Refund policy
Refund & Returns Policy (New Zealand)
Last updated: 5 October 2025
Thank you for shopping with KAMI Lab. We want you to love your purchase. If something isn’t right, we’ll do our best to make it right.
This Refund & Returns Policy outlines your rights and options under New Zealand consumer law and our own store policies.
1. Your Rights Under the Consumer Guarantees Act (CGA)
Our products come with guarantees that cannot be excluded under the Consumer Guarantees Act 1993 (CGA).
You are entitled to a replacement, repair or refund if the product you purchased is faulty, unsafe, or not as described.
This policy operates in addition to your rights under the CGA and does not limit them.
2. Change of Mind Returns
As our products are personal care and salon-use items, for hygiene and safety reasons we do not accept returns or provide refunds if you simply change your mind, order the wrong item, or no longer want the product once received.
Please choose carefully and review product descriptions before purchasing. If you’re unsure, contact us before placing your order.
3. Damaged or Faulty Products
If your product arrives damaged or is faulty, please contact us within 7 days of delivery at salon.kamilab@gmail.com with:
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Your order number,
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A description of the issue, and
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Clear photos showing the damage or fault.
We’ll review your claim promptly and, where appropriate, offer a repair, replacement, or refund in accordance with the CGA.
We may request that the faulty item be returned to us for inspection before processing your claim.
4. Incorrect or Missing Items
If you receive the wrong item or an item is missing from your order, please contact us within 7 days of receiving your parcel.
We’ll arrange for the correct item to be sent to you at no additional cost, or issue a refund if the product is unavailable.
5. Refunds (if applicable)
Once your return is received and inspected, we’ll notify you via email to confirm approval or rejection of your refund.
Approved refunds will be processed to your original method of payment within 5–10 business days.
Please note that bank or card processing times may vary.
Shipping costs are non-refundable unless the return is due to our error or a product fault covered under the CGA.
6. Return Shipping
If we request the return of an item for assessment:
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We will provide a prepaid return label if the item is faulty, incorrect or damaged; or
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You will be responsible for return shipping costs if the return is not due to our error.
We recommend using a tracked courier service for all returns, as we cannot guarantee receipt of untracked parcels.
7. Sale & Promotional Items
Only regular-priced items may be eligible for a refund or exchange.
Sale or promotional items are final sale, except where required under the CGA.
8. Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, please email salon.kamilab@gmail.com and we’ll advise next steps.
9. Late or Missing Refunds
If you haven’t received a refund after 10 business days:
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Check your bank account or credit card statement again;
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Contact your bank or credit card provider, as processing times may vary;
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If you’ve done all of the above and still haven’t received your refund, please contact us at salon.kamilab@gmail.com.
10. Contact Us
For any questions or refund enquiries, please contact:
Email: salon.kamilab@gmail.com
Trading Name: KAMI Lab
Business Address: Takapuna, Auckland
NZBN: 9429052927898