your original payment method. Depending on your bank, refunds typically appear in your account within 5–7 business days after we process the return.

Note: If you paid by credit card, the refund may take longer depending on your card issuer's processing times.

Consumer Guarantees Act (CGA)

Under the New Zealand Consumer Guarantees Act 1993, you have the right to a refund, repair, or replacement if your product is faulty or does not meet acceptable quality standards. This right is automatic and cannot be waived.

If your Golden Hour Balm is faulty, you do not need to pay for return shipping or any associated costs.

Delivery Times

Our standard delivery times are:

New Zealand

2–5 business days (standard shipping)

South Korea

1–5 business days (international shipping)

Damaged or Lost in Transit

If your package arrives damaged or is lost in transit:

  1. Contact us immediately at [email protected] with photos and your tracking number
  2. We will work with the courier to investigate
  3. We will send a replacement or issue a full refund at no cost to you

Questions?

If you have any questions about our returns policy, please contact us:

Slowlife Skin
Email: [email protected]
Website: www.slowlifeskin.com